Operating instructions

1 . 2 C U S T O M E R S E R V I C E S
Thornsett London Ltd provides a 12 months defect liability period, in compliance with Premier
Guarantee New Homes Warranty guidelines. This does not include accidental damage. Reasonable
access will be required to your property to carry out any necessary repairs. Any problems or issues
which affect your property should be reported to Thornsett in writing as soon as reasonably possible.
Please ensure that any defects reported are genuine faults, otherwise you may incur a charge for a call
out if the Contractor attends and finds that the item reported is not a defect. If a repair arises out of
misuse of or damage to the property, the cost of the repair will be borne by the resident. Light bulbs
should be changed by the resident and are not classed as a defect in relation to the 12 month defect
cover. You will be advised at the time of the callout if this is the case.
We would like to remind you that Thornsett and/or the building contractor would bear responsibility
only for the building defects which are due to poor materials/design/workmanship.
Your home benefits from the Premier Guarantee New Homes Warranty. Generally the Builder is
responsible for defects which arise from poor workmanship or materials during the first year.
However, if a defect concerns a home appliance, you will need to contact the relevant
manufacturer to arrange for an engineer to attend at a time that suits you. We strongly advise that
you complete and return any warranty documents to the manufacturer/supplier to ensure that
your guarantee is validated. You can do this online (details on page 25) or complete the warranty
cards which are included in the appliance pack.
In addition, Thornsett will, as part of their contract with the building contractor, carry out a defect
inspection towards the end of your first twelve months of ownership to ensure that there is no defect
which may not have been apparent to you and that could have an impact to the fabric of the building.
We will need access to your property at this time to carry out the defect inspections. You will be
notified by post in good time, to advise you that these inspections are due to commence.
Customer Service Department
Thornsett London Ltd
34 Margery Street
London
WC1X 0JJ
 [e-mail]

020 7843 9501
H E A T I N G & H O T W A T E R S Y S T E M
Maintenance to the Heat Exchanger will be arranged annually by the Managing Agent. You should fill
in and return any warranty documents after completion.
FAILURE TO RETURN ANY WARRANTY DOCUMENTS COULD INVALIDATE
YOUR WARRANTY.