WHEN Margaret Robinson’s dual-fuel energy bill suddenly spiked last year, she was perplexed.
The former nurse’s electricity bill went from roughly £15 a week in August last year to £51 a week by the end of January.
But Margaret, now retired, couldn’t find any possible explanation for the price hike, and even when she cut back on her energy usage, her bills didn’t change.
During the cold winter months, she resorted to just having one light on at a time and and using a blanket – but still her bills did not come down.
The 64-year-old, who lives with her husband Len in The Wynd, near Teeside, said: “I could not understand what was causing it.
“I retired last year as a nurse, so I had no extra money. I was asking my friends if they were paying so much (for their energy).”
But in January, she became suspicious as to why her bills had suddenly jumped through the roof.
She carefully watched her smart energy meter after spotting her neighbour was charging their electric car in their garage, and saw her own energy usage immediately shoot up.
Margaret then became convinced the electrical wiring in her and her neighbour’s garage was mixed up and she was being billed for the wrong house.
She contacted Bellway, the property developer which built both of the homes 12 years ago, to ask them to investigate.
Two months later, in March, it sent workers out who dug trenches outside the garages.
Astonishingly, they found the wiring between Margaret’s house and her neighbours had accidentally been crossed when the homes were built.
The building developer said the issue was caused by an electrician’s error.
The workers swapped the the wiring back over, meaning Margaret would now be paying her own bills.
Bellway refunded her £538.25 for the overpayments made since last August, when her neighbour first starting charging the electric vehicle.
It added that the energy usage across the two garages would have been roughly the same before the EV charging point was installed last August.
But Margaret said the experience left her distressed and furious she had spent the winter scrimping on energy.
“It’s just been awful, I’ve spent ages on the phone dealing with this and they didn’t even say sorry,” she added.
Bellway declined to confirm that Margaret would receive additional compensation for the stress and inconvenience caused.
Margaret is just one of millions of homeowners who may have had problems with a new-build home after purchase.
A survey last year by House Builders Federation found 95% of new-build homebuyers had reported “snags” – or defects – after moving in.
Meanwhile, a survey for the Chartered Institute of Building last December found a third of adults believe new-build homes are “poor quality”.
If you have an issue with your new-build, there are a number of ways you can complain.
Residential property new-builds are usually covered by the Consumer Code for Home Builders and the Independent Dispute Resolution Scheme.
These set out a code of conduct that house builders should adhere to.
It’s worth checking before buying a new-build home whether the builder is registered with a warranty scheme that follows the code.
Eligible warranty schemes include the National House Building Council, Premier Guarantee or LABC Warranty.
The Consumer Code for Home Builders covers you before purchase, during purchase and after purchase if you purchase a new-build home.
After purchase, the home builder must make it so you can contact them with any issues you are having with the property.
However, if you are the second, or later owner of a home, you only receive backing by the code on after-sale matters.
The Code and the Independent Dispute Resolution Scheme do not apply to:
If you contact your home builder if they have breached the Consumer Code for Home Builders and they refuse to help, you should contact your home warranty body.
It can either deal with your complaint under the warranty terms, or it may provide you with an application form so you can make a claim via the Independent Dispute Resolution Scheme.
You can also complain to the New Homes Ombudsman Service if you have issues with your property like snagging or if you face delays getting issues resolved.
NEW-BUILD delays are common, but they can be very frustrating and can leave you forking out additional costs while you wait.
It’s worth bearing in mind that you could be stuck waiting for a while before you’re able to get out of the deal altogether.
If your new-build home is not completed by the date you are promised, you will be entitled to a full refund on your deposit and can cancel the purchase.
But, according to Homeowners Alliance, your contract will include two dates:
The first is an anticipated legal completion date, which is when the developer intends for the house to be ready.
The second is a long-stop completion date – this is the date it absolutely must be finished by or the buyer can withdraw from the deal.
The long-stop completion date is often up to six months after the anticipated completion date – so if you’re planning to move in in March, you could have to wait til November before you can get your cash back.
There are a few things to consider if your completion date is running late. For example:
It’s worth negotiating with the developers and putting pressure on, as it’s in your interests to move in as quickly as possible.
However, be mindful that rushed jobs can lead to snagging issues.
If you find snags in your new home, you can raise a complaint up to two years after your home is completed.
Do you have a money problem that needs sorting? Get in touch by emailing money-sm@news.co.uk.
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