New Build Home Leaves Couple Without Flooring for Three Months
Dr Andrew McClintock and his partner faced an unexpected ordeal after purchasing their new build home in Gateshead, spending nearly three months without proper flooring in what they described as an "unliveable" condition. The couple moved into the Highfields development in March last year, anticipating a smooth transition into their first property together.
Subfloor Information Failure
The core issue stemmed from developer Story Homes' failure to provide clear, timely information about the subfloor composition before purchase. Dr McClintock, 31, explained they repeatedly requested basic factual details about the subfloor material so their flooring installer could assess suitability.
"That information was either late, incomplete or not provided at all, and we still don't have the full details of the subfloor specification," Dr McClintock stated. This lack of transparency created significant complications when they attempted to install flooring in their new home.
Costly Remedial Work Required
An independent survey revealed the property contained a calcium sulphate based screed that required removal before flooring installation. The recommended approach involves early removal to prevent moisture becoming trapped, which makes remediation more intrusive and expensive.
Since this stage hadn't been completed, the couple were forced to pay for mechanical grinding and a more expensive epoxy damp proof membrane to make the floor suitable. These unforeseen preparation expenses amounted to thousands of pounds that they hadn't budgeted for when purchasing their first home.
Formal Complaint and Compensation
The couple initially complained to the National House Building Council but found they could only enforce minimum technical standards without addressing consumer impact. They subsequently escalated the issue through the Consumer Code for Home Builders.
An independent adjudicator found Story Homes breached Section 2.1 of the code by failing to provide clear and timely pre-purchase information. The developer was required to issue a formal apology and pay £1,226.34 for remedial works plus £250 compensation.
Emotional Toll and Resolution
Dr McClintock described the experience as emotionally draining, particularly as first-time buyers navigating unknown processes. "We had to move in and live on a concrete floor downstairs, it was unliveable really," he recalled. "We were half-moved in and in a limbo stage for over 10 weeks."
The couple praised their flooring installer, Instinctive Flooring, for exceptional professionalism and support throughout the challenging process. Dr McClintock spent hours educating himself about previously unfamiliar construction matters to achieve a successful outcome.
"It was a great feeling when I found out we got the apology and compensation," he said. "My heart was pounding and I felt like I was physically shaking when I saw the message."
Developer Response
A Story Homes spokesperson responded: "Story Homes takes customer concerns seriously and aims to resolve all issues fairly. In this case, the complaint was independently reviewed through the Consumer Code for Home Builders' adjudication process."
"The review confirmed the home met all NHBC standards, but identified a single breach relating to the timing and clarity of information provided to the customer before purchasing the property. Story Homes has carried out all actions required in the Consumer Code review outcome."
The spokesperson added that the adjudication process is now complete and the company continues to support the customer with warranty and after-sales matters as usual.
Dr McClintock expressed relief that justice had been served while hoping other homeowners haven't experienced similar issues with their new build properties.
