Advice Needed on Poor Tiling Workmanship in New Build Home

[shepcobain]

Hi everyone,

I’m seeking legal advice regarding ongoing issues with the tiled flooring in our new build home, purchased from Story Homes. My partner and I have encountered significant problems with the installation of the floor tiles, including:

• Significant lippage and uneven tiles.
• Variability in levels across the floor.
• Hollow-sounding tiles indicating poor adhesive contact.
• Cracked and incorrectly fitted tiles.
• Grout bleed, inconsistent grout lines, and visible gaps between tiles.
• Inadequate surface preparation (no leveling screed or substrate matting).
• Poor quality rectification attempts, which have made the situation worse.
• Marks on the tiles due to a lack of protection during installation.

We initially paid £14,000 for the tiling work, with £7,000 paid via debit card and the remaining £7,000 from the proceeds of our house sale handled through Watson Ramsbottom solicitors. Despite multiple attempts to resolve these issues directly with Story Homes, including promises from them to address the situation in a timely manner, we have not received any official response for over five days.

What We Have Done So Far:

• We commissioned an independent report from RG Tiling, which detailed the above issues and recommended that the tiles be removed, the surface properly prepared, and the tiles relaid according to industry standards.
• We cited breaches of the Consumer Rights Act 2015 and the Consumer Code for Home Builders in our communications with Story Homes, highlighting their failure to meet high standards of quality control and rectify snagging issues, along with their non-compliance with building standards and regulations.

Our Questions:

1. Given that Story Homes are in breach of their contractual obligations and the standards outlined in the Consumer Rights Act 2015, do we have grounds to demand a refund or seek independent rectification at their cost?
2. Are we covered under any other specific UK legislation or laws that would support our case, and what steps should we take to ensure a resolution?
3. Should we proceed through our initial solicitor, find a new solicitor, approach our bank due to the debit card payment, or escalate through the NHBC?
4. What would be the best approach for seeking compensation or enforcing corrective action?

We appreciate any advice or guidance on how best to proceed legally to resolve this matter, as the poor workmanship has significantly impacted our enjoyment and use of our home.

Thank you in advance for your help!

[Pezza54]

Hi Welcome to LB
In my opinion you should escalate with the NHBC. It is the cheapest and less risky option. There is a builder's 2 year warranty from Completion
If the builder fails to make good defects. the NHBC have a resolution service where they will investigate, and if their report concludes the builder is responsible for the rectification then the NHBC will cover the cost, either by paying another builder to complete the works or by paying the homeowner the monies direct

[Pezza54]

I meant to add, please have a read of NHBC Standards 2024 9.3 Floor Finishes