A Gateshead couple faced a flooring dilemma for almost three months after buying a new home. Dr. Andrew McClintock and his partner moved into the Highfields development in March last year, expecting a smooth flooring installation process. However, they encountered unexpected expenses due to insufficient information about the subfloor provided by the developer, Story Homes, before the purchase.
The couple repeatedly requested details about the subfloor composition to assess flooring suitability but received delayed, incomplete, or no information. An independent survey revealed the use of a calcium sulphate-based screed that needed removal before laying flooring. Due to the incomplete stage, the couple had to incur additional costs for mechanical grinding and an expensive epoxy damp proof membrane to prepare the floor properly.
After lodging a complaint with the National House Building Council, the couple escalated the issue through the Consumer Code for Home Builders. An independent adjudicator found that Story Homes breached the code by failing to provide clear and timely pre-purchase information. Consequently, the developer issued a formal apology and compensated the couple for the remedial works and inconvenience.
Purchasing their first home turned into a challenging experience for the couple, with the subfloor issue causing significant distress. Despite the emotional toll and the need to become more knowledgeable about the matter, Andrew expressed relief upon receiving the apology and compensation. He thanked their flooring installer, Instinctive Flooring, for their professionalism and support throughout the process.
Story Homes responded by acknowledging the issue and confirming compliance with NHBC standards while acknowledging the breach in providing timely and clear information. The developer assured that all necessary actions based on the Consumer Code review outcome had been completed and continued to offer support for any warranty or after-sales concerns.
The couple’s ordeal highlights the importance of clear and transparent communication between home developers and buyers to prevent similar issues in the future.
