Warranty FAQs

 

Here is a list of commonly asked questions around our Warranty Claim process. If you still have questions, we’ll be happy to chat — get in touch.

 

  • A warranty request is made when something is not working as expected or an item or trade is faulty.

    There are two types of warranties requests:

    • Supplier warranties cover off items such as an oven, toilet, or tap.

    • Contractor warranties relate to trade related items, such as a leaking tap.

  • On settlement of your new home, you will have been provided with a Homeowner Warranty Booklet. In there you will find all your warranties — generic and house-specific. There is also a Contacts page which outlines key contractors that were involved in your build. In the first instance, the contractor detailed in your booklet should be contacted.

  • When making a warranty request we need you to supply as much information as possible to assess the claim and point you in the right direction. Our Warranty Claims page contains a web form to be filled out.

    The more information you can provide, the quicker we can process the request. If you can provide photos to support the claim, even better! You can do this via the Upload button underneath the form. Alternatively, there is also a hard copy that can be downloaded if you wish to fill it out manually.

  • If your Home is out of the 1-year Warranty, FH Group can assist or point the you in the right direction with maintenance and product warranty claims, however, charges may apply. FH Group’s base rate is $120 per hour for any work completed by the Home Builder (materials and administration charges may apply if applicable).

    Should a contractor be called out to a maintenance request, and the item is not deemed to be a warranty claim, the Homeowner will be liable for the contractor’s time. Any invoices that FH Group receives from the contractor will be passed onto the Homeowner with a 15% fee added.

  • Greg’s tap is leaking. It has a constant, slow drip which is getting progressively worse.

    Who would Greg contact? The plumber! Either the plumber will be able to fix this easily, or they may need to get the supplier involved. Either way, the plumber will need to investigate this in the first instance.

  • Sally’s oven has stopped working. She has tried turning it on and off, and checking the timer isn’t set, but whatever she does, it will not operate.

    Who would Sally contact? The Appliances Supplier! Likely the oven is broken and will need to be repaired or replaced.

 

Return to our Warranty Claims page here.