Post Completion

What to expect after moving in: support and next steps

About one week after completion, our Sales Support team will give you a call to check in. They’ll make sure you’re settling into your new home comfortably, and that you’ve:

  • Set up utilities in your name
  • Registered for council tax
  • Resolved any other initial queries or issues

The Sales Support team is your main contact for the first month after completion. After this period, they’ll pass your details on to our Aftercare and Home Ownership teams to provide ongoing support.

Important information about your new home’s registration

As you’re moving into a newly built home, please be aware there can be a delay in registering your property with Royal Mail. This process can take up to 8 weeks, which may affect delivery companies’ ability to locate your address during that time. Unfortunately, this is outside our control, and we cannot chase this on your behalf.

Utility accounts and contact information

We will notify the utility companies that you are the new owner of your home. However, due to GDPR regulations, we cannot set up utility accounts or speak with providers on your behalf.

When you contact your utility providers, they may ask for your MPAN (Meter Point Administration Number) or serial number – these details will be given to you on the day of completion.

Ongoing support after the first month

After your initial month with us, our Aftercare team will be your go-to for any issues relating to defects or repairs. For all other queries related to your home, the Home Ownership team will be ready to assist you.

Defects

Defects and minor issues in your new build home

It’s common for defects and minor issues to occur in new build homes. Our dedicated Aftercare team will be in touch within two weeks of your move-in date to support you with any concerns.

Some defects may have already been identified during our snagging and de-snagging process. These will be highlighted to you at completion or through our Sales Support team.

Understanding your defect liability period

Your new home comes with a defect liability period, which starts from the completion of the building, not the day you move in. If you are buying a home that is already complete, some or all of this period may have already passed. We’ll provide the exact expiry date when you reserve your home.

Please note that we do not accept snagging reports from external companies, as we manage the snagging and de-snagging directly with the developer before handover – the process of the developer declaring the home as finished and Southern Housing taking it to check before you move in.

Settling in and drying out your new home

A new home needs time to settle and dry out naturally. During this period, you may notice:

  • Minor cracks in walls
  • Gaps in joinery
  • White deposits on walls

These are completely normal and expected as your home adjusts, even if you take every precaution.

Typically, it takes around nine months to one year for a new build home to dry out fully. Minor cracks and gaps are usually caused by shrinkage – when building materials contract as they dry. These cracks are very unlikely to be structurally significant.

Tips to minimise shrinkage and maintain your new home

  • Maintain an even temperature throughout your home
  • Avoid turning your central heating to the highest setting, especially during winter months
  • Keep windows or vents open to encourage natural ventilation and help moisture evaporate

Following these simple steps will help your home settle in comfortably and reduce any shrinkage-related issues.

If you need more information or support with defects, our Aftercare team is here to help every step of the way.

Efflorescence – white deposits on walls

You might notice a white, powdery deposit on your walls known as efflorescence. This is a natural part of the drying-out process in new build homes. Efflorescence is caused by salts coming to the surface of wall materials and is completely normal. These salts are harmless and usually fade away over time.

If efflorescence appears on internal walls, you can gently brush or wipe it away. However, if white deposits keep reappearing inside your home, it could indicate a more serious issue. In that case, we recommend contacting our Aftercare team for advice and support.

Condensation in your new home

Condensation happens when steam or water vapour meets cold surfaces such as walls, ceilings, and windows. This is common in new homes due to moisture evaporating from building materials.

If condensation is not managed, it can lead to mould growth on walls and even on furniture. To reduce condensation and keep your home fresh:

  • Open windows regularly to improve ventilation
  • Avoid drying clothes indoors on radiators

Taking these simple steps will help prevent mould and keep your new home comfortable and healthy. Southern Housing provides lots of great support on controlling damp, condensation and moisture in your home.

At the end of the defect liability period, there’ll be an end of defects inspection carried out by the developer and Southern Housing. This is where the developer will inspect any final issues and agree which items should be treated as defects.

Whilst we aim for your new home to be as perfect as possible, there may be some minor or cosmetic items that the developer will not rectify such as minor paint scuffs. Below is a list of items that are not classed as defects:

  • General wear and tear
  • Damage or misuse by resident/leaseholder
  • Damage caused by nature (gales, flood, etc)
  • Accidental damage
  • Additional specification items requested by resident/leaseholder
  • Lost keys/lock change
  • Blocked drainage caused by misuse (e.g. nappies in toilet)
  • Blown light bulbs – unless bulbs blowing regularly
  • Electric fuse trip caused – without checking the cause
  • Spider webs
  • Leaves in gutters
  • Bird nests – unless nest was in place at handover
  • Insects
  • Failure to follow instructions for appliances
  • Faults on gifted items (e.g. some white goods – resident to contact manufacturer directly)
  • Radiators needing adjusting or bleeding
  • Infrastructure not part of actual development project
  • Adjustments to kitchen cupboard shelves/doors
  • Bath heights/depths
  • Cracked, scratched or broken glass
  • Any scratches, dents or marks not identified at handover
  • Vandalism
  • Condensation or damp caused by improper ventilation habits (e.g. extractor fans off)
  • Deterioration caused by neglect or failure to carry out normal maintenance
  • Anything caused by alterations or extensions after practical completion
  • Colour or variation of materials
  • Minor decorative cracks internally/externally and mortar (we will inspect these at the end of defects inspection)

Buying further shares in your home – Staircasing

If you decide to buy more shares in your Shared Ownership home, this process is known as staircasing. You can do this at any time, and the more shares you buy, the lower your rent will be.

Your lease outlines the specific terms for staircasing, and your solicitor can guide you through the legal steps involved. Many shared owners choose to staircase gradually, while others aim for full ownership over time — the choice is yours.

Selling your home

When you're ready to move on, Southern Housing’s dedicated resales team will support you through the process of selling your Shared Ownership home. They can guide you through each step, from valuation to finding a buyer.

Full details and helpful resources are available on their resales webpage, making it easy to understand what to expect and how to get started.