Homeowner FAQs

If all documents are sent in and correct, the whole process can be completed on average in 3/4 months. It may take longer depending on if the solicitor you instruct is familiar with the Staircasing process.

No, the valuation must remain in date until Staircasing has been completed, if the valuation has expired then you are responsible for contacting the surveyor to request an extension or desktop valuation.

No, all our administration fees are non-refundable.

Absolutely not, the Staircasing process is completely optional. While some buyers choose to buy additional shares in their home as their financial circumstances change, many owners choose to stay at their currently owned shares.

No- you can choose to sell at any time, if you choose to sell while being a shared owner, you need to download the resales enquiry pack.

No, this will depend on if Peabody owns the freehold and if the freehold gets transferred to you upon the final Staircase, your solicitors will be able to advise you of this.

This all depends on your particular property and the services provided you will need to speak to the Service Charge team regarding this.

This will depend on the terms and clauses within your lease, once you own 100% you will have to request approval via the Subletting Team, please email  [email protected] or contact us. 

This will depend on your financial situation, the minimum amount you can Staircase is 10% and this can increase by 5%, for example, you can purchase additional shares in these increments: 10% 15%, 20%, 25% etc.

You are not able to produce a snagging list prior to purchase, but you will normally be invited to a measure up and viewing of your property prior to completion (this could be after you have exchanged contracts). If you notice any non-decorative defects during this visit then you can report this to the accompanying member of the Sales Team, who will ensure that this defect is logged with the developer

Once you have reported a defect, a member of our team might need to ask you for more information about how it has occurred so a comprehensive report can be provided to the main contractor for review. We may request pictures or videos which illustrate the issue; this helps to determine the urgency of the problem and who would be required to attend.

Following this, the New Homes and Customer Care team will send the issue over to the developer who would then contact you to arrange a suitable appointment.

It is important to note that we are dependent upon the developer completing the work within the agreed timescales. Our Defect Resolution Team liaises with developers every week regarding outstanding defects and these updates are communicated back to you. Where the developer has not completed the works within the agreed timescales, we may consider instructing an alternative contractor to carry out the works without any cost to you.

There are three defect categories that will affect the  timescale:

Emergency defects which may cause real danger to life or risk of major damage to property. The developer must make these safe within 4 hours and put them right within 24 hours. Examples of emergency defects include complete loss of power (when this is not related to the fuses in your home, which you are responsible for, or the mains power supply which the electricity company is responsible for), total loss of water supply, leaks which cannot be contained and faulty locks to doors and windows on the outside of the property.

Urgent defects are small repairs that need to be carried out urgently to prevent damage to property. The developer must complete these within 5 working days. Examples of urgent defects include leaks in sinks, baths, or basins, a leak in the roof (unless it cannot be contained), and a door entry system not working.

Non-urgent defects are small repairs where a defect is less urgent but has the potential to cause damage to the property. The developer must complete these within 20 working days. Examples of non-urgent defects are minor repairs to doors and faults that haven't been put right.

If you are without power, experiencing a total loss of heating during the winter months, have no water or there is something that can cause danger to you, please call our emergency lines (below).

Do not report online or by email, please call us on and you will be diverted to our emergency service.

Call 0800 022 4040 (free from landlines) or 020 7021 4444

At the end of the DLP – the period of developer defect liability for a newly built home – it is important to have an EoD (End of Defect) inspection so that any defects still present and identified can be rectified. Your dedicated officer will contact you to book an end-of-defect inspection. You can also complete this form.