New build - builder refusing to fix plumbing problem

jools61

Moved into a shared ownership new build a few months ago. Since moving in, the tap water has been undrinkable. It smells and tastes of chemicals. The local water company tested the water and found nothing wrong with the quality of the water. They say it's not their problem; the chemical taste is being caused by a plumbing issue. They said it could be contamination from rubber seals.

At certain times of day there's only a dribble of water from the kitchen tap and it takes ages to fill a sink. The water company man agreed that the flow was unacceptable and said that the water restrictor is restricting the flow too much, and that it's not aerating the water properly. The builders came round after my complaints to the housing association, but they didn't carry out a thorough investigation. They just laughed in my face for complaining and said the water company man didn't have a clue. They claim there's nothing wrong with it and they've done tests, they say the water pressure tests meet the regulations.

The housing association won't do anything because they say the builders have examined it and haven't found any faults. After months of having to buy bottled water, I'm not getting anywhere with the builder or housing association. Last week I managed to pursuade the housing association to do something. They chased the builders up about it again. I was told they were sending someone round to investigate the plumbing. A scruffy contractor turned up. He agreed that there was a problem with the water pressure, that it was too high upstairs and too low downstairs. I've had problems with the shower as well and he agreed there was a problem with the pressure. He said he would report his findings to the builders.

I'd also complained about other problems within the house. He said that the reason why the bedroom door won't shut is because the doorframe has been put in crooked.

Have now had a call from the builders. They say their "surveyor" examined the plumbing and he's done a report saying there's nothing wrong with it. They also say their "surveyor" found nothing wrong with the doorframe. No-one who looks anything like a surveyor has been round, this man told me he was a contractor. The guy who did visit agreed that there was a problem with the plumbing, shower and doorframe.

It's obvious that the builders are liars. I'm not getting anywhere with the housing association. I've made numerous calls to them, nearly every week. They just say the builders can't find any faults, but the builders are lying. I'm now extremely worried and don't know where to turn to get help. I can't drive because of being disabled so I have to rely on my mother bringing bottled water, but she can't afford the petrol costs to carry on delivering it.

There's only 1 years builders guarantee on the house. I moved in in August, but it was already empty for 6 months. This time will be up soon. I suspect the builders are just stringing it out and fobbing me off. I think I may need legal help but am broke after buying the house.

Please can someone advise me how I can get this sorted out?

schrodinga

Ask the water company to do a mains pressure test of the water as it comes off of the supply pipe and into your property (or block of flats). There is a minimum pressure that the water company must legally provide for fire fighting purposes.

This will help establish whether the volume of water coming into your property is suffient for the demand of the residents. Best get this in writing.

Once this is established you can measure the pressure of water coming out of you and your neighbours flats. If there is a significant difference the problem lies within the boundary of the building - which makes liability lie either with the builder (if the problem has been there since build stage) or the factor (if the problem has newly arisen).

jools61

Thank you schrodinga for your reply. Severn Trent did do a water pressure test but at the time they came round the problem with the drinking water tasting foul wasn't happening. There have also been two tests by the builder and contractor on the water pressure. These were done on two different days, in my presence. Both tests are showing at 6, they say that's meeting the legal requirement so it's adequate. But the flow is varying throughout the day and I think at times when there's peak demand the flow from the kitchen taps is being restricted. The water smells like TCP and tastes of chemicals intermittently throughout the day, but it hasn't happened when any of these people tested the water so it's hard to prove. All the tests were done mid afternoon, but it's usually worse first thing in the morning. I asked the water company to come round first thing in the morning, but they didn't turn up till afternoon.

Slinky

celinadesuza wrote: »

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Unlike your post which is spam - see similar posts on other random threads.

jools61

Thanks for advice. Have now asked the water company to do a water pressure test at the boundary and this time they've agreed to do it during peak demand. Have to have it done on Christmas Eve though. The good thing is that I will be able to request a written report. Hopefully this will identify if the issue is down to the plumbing, as suspected.

schrodinga

Hey Jools. Glad there is some movement. Hopefully pressure test well help identify where the low pressure is coming from. once that's known it's easier to target your efforts for resolution.

Re taste/odour issue, it's key to have Severn Trent out when the problem is presenting itself. Is this a persistent issue? You can have issues at water treatment works which can cause taste/odour complaints, but this would be a widespread problem in your neighbourhood and not isolated. Network issues such as flushing and swabbing can also cause short term problems during and shortly after the work takes place.

Is this a complete new build or a renovation? Old pipes can also cause problems, although TCP/chemical taste is unlikely. I could imagine some initial leaching from new rubber seals, but that should reduce over time and shouldn't be overpowering...

Let us know the results!

getmore4less

go round other properties and ask them if they have any problems.

are all your taps mains presure or are some gravity fed from a tank?

Is the stop !!!! to the property fully open?


Did you not do a snagiing list before accepting the property
check sockets, taps toilets all doors etc.

jools61

In answer to all questions:
1. Yes, it's a complete new build. All the taps are mains pressure, not gravity fed.
2. The stop to the property is fully open, this has been checked.
3. It's already been suggested to the plumber that it could be a problem with rubber seals due to the house being empty, but he said it's not that. The prv water restrictor has been identified by the water company as the cause of the low pressure.
4. Several neighbours across the road in other new builds have complained about the water "not tasting fresh".
5. Yes, we did a snagging test and there were numerous other checks by the housing association. The door in question seemed fine before moving in, but now it doesn't shut.

This is an intermittent problem with the water, it happens every day but not all day.
The water company have visited several times but the problem hasn't been present when tests were done. The water is usually worst first thing in the morning, between 8am-9am and then early evening, so the taste and smell seem to coincide with peak demand times. This is when the flow is at it's lowest and it takes many minutes to even fill a kettle. The water company were asked to do the tests during peak demand, but they did not do as asked. Have asked them again to do the tests during these times, they are doing them on 3rd January.

Furts

Hi jools61
A couple of points; doors move - frames and doors dry out, timber floors shrink etc...it just happens (fact of life with standard of building today). That said it is common place for this to be deemed snagging and rectified under the builders obligations. (provided you notify them in writing)

May appear random, but if the water main and/or service pipe to your home were not flushed prior to connecting your stop tap then inconsistant flows can result - it is dirt/grit in the pipe and supply - then depends how your home is plumbed to if/how this manifests itself.

I am concerned by what you say about a guarantee. This is normally 2 years from completion date with the builder taking all responsibility followed by 8 years with an insurance policy. It will all be called, for example, the Buildmark warranty. I suggest you get your policy and read it to avoid worries on this score.

jools61

Thank you "furts" for your reply. The fact that the doors would come under "snagging" is helpful. Havn't had time to dig out the guarantee policy over Christmas, (I've been away), but will certainly look into it. Was told it was a year by the sales agent; but they could have been mistaken.