Series: My Bovis Redhill Experience – Part 1: Brickwork That Doesn’t Line Up
- D P
- May 26, 2025
- 3 min read
Buying a new-build home should be a joyful milestone. For me, it’s become a project of its own—one I didn’t expect to take on after picking up the keys.
This is the first in a series documenting unresolved quality issues with my new Bovis home at the Redhill development. Each post will focus on a specific concern—starting with one that was formally raised through a RICS Home Survey, rejected by Bovis, and left unresolved despite following the formal complaints process.
🧱 The Issue: Mortar Perpends Not Aligned
As part of my due diligence, I commissioned a RICS Level 2 Home Survey, which was completed on 25 April 2025. One of the key findings was that the vertical mortar joints (known as perpends) were not aligned on a side elevation of the property. This might sound minor to some, but it’s a fundamental part of brickwork quality.
According to NHQB Technical Requirements (v1, p11) and standard NHBC guidance, mortar joints should:
Be regular and consistent
Have perpends that line up to within 10mm over a 2-metre height
This isn’t an obscure technicality—it’s a core standard that underpins how new homes are assessed and certified.
🔍 What the Photo Shows
I’ve included one of my own images below to show what the survey described.
Even to the untrained eye, it’s easy to spot:
Perpends drift out of vertical alignment, especially above and around the vents
The soldier course (upright bricks above the window) lacks symmetry and consistent spacing
The vents themselves are not integrated cleanly into the surrounding brickwork
Joint thicknesses vary between courses, suggesting rushed or uneven laying
For a high-spec “executive” home, this is not what should be accepted—or signed off.
🛑 The Developer’s Response
After raising this issue in writing multiple times, Bovis provided the following reply:
“Thank you for your email and understanding whilst we investigated the reported brickwork defect. I am now able to inform you that we believe the brickwork to be within tolerance and are happy for you to refer this back to the NHBC if you deem necessary.”
That’s the full response. No supporting evidence. No site reinspection. No engagement with the findings of a professionally qualified RICS surveyor.
Frankly, I expected more from a national developer—especially when the concern raised was backed by independent assessment and clearly visible.
🧾 How to Raise a Complaint Under the NHQC (New Homes Quality Code)
If you're in a similar position, the New Homes Quality Code (NHQC) gives you a defined process to follow. It’s there to protect you and ensure developers handle aftercare issues fairly.
Here’s what that process looks like:
Step | Timeline | What You Should Expect |
1. Acknowledge the Issue | Within 5 calendar days | The developer should confirm receipt of your complaint or concern. |
2. Path to Resolution | Within 10 calendar days | A formal letter outlining how the issue will be investigated. |
3. Assessment & Response | Within 30 calendar days | The developer must provide a decision or planned resolution with clear reasoning. |
4. 8-Week Letter | Within 56 calendar days | If unresolved, you must be informed of your right to escalate to the New Homes Ombudsman. |
🔗 Useful Links:
These are not just suggestions — they are the minimum expected standards for how new home issues should be handled in the UK.
In my case, despite following this process clearly and professionally, I received only a blunt rejection and referral to the NHBC. That falls far short of what the NHQC was designed to prevent.
If you're navigating similar challenges with your new-build home, don’t be disheartened. Stay factual, stay calm, and document everything. The Code exists for a reason—use it.
Comments