Homeowner HubFAQs ▾

08 · FAQs

Frequently asked questions.

This section answers some of the most common questions about living in your new home at Rydon Village.

For more detailed guidance, please refer to the relevant sections within the Homeowner Hub.

Heating & hot water

"Why does my heating feel different to my previous home?"

Your home uses an air source heat pump system, which operates differently from a traditional boiler. It provides:

·steady, consistent heat
·lower flow temperatures
·longer running times

This is normal and helps improve efficiency and comfort. Further guidance is available in the Heating & Hot Water section.

"Why are my radiators not very hot?"

Heat pumps operate at lower temperatures than traditional systems. Radiators may feel cooler, but the system is designed to maintain a comfortable internal temperature over time.

"Should I turn the heating off when I go out?"

Heat pumps generally work best when maintaining a consistent temperature rather than being repeatedly turned on and off.

"Why does the heating take longer to warm up?"

This is normal for heat pump systems, which are designed to heat gradually and efficiently rather than in short bursts.

Condensation & ventilation

"Why do I have condensation on windows?"

Condensation is usually caused by moisture inside the home combined with cooler surfaces. This is common in new homes during the drying-out period.

"How can I reduce condensation?"

·use extractor fans
·keep trickle vents open
·avoid drying clothes indoors without ventilation
·maintain steady heating

Further guidance is available in the Living in Your New Home section.

New home behaviour

"Is cracking normal in a new home?"

Yes — minor cracking can occur as materials dry out and the structure settles. This is common in new homes and does not usually indicate a defect.

"Will these cracks be repaired?"

Where appropriate, minor cracking is often best reviewed after the initial settling period to avoid repeated minor repairs.

"Why do doors or windows need adjustment?"

This can occur as materials settle and adjust in the early life of the home.

External finishes

"Why is there algae or discolouration on the render?"

This is a natural environmental effect, particularly in rural or damp conditions. External surfaces may require periodic cleaning as part of normal maintenance.

"Will the render stay the same colour?"

External finishes may naturally weather or change slightly in appearance over time.

"Will you clean the outside of the house?"

External cleaning is generally considered part of normal homeowner maintenance.

Snagging & aftercare

"What is snagging?"

Snagging refers to minor finishing items that may become apparent after moving in.

"How do I report a snag?"

Please report issues in writing, including photographs and a clear description.

"How long will snagging take to fix?"

Timescales vary depending on the nature of the issue, availability of materials or trades, and weather conditions.

"Will everything I report be fixed?"

Each issue will be assessed individually. Some items may be:

·snagging
·defects
·normal behaviour
·maintenance items

Further guidance is available in the Defects vs Maintenance section.

Warranty & responsibility

"What is covered under warranty?"

Your home is covered by an ICW structural warranty, along with applicable manufacturer warranties.

"What is not covered?"

Warranty cover does not generally include:

·normal wear and tear
·maintenance
·environmental effects
·cosmetic ageing

Reporting issues & support

"How should I contact you?"

Please contact us in writing using the details provided in your handover documentation or via the website.

"What happens after I report an issue?"

We will:

·acknowledge your report
·assess the issue
·confirm next steps

"What if I am not satisfied?"

If you have a concern, please raise it in writing. Further details of our complaints process are available in the Homeowner Hub.

Further guidance

For additional information on living in a new home, you may also find the ICW homeowner guidance helpful:

Getting to Know Your HomeICW · PDF · opens in a new tab ↗