New-build Bellway home owners tell of roof leaks and loft mould

Dean Carpenter has dark stains on the exterior walls of his new-build home, and he says that every time it rains, water pours down the brickwork. Since buying the Bellway property in Bedfordshire a year ago, he has discovered damp or discolored tiles inside, and moss and mold growing in the loft space.

Dean is one of many homeowners on two Bellway housing estates who claim to be suffering from long-term roof leaks, with their structural warranties about to expire. Bellway says it is working to resolve issues as quickly as possible. Dean, 41, paid £375,000 for his home, which was built in 2015. He wakes up every morning worrying about the roof.

Two roofing companies have told him that there are too few rows of roof tiles, meaning that there is not enough overlap to prevent water ingress. But Bellway and its insurer, the National House Building Council (NHBC), have rejected Dean’s claim, saying that repair work carried out by an independent builder was substandard and not compliant, therefore invalidating his warranty. They said NHBC inspections “did not find any defects in the original construction of Mr. Carpenter’s property” and no evidence of leaks or water ingress.

Bellway has since blocked Dean’s emails and threatened legal action if he continues to post critical comments on Facebook. “I feel like Bellway is fobbing me off completely,” he said. “The roof needs replacing, it needs re-battening, re-tiling and properly re-laying.” Eight residents on the Willow Green estate have also raised concerns about wall stains, mold, or cracked mortar around the eaves. One resident, Robert Degavino, 77, said his loft was full of black mold.

“Bellway has come and inspected the property, but as far as they’re concerned, it complies with building regulations. We’re worried about what it’s going to be like in five, ten, or twenty years if it keeps getting damp? These houses are well designed, I just think the build quality is poor.” Bellway said staining on rendering was not uncommon after nine years, and that the NHBC had found no evidence of water ingress. At least six homeowners have complained to Bellway or the NHBC about roof problems.

Only one claim has been approved so far, leading to major repair work on one property in November. Robert Ottman, 44, said he and his neighbors on Florence Close, a development of 10 homes built by Bellway in 2017, were also facing similar issues. They said they were “guinea pigs” for a new flat roof design, which has led to damp or mold on their bedroom and bathroom walls for years. In 2023, Bellway admitted there were defects in some roofs and agreed to improve ventilation and install new insulation, but the work took nearly two years, with people's lofts exposed for months under scaffolding.

“The worst thing is they haven’t fixed the problem,” Robert said. “The expert who came to certify the work said there are still dangerous levels of humidity in our lofts. It’s just been one saga after another, and we’ve been left in limbo – we spend our time dealing with it, and we all have young families, we have jobs, and we can’t sell our houses if we wanted to.” Some residents are now considering legal action. Georgina Bright, 32, said damp water had been accumulating in her upstairs ceiling so badly that “all the lights were flickering,” and when an extractor fan was removed, “a huge amount of water flew out.”

She said that despite Bellway’s contractors attempting to clean up the mold, it has grown back all over her loft and bathroom walls. “I’ve got post-traumatic stress from it, it’s been horrendous. And I just feel like sometimes, even when Bellway responds, it’s not helpful, and it makes me feel awful.” Bellway has “apologized to any homeowners on Florence Close affected,” and said they have been working to resolve outstanding issues, adding that the roofs are now “installed as designed to prevent any future issues” and a mold treatment specialist will reassess the properties in the spring.

Paula Higgins, chief executive of the HomeOwners Alliance, said the level of protection offered to new-build homeowners could be “incredibly unfair.” “The scope of the structural warranty is so limited, it makes it difficult to resolve issues – it’s frustrating, residents shouldn’t have to be experts, it’s not their fault. We’re relying on private companies with shareholders to provide a public good, and I don’t think they take full responsibility for the overall build of these homes,” Ms. Higgins said.

How are new-build homeowners protected? Typically, when a new home is built, it comes with a warranty, which lasts up to 10 years, and is split into two stages. The NHBC warranty is the most common. For the first two years, the builder is obliged to fix any defects or “minor issues,” such as unsealed windows. Many homeowners hire professionals to spot these issues. From years three to ten, homeowners are typically insured for structural defects, or damage caused by things like foundations or roofs not being built to the correct standard. Minor defects are no longer covered under this structural warranty. Damp issues may be covered, but only if it is found to be the builder’s fault.

Bellway has outperformed most major housebuilders in the past year, with profits of £381 million, despite challenging market conditions. The company expects to complete 8,500 homes in April and says it is confident about its prospects for 2025. In July, the BBC reported on a Bellway housing estate in Fordham, Cambridgeshire, which had thousands of ongoing snagging issues, prompting dozens of other unhappy customers to contact them. A Bellway spokesperson said they would work with the NHBC to “remedy any legitimate construction defects identified within the first ten years.”

“As a responsible developer, we strive to resolve any issues as effectively as possible. New homes are hand-made products, so defects do occur, and often only become apparent once homeowners have moved in, as was the case at Florence Close.” An NHBC spokesperson said it was “committed to raising standards in housebuilding by championing high-quality homes.” “We reassure homeowners that we are committed to fair and thorough investigations and to the high standards that are recognized in our industry.”