Repairs if you’ve bought a new or secondhand park home

You have consumer rights if you bought a new or secondhand park home from the site owner as part of their business. They do not cover private sales between individuals.

Your rights may apply if:

• the home is not of satisfactory quality
• the home is not fit for purpose
• the home is not as described
• the site owner agreed to install the home and the work was not done correctly or with reasonable care and skill

Satisfactory quality

This means the home should meet the standard a reasonable person would consider satisfactory.

A new park home should not be faulty, damaged or poorly finished. For example, if a new home is sold as a luxury home, it should look and feel like one.

A second-hand park home is judged differently. Its age, condition and price will be taken into account, so normal wear and tear may not be enough to breach your rights.

Fit for purpose

This means it should be suitable for living in. For example, if it is sold as a year-round home, it should be comfortable and safe to live in during both summer and winter.

As described

This means it should match what the seller or their sales literature (like a brochure, website or advert) said about it.

Your rights and the site owner’s responsibilities change as time passes.

Timeframes usually start from when the home is supplied, delivered, or you take possession. If the site owner agreed to install the home, the 30-day period may not start until installation is complete.

Write to the site owner and cover these main points.

1. Make clear that you’re requesting the repair under the Consumer Rights Act 2015.
2. Briefly list the faults and explain how they relate to the home not being of satisfactory quality, fit for purpose or as described.
3. Ask them to confirm when the repair will be carried out. Remind them that this must be completed within a reasonable time.
4. If the faults affect essential services, such as heating, water, electrics, drainage, access or safety, explain this clearly. Ask what the site owner will do to reduce disruption while the repair is carried out.

Keep evidence

Keep evidence, such as:

• the sales contract
• the written statement or pitch agreement
• brochures, screenshots or adverts
• photos of the faults
• survey reports or snagging lists
• warranty documents
• emails, letters and notes of phone calls
• a simple timeline of when the faults appeared

Get legal advice if you want to exercise your rights to reject the home or you want a full or partial refund.

A warranty or guarantee gives you extra protection. It does not replace your legal rights. This means the site owner cannot tell you to rely on the warranty or guarantee to deal with a fault covered by your consumer rights.

You should check:

• what the warranty covers
• how long it lasts
• how to report the defect
• whether the warranty provider must inspect the home
• whether you must use approved contractors to get the work done

Keep copies of all warranty papers and any related letters.

Citizens Advice has more information on making a claim using a warranty or guarantee

Get legal advice if:

• the site owner disputes responsibility for the repairs
• the problem affects whether the home is suitable to live in
• you inspected the home before purchasing but did not notice the faults
• you want to exercise your consumer right to reject the home or ask for a refund

Find out more: using a solicitor