How to report a defect or request a repair

Report a defect

We appreciate buying a new home is a major life decision and with that in mind Purelake are dedicated to providing a first class after sales experience for our clients. In the unlikely event of any issues arising after you have made your purchase, please be assured that our dedicated Customer Care team will be there to assist with any queries or problems that you may arise. Once an item is reported to our Customer Care Department Manager, they will assess it and appoint the relevant tradesperson. They will then contact you directly to arrange a convenient date and time to carry out the necessary works. Purelake New Homes Ltd has introduced a system called Clixifix to help you log and track defects within your Defect Liability Period.

Clixifix allows you to
  • Log, track, and manage your defects through a user-friendly platform with direct contact to the defects team
  • Use your Clixifix portal to quickly raise issues and upload images and videos instantly
  • Monitor every stage of the defects process including communication with our contractors
  • Notify the defects team instantly with updates or when works have been completed.
How do I access Clixifix?

We send out invitations to access Clixifix so that you can create a login and password. You need to have received your invitation email to access your account to report defects.