Owners Hub

To log a new issue, please use the online contact form. This can be found on the Get in Touch box on this page. Please then click on the grey box titled ‘Issue not listed’. We will endeavour to respond to you within three working days.

If your contact relates to an issue requiring emergency assistance (eg total loss of heating or hot water) during office hours, please contact your local Customer Care team.

Should you have an emergency situation outside of normal office hours (between 5pm and 9am weekdays or at the weekend), please telephone 0345 601 6084. This telephone line will not be operational during normal office hours.

Every care has been taken to ensure your home is ready for you, however, there can occasionally be some minor issues that only become apparent once the home is lived in. These are known as snags and are covered by the two year warranty.

If you identify any snags, or believe something could be a snagging issue, please contact our New Home Customer Care team. They will log the details and either arrange for a repair, ask for photos to help diagnose the issue or in the event it’s more complex, they may arrange for somebody to come and inspect in order to confirm the next steps.

Under normal circumstances, we expect to resolve most snags within 30 days. Where this is not possible, for example, due to ordering materials with a longer lead time, we will keep you regularly updated and confirm an anticipated date for the repair as soon as we can.

As your homebuilder, we’re committed to supporting you and keeping our communication channels and online spaces safe, helpful and respectful for everyone. To help us do that, please note:

• Social media use
We welcome feedback and questions on our social channels. To ensure conversations stay constructive and manageable for all customers, repeated or excessive posting (including duplicate messages across multiple posts) may result in access to our platforms being limited or suspended. We also ask that contact remains reasonable and proportionate.

 

• Filming and sharing videos
We respect the privacy of our colleagues. If you would intend to film or record one of our employees, please make sure you have their explicit consent first. Where content is shared or published without individual consent, we will request its removal, remove it from our social channels, and take appropriate steps to protect our colleagues.

 

• Respectful communication
We will always treat our customers with respect and courtesy, and we kindly ask the same for our colleagues and working partners. Abusive, threatening or inflammatory language or behaviour is not acceptable. If this occurs, we may need to take steps to protect our team, which could include limiting or ending communication through certain channels.

Our home owner guides provide advice on how to solve common issues and get the most out of your new home.