Now that you have the keys to your new home, our dedicated New Home Customer Care team will be here to support you with any queries. They are on hand to help, guide and assist you wherever possible and have provided a whole host of Home Owner Guides to support you with frequently asked questions, as you settle into your new home.
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.
Our home owner guides provide advice on how to solve common issues and get the most out of your new home.
The New Home Customer Care Team is available via email.
As well as a 10-year structural warranty, we provide a two-year warranty on fixtures and fittings, helping you to avoid the worry of unexpected maintenance costs.