Customer Service
Due to essential IT system upgrades, our Customer Care teams are currently operating with reduced functionality. As a result, responses are taking longer than usual while these improvements are being completed.
For emergency assistance or if your concerns are of a more urgent nature, our teams remain available by email and phone and will respond to your enquiry as soon as possible.
We are working hard to minimise disruption and appreciate your patience and understanding during this time.
Now that you have the keys to your new home, our dedicated Customer Service teams will be here to support you with any queries.
How to contact us
The quickest and easiest way to report an issue is through My Home, our customer portal, where you can notify us of any issues relating to your home.
Alternatively, you can contact your local Customer Care team using the contact details located within the Help & Support section below.
If you require emergency assistance, such as a total loss of heating or hot water, during our normal business hours (Monday to Friday, 9.00am to 5.00pm), please contact your local New Home Customer Care team.
If you experience an emergency outside of these hours, please call 0345 601 6084.
Please use this number for emergency issues only.
Help and support
Contact our Customer Service teams from 9am-5pm Mon-Fri:
Barratt West London
customerservices@barrattlondon.com
0208 799 4150
Barratt East London
eastlondon@newhomecare.co.uk
0208 522 2800
We are committed to making it easier for you to communicate with us. Please let us know if you require any specific help or support, so that we are able to provide you with the best service we can.
Our after sales service
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.
If you identify any issues, or believe something may be a snagging item, we encourage you to report it through My Home, our customer portal. Alternatively, you can contact your local New Home Customer Care team, who will log the details and assess the most appropriate next steps. This may involve arranging a repair, requesting photos to help diagnose the issue, or, where further investigation is required, arranging an inspection.
Under normal circumstances, we expect to resolve most issues within 30 days. Where this is not possible, for example due to materials with a longer lead time, we will keep you regularly updated and confirm an anticipated repair date as soon as we can.
How we can help you
Please click on the link below to find out how to make a general enquiry, a complaint or contact us if you have an emergency.
If you smell gas
Please call the National Gas Emergency Service line immediately on 0800 111 999 (24 hours). For further details go to National Gas.
Frequently asked questions
Please take a look at some of our frequently asked questions.