Our After-Sales team are available to support you for two years. Once your sale is complete and if you have any questions or concerns as you settle into your new home, please approach the After-Sales team for advice and support.
If you have a question or need to make us aware of a new issue, please report it via our issue/defect reporting system:
You can otherwise contact us via 01508 533 916 (office hours) or firstname.lastname@example.org
If your enquiry relates to an emergency during office hours (between 9am and 5pm weekdays), please contact the After-Sales team using the information provided above.
If you have an emergency situation outside of normal office hours (i.e. between 5pm and 9am weekdays or during weekends/public holidays), please telephone the number provided in your home manual:
Please note, the following situations constitute an emergency:
*Before reporting an emergency, please ensure that the problem is not caused by a general failure in the area.
During the first few months, your home will need to ‘settle’. This includes allowing it to dry out gently. During construction, a new home is subject to the weather and many thousands of litres of rainwater can be absorbed by the structure before it is made watertight.
As the structure is drying out, you may notice minor cracks in interior walls (shrinkage) or white deposits on any brickwork (efflorescence). Shrinkage happens when timbers and plaster contract as they dry out. Efflorescence deposits are natural salts that come out of the wall materials and are quite normal. These salts are not harmful and usually disappear over time.
Shrinkage and efflorescence may occur regardless of what you do, but there are steps you can follow to try and minimise them:
Your home has been constructed by a number of different trades in accordance with relevant Building Control requirements. Although every care has been taken to ensure it is handed over with no problems, there can occasionally be some minor issues that only become apparent once the home is occupied. These are known as snags or snagging issues and they are covered by the two-year Builders’ Warranty.
If you identify any snags, or believe something could be a snagging issue, please use our reporting system to log the issue:
We can then arrange for a repair, or in the event it is a more complex issue, we can arrange for somebody to come and inspect the problem in order to confirm the appropriate next steps.
Under normal circumstances, we expect to resolve most snags within 30 days. Where this is not possible, for example, due to having to order materials which have a longer lead time, we will keep you regularly updated and confirm an anticipated date for the repair as soon as we can.
Some elements of your new home will require regular maintenance. These are not snags and are part of routine homeowner maintenance. These could include areas such as annual servicing of your central heating boiler/system, protecting any garden fencing, or painting external timber or render.
You will need to register the warranties etc for your boiler, cooker, oven, etc directly with the manufacturer.
Please review the warranty and service information we have provided and contact the After-Sales team if you have any other questions.
We trust that we can resolve any issues swiftly, but if you are dissatisfied with our service, you can log a complaint by following our formal complaints procedure. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code. In the unlikely event that you remain dissatisfied after following our formal complaints procedure, you may be able to raise your complaint with your Warranty Provider, or the New Homes Ombudsman Service.