Owners Hub

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.

 

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, to log a new issue, please use our online contact form. We will endeavour to respond to you within three working days.

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 6085.

Please use this number for emergency issues only.

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.

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.

Home owner guides

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

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