We are planning our return to resolving any minor remedial works at our customers' homes (not including Scotland) and will start by attending to external works only. This will allow our teams to comply with the latest Government guidance. Additional measures will be taken so our teams will have the necessary non-medical personal protective equipment (PPE) and will be observing social distancing measures.
We will begin by coordinating external works on a site by site basis, in a controlled order, so we will not be present on all sites immediately. To protect the health & safety of our customers and our teams, we will not be attending internal works until it is safe to do so. When we consider it safe to start entering customer homes we will begin to make contact with customers who have reported issues to arrange an appointment.
For internal issues, we continue to operate on an emergency only basis. You can contact your local New Home Customer Care team via our online contact form. This can be found on the Contact Support tab to the right. Please then click on the grey box titled ‘Issue not listed’. If your contact relates to an issue requiring emergency assistance, please clearly explain this within the ‘Tell us More’ section.
We will endeavour to respond to you at the very earliest opportunity, although it may take us longer than normal to reply. 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.
Thank you for your patience and understanding during this challenging time.
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