YOur Journey
Snagging in your home
We’re here to help you within the first two years in your home
What to expect from Customer Care
We have a dedicated Customer Care Coordinator at our Head Office to help during the first two years in your home. However for two weeks after legal completion, we operate what we call an amnesty. This allows our site teams to quickly rectify any problems in your home. During this period your Sales Advisor will make contact to check you have settled in. If there is anything outstanding in the initial amnesty period, our Customer Care Coordinator will discuss this with you on your introductory call.
For all snags that are registered we will confirm receipt within 5 days. Any emergencies will be dealt with on the same day wherever possible. All problems will be resolved within 28 days, except in extenuating circumstances. An example of such a circumstance may be where we are unable to get a replacement product. The reasons for the delay will be clearly communicated to you, with no less than monthly updates on the matter until it is resolved.
What to do in an emergency
If your emergency is between the hours of 08:30am and 5pm, Monday to Friday our homeowners will be able to call our office in the usual way. If the emergency occurs out of our usual office hours we have a partner who will be available throughout the night and will be able to attend to help with your emergency. You will receive details of this in your handover pack.