NEW HOME CUSTOMER CARE

When you buy one of our new build homes, our relationship with you doesn't end when you receive your keys. From your first visit to one of our new build developments through to settling into your new home, our team will always be on hand to support you, answer your questions and keep you informed throughout the buying process and beyond.

We take pride in delivering high-quality homes and an outstanding new home aftercare service, ensuring your buying experience is as smooth, transparent, and enjoyable as possible.

Our experienced sales team will guide you through the home-buying process, keeping you updated from reservation through to legal completion. We’ll provide the information you need at each stage, explain what happens next and make sure you have someone to speak to if you have any questions about your new home.

Our support doesn't stop once you've moved in. During the initial period after completion, you'll have access to our Customer Care Team, who can help with any questions or issues you have with your new home.

We'll explain how to report any defects, snags or other issues and what happens once something has been reported. If you notice a problem shortly after moving in or have a query further down the line, our team will talk you through the process, keep you updated and work with you to resolve the issue as quickly as possible.

We aim to handle all matters promptly, courteously and professionally and always keep you informed of progress until everything is resolved to your satisfaction.

Every Lancet home comes with a 10-year structural warranty provided by Premier Guarantee, giving you protection for your new home beyond the point of completion.

For the first two years, our in-house Customer Care Team will look after your home, addressing issues related to workmanship or materials in accordance with your warranty and Customer Care arrangements.

From year three to year ten, your warranty provider will continue to cover major structural elements, providing new home warranty support and peace of mind long after you’ve settled into your home.

If you have a concern or issue with your new home, your first point of reference should be your New Home Guide, which can be found in your Handover Pack. It contains useful information about your home, including how to report defects and request Customer Care support.

If you’re unsure about the home snagging process or need help understanding what to do next, you can also speak to your Sales Advisor at your development, who will be happy to point you in the right direction.

If you need to contact our Customer Care Team, you can find the relevant details below: