After Sales Service Statement

Like everything in life, there can be occasions where there are some minor issues. Commonly known as snags, these often only become apparent once you’re all moved in and settled. But don’t worry, qualifying snags are fully covered by your two-year Warranty.

If you spot any of these small hitches, please contact our Customer Contact Centre. Our team will log the details and either arrange for a repair or ask for photos to help diagnose the problem. If it’s a bit more complex, they can arrange an inspection.

We expect to fix the vast majority of defects within 30 days, but sometimes it can take a little longer. Either way, we’ll keep you regularly updated and confirm an anticipated repair date as soon as we can.

How to Contact Us

To log an issue, please call: 01234 388 949.

This number is for both urgent and non-urgent defects that you would like to report and will be answered by our Customer Contact Centre during the following days and times: Monday – Friday: 8.00am – 5.00pm.

You can also email us: customerservice@bushmeadhomes.co.uk

We endeavour to respond to you, in writing, within 3 working days.

Should you have an emergency situation outside of normal office hours (between 5pm and 9am weekdays or at the weekend), please call: 01234 388 949.

This number will automatically connect you through to our Out of Hours Customer Contact Centre, who will also raise your urgent problem with the contractor who built your home.

Please inform the call handler that you are a Bushmead customer and have purchased a new build home.

Our New Homes Customer Service colleagues will check the Out of Hours emergencies raised, and make contact with you to assist further.

Snags and defects will be priorities into three categories: 1 (emergency), 2 (urgent, non-emergency), and 3 (non-urgent). You can raise issues via phone or email, with the details given above. All responses will be provided to you in writing via email, where possible. We’ll communicate with you directly either via email or phone to arrange inspections and coordinate access. See Classification of Snags and Defects section below for more information.

Defect Liability Period

Bushmead Homes & Build Contractor:

Bushmead Homes has a 2 year Defect Liability Period with the contractor that built your home.

This inspection ensures that all defects present in the property and are the responsibility of the contractor are finalised to be taken care off by the contractor that built your home.

This Liability Period starts from the day that Bushmead Homes accepts the keys to your home from the contractor.

An End of Defect Inspection will be carried out to your home with a representative of the contractor and Bushmead Homes just before the expiry of this date.

Bushmead Homes & Customers:

Bushmead Homes 2 year Defect Liability Period starts with our customers from the day that you move in.

So unless you move in on the day that Bushmead Homes accepts the keys to your home from the contractor, you will receive an additional End of Defect Inspection from Bushmead Homes to make certain that problems have been attended to and to assess for any other issues that you may have raised with us after the first inspection.

Of course, a member of our New Homes Customer Care Team will be most happy to talk these processes through with you.

Our dedicated New Homes Care Team will be here to support you with any queries you may have. They are ready to help and guide you wherever possible.

Please call: 01234 388 949

Or email: customerservice@bushmeadhomes.co.uk

Classification of snagging and defects

What counts as an emergency?

Category 1 – 24 hours:

Complete failure of the heating systems and/or hot water system.
A water leak or flooding that cannot be contained.
A complete failure of the electric (please check your trip switch hasn’t been activated by a domestic appliance first).
Flooding caused by blocked drains that threatens to enter your home.
Security – a fault to a window or external door on the ground floor, causing a loss of security.
An issue posing a threat to the health & safety of customers or visitors to the property or the development.

When reporting an emergency repair, you will be asked to be available to provide access for 24 hours. Of course, if you are experiencing any of the above, we aim to have this attended to and resolved well inside the 24 hours.

IF YOU SUSPECT A GAS LEAK, CALL THE EMERGENCY GAS SERVICE.

If you suspect a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Service line immediately on:

0800 111 999 (24 hours) or for further details go to National Gas.

If you experience a full electric power cut, you can report this to:

National Grid on 0800 6783 105 or 105

Category 2 – 7 days:

Any problems that you have reported not classed as an emergency but are having a very negative impact on the enjoyment and full use of your new home, will be attended to within 7 days.

For example:

Slow containable leak.
Electrical sockets not working.
Blockages to waste pipes or drains etc.

Our Customer Care Team will advise you on any items that may fall within this category.

Category 3 – 30 days:

Any problems that you have reported that are having a lesser impact on the enjoyment and full use of your new home, but will have to be resolved, will be attended to within 30 days.