Here for you after you've moved in
Our Customer Care team is here to help with any questions or concerns about your new home. Whether you need to report something that isn’t quite right, need some advice or simply aren’t sure who to speak to, get in touch and we’ll help you from there.
Customer Care
Getting in touch
Whether you need to report an issue with your home, have a question or simply need a little help, our Customer Care team is here for you.
Opening hours:
Monday to Friday, 8am – 4:30pm
Excluding bank holidays
Call us:
01827 317 791
Email us:
customercare@owlhomes.co.uk
Customer Care
The process for reporting a defect
If something isn’t quite right with your home, please get in touch and we’ll help you get it sorted. We’ll take the time to understand the issue, let you know what happens next and keep you updated along the way. Here’s what you can expect when you report an issue to our Customer Care team.
Get in touch
Contact our Customer Care team with your name and address so we can identify your home on our system.
Tell us as much as you can about the issue. Photos, videos and any other useful information can help us understand what needs looking at.
We’ll review it
Our team will assess your enquiry, check the warranty status of your home and work out the appropriate next step.
We’ll come back to you
We’ll contact you within 48 working hours with an update, including the expected timescale and our plan of action.
Some issues may need further investigation before we can give you a firm resolution date, but we’ll keep you informed along the way.
We’ll arrange the right person
If someone needs to visit your home, we’ll arrange for the appropriate specialist or tradesperson to attend.
We’ll coordinate the visit
We’ll act as the go-between for you and our tradespeople, keeping things as straightforward as possible.
Unless we tell you otherwise, we’ll confirm the date and time of the appointment with you so you know who to expect and when.
We’ll check everything is sorted
Once the work has been carried out, we’ll follow up with you to make sure the issue has been resolved.
Because for us, the job isn’t finished until we know you’re happy with the outcome.
Out of hours emergencies
For an out-of-hours emergency, please contact Safeguard:
01207 503 293
Please only use the emergency service for issues covered by your Owl Homes warranty that require immediate attention.
Customer Care
What counts as an emergency
Our out-of-hours service is there for genuine emergencies that need attention before our Customer Care team is next available. If you’re unsure whether your issue is an emergency, take a look through the examples below.
If you’re unsure, don’t worry about knowing exactly what category your issue falls into. Tell us what’s happening and our team will help you work out the next step.
Gas and carbon monoxide
If you suspect a gas leak, or are concerned that carbon monoxide may be escaping from a gas appliance, call the Gas Emergency Service immediately on 0800 111 999. The line is free and available 24 hours a day.
For further information, visit www.britishgas.co.uk.
Heating and hot water
A complete failure of the heating system and or hot water.
Electrics
A complete failure of the electrics affecting your home only, heating system and or hot water system
Home security
Where a fault to a window or external door causes loss of security of your home.
Water leaks and flooding
A water leak or flooding that cannot be contained. This also includes flooding caused by blocked drains that threaten to enter your home.
Customer Care
Something not quite right?
If you’ve identified an issue with your home, use this form to let our Customer Care team know.
Please give us as much information as you can, including photos where helpful, so we can understand the issue and work out the best next step.
Customer Care
The Consumer Code for Housebuilders
Buying a new home is a big decision, and we want you to feel informed, supported and confident at every stage. That’s why we follow the Consumer Code for Home Builders, which is designed to make the new-build buying process fair, transparent and clear.
The Code sets out the standards you can expect from us, from the information and support you receive when choosing and reserving your home, through to the service we provide after you’ve moved in. It also gives you additional protection and access to independent resolution should things not go as expected.