Support with your new home
If you smell gas or think you have a gas leak, please call the free emergency gas line on 0800 111 999
Customer Care
Your Warranty
1st 2 Years - Defect Warranty
- We cover any defect to your home caused by faulty workmanship or materials under section 2 of the NHBC 2 year buildmark policy.
- We aim to acknowledge your enquiry within 3 working days from receipt and in most situations should be able to settle an aftersales issue or problem within 30 days, unless there is a significant reason for a delay, such as material availability. We will keep you regularly updated of any progress should this be the case.
- Please note, we can only make customer care appointments during our normal working hours, which are 8:00 - 16:30 other than for an emergency.
NHBC 10 Year Warranty
- Build warranty
Consumer Code or NHQB??
- If you reserved your home before 4th April 2023 the Consumer Code for Homebuilders applies.
- If you reserved your home on or after 4th April 2023 the New Homes Quality Board (NHQB) applies.
Customer Care Normal Hours Monday - Friday 8:30am to 5:00pm - [email protected] / 01522 852455
Emergencies
What is an Emergency?
- Serious water leaks
- Total loss of power
- Complete loss of water supply
- Security of your property
- Complete failure of your heating and hot water system
- Any other situation that causes risk to life within your own property, at a neighbours property where they are not present or within the live build site
For Emergencies during normal working hours, 8:30am to 5pm
- Customer Care Department on 01522 852455.
Outside of normal working hours please call
- 01522 500300, where a recorded message will give you the appropriate contact telephone number of our Customer Care Operative who is on call at that time.
Before reporting any emergency, please ensure that the problem is not caused by a general failure in the area. Customer Care Normal Hours Monday - Friday 8:30am to 5:00pm - [email protected] / 01522 852455
Non Emergency service calls
How to report a defect?
- Via email - [email protected]
- When reporting a defect please provide the following: The plot number and address, a full description of the defect and the location within the property, any photos where applicable and any other information you feel would be helpful.
- We aim to acknowledge your enquiry within 3 working days from receipt.
- In most situations we should be able to settle an aftersales issue within 30 days, unless there is a significant reason for delay such as material availability. You will be kept updated regularly of any progress should this be the case.
- Customer care appointments will be made between 8:00 - 16:30 Monday to Friday. Other than for an emergency, appointments outside of these hours are not available.
- We require someone to be present in your property for the duration of the visit, this can be your chosen representative over the age of 18 if you are unavailable.
- Please be aware that due to safeguarding, we are unable to visit a property where there is an unaccompanied minor present.
Customer Care Normal Hours Monday - Friday 8:30am to 5:00pm - [email protected] / 01522 852455
Running in your new home
Structural
- During the first few months, your home will need to settle. This includes allowing it to dry out gently.
- During construction, a new home is subject to weather and many thousands of litres of rainwater can be absorbed by the structure before it is made watertight.
- As the structure is drying out you may notice minor cracks in interior walls (shrinkage) or white deposits on any brickwork (efflorescence).
- Leave windows or trickle vents open and use extractor fans in kitchens and bathrooms to help to ventilate your home and allow moisture to evaporate more naturally. This will also avoid condensation forming which can damage timber and paintwork.
- The length of time your house takes to dry out depends on how it was built and in what sort of weather conditions. Generally speaking, it will take around nine months to a year.
- After this time, shrinkage can normally be put right very easily with ordinary filler and a simple lick of paint during routine redecoration.
Customer Care Normal Hours Monday - Friday 8:30am to 5:00pm - [email protected] / 01522 852455
Looking after your new home
Routine Maintenance
- Regularly check drains and traps to clear debris and hair etc
- Check boiler pressure and bleed radiators
- Check bath and shower sealant and replace as necessary
- Following cleaning guidance for items within your home
- Lubricating and cleaning moving items such as pop-up plugs
- Clear gutters of leaves and moss etc
- Garden maintenance
- Follow appliance maintenance guidelines - cleaning filters, topping up with salt etc
- Follow maintenance guidelines from window manufacturers
Annual Maintenance for Warranties
- Boilers and Cylinders require a service annually by a Gas Safe engineer to maintain your warranty.
- An annual HEATAS approved chimney sweep is required where you have an operating chimney.
Customer Care Normal Hours Monday - Friday 8:30am to 5:00pm - [email protected] / 01522 852455
Service Check
Complimentary Service Check
- Lindum Homes offer a complimentary six month service check. The purpose of this visit is to check the operation of items within your property such as door handles, kitchen units, sealants etc.
- After six months, we will be in touch to offer you an appointment. During this appointment you can also raise any concerns you may have and any items that fall outside of the NHBC tolerances will also be addressed, this will not include general maintenance and decorative items.
- The service check is only available between 6 and 8 months after completion and cannot be delayed.
Customer Care Normal Hours Monday - Friday 8:30am to 5:00pm - [email protected] / 01522 852455
Energy Efficiency
Our homes are built with modern materials that make your home cost effective to run with insulation fitted in walls and loft spaces, energy efficient heating systems and double glazed windows and doors.
All Lindum Homes come complete with a 10 year NHBC Buildmark warranty.
