Customer Care

Our commitment to you continues after you have moved into your new home.

For a period of two years after legal completion, we are responsible for any defects that may arise and will replace or repair defects or damage caused by workmanship or materials.

Your new home comes with a ten-year structural warranty from Premier Guarantee. Following the completion of the initial two-year period, any structural defects will then need to be reported to Premier Guarantee. There are some defects that will not be covered under the warranty, so please refer to your warranty documentation that will be provided upon completion of your home.

For more information, please visit:

Premier Guarantee’s website


We know that there are times when things go wrong and need to be attended to quickly. We have arranged emergency assistance cover available 24 hours a day for the first two years following legal completion.

Emergencies might include the breakdown of your central heating or hot water system, water leaks from blocked drains or electrical failure.

In the event of an emergency arising outside of normal office hours, please contact
NPA Emergency Response 24/7
on 03458 778101.


We are proud to work within the requirements set out in the New Homes Quality Code for Home Builders. We will endeavour to make the buying process as smooth as possible by ensuring that we provide you with comprehensive information throughout your move. We put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously.

View our complaints procedure