We are dedicated to ensuring that moving home with Homes by Esh is everything you want it to be. As a buyer, you never want to be faced with problems or nasty surprises when you move in. That’s why we do everything within our power to give you absolute peace of mind when you make one of the most important decisions of your life.
Our support begins from the moment you make contact with Homes by Esh for the very first time and continues long beyond the moment you turn the key in the door of your beautiful new home.
Each and every development we build is planned and implemented with care and attention to detail. We work incredibly hard to build homes and communities where people can flourish. In doing so, we always engage local residents and the people in our locality to accommodate them and remain sensitive to those our homes are built to serve.
We believe in safe and efficient construction practices, taking care to protect both our staff and future homeowners by meeting a number of important regulations and requirements.
The Consumer Code came into force on the 1st April 2010. It sets mandatory requirements that all Home Builders must meet in their marketing and selling of Homes and their after sales customer service.
The purpose of the Code is to ensure that Home Buyers:
- Are treated fairly
- Know what service levels to expect
- Are given reliable information upon which to make their decisions
- Know how to access speedy, low cost dispute resolution arrangements if they are dissatisfied
The Home Warranty Bodies have agreed to require all their registered builders to adopt and comply with the Code as a condition of their registration. Where a Home Builder is found to be in serious breach of the Code, Home Warranty Bodies can apply a range of sanctions, including removal from the Home Warranty Body’s register and exclusion from all registers run by other Home Warranty Bodies that participate in the Code scheme.
Customer Care Charter
No need to write in: we will happily deal with your issues over the telephone this includes any questions or queries you may have or reporting faults or warranty issues.
Reporting an issue: Please contact our After Care Department rather than the site manager of sales staff, this way we can monitor all aspects of the work required to ensure they are completely satisfactorily.
After Care contact number – 0845 270 22 88
lines open Monday to Thursday 8.00am – 4.30pm, Friday 8.00am – 4.00pm
After Care email contact: Housing.Aftercare@esh.uk.com
When will it get fixed: If you report a standard job (standard job is anything which is not an emergency which requires labour only) providing we can agree access we would expect to complete these works within 15 working days. Where we require parts or additional material we would expect to complete the job within 30 working days of the replacements being dispatched to us. Should our suppliers advise us of any delay in obtaining materials we require we will contact you and advise you of this.
Working days consist of Monday – Friday between the hours of 8.30am – 3.00pm.
Emergencies: The following are classed as an emergency:
- Complete failure of the heating system*
- Complete failure of the hot water system or both heating and hot water*
- A water leak which cannot be contained
- Complete failure of the electrics*
- Blocked drains
- Lock not working on ground floor door
- Alarm system not working
- Roof leaks – if this is caused by storm damage please call your building insurance company in the first instance. Please note that health and safety regulations prevent anyone working on a roof during adverse weather conditions or in darkness
*Before reporting an emergency, please ensure the issue is not due to a local power cut or gas failure.
Emergency number (provides out of hours cover for emergencies only) – 0300 303 4917
A note to our investors:
Please advise your tenants of our contact number and emergency number, a copy of this charter should also be given to your tenant.
Please advise your tenant if they should also report any issues they may have to you as their landlord prior to them contacting us.
Should the property you have purchased remain empty for any amount of time, it is recommended that the hot water system is drained down and the water turned off, as this will prevent any significant damage should there be a leak whilst the property is unoccupied.