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Allanwater provides a two-year guarantee on your home from the day you take ownership. We guarantee everything for this period which is caused by faulty workmanship or materials. (Exceptions being Kitchen appliances which carry their own guarantee supplied by the Manufacturer and any problems caused by natural shrinkage or condensation).
We have a dedicated aftersales department available during normal working hours and 24hr emergency numbers for both plumbing and electrical emergencies should you require them.
Our aim is to provide a high level of customer care and continually improve upon our service. A customer satisfaction survey shall be issued within six to eight weeks of taking ownership of your new home. We will ask for your honest feedback on the different stages of your purchase.
We would appreciate you taking the time to fill this in, allowing us to investigate your individual move and giving us valuable feedback which we can use to improve on the service we provide.
Should you identify any defects within your New Home, please, in the first instance, email only our aftercare team at aftercare@allanwater.co.uk; this will allow us to respond and log accordingly.
Aftercare shall liaise directly with you and the site team to arrange and conclude work as quickly as possible.
We endeavour to satisfy remedial within 30 working days from notification. These timescales are dependent on the availability of contractors and the necessary parts and materials required
Finally, thank you for choosing Allanwater Homes, we are very much looking forward to creating your new home.
Check the pressure gauge at the boiler/hot water cylinder and re-pressurise if below the recommended pressure. Reset the appliance.
Check the electrical supply to the boiler, including the fuse to the spur, if applicable. (This is normally located close to the boiler.)
Look for error codes on the boiler display and refer to User Manual from your handover folder.
Contact the Customer Care Department or if outside of normal office hours the emergency service which will be detailed in your handover folder.
Check that the water stopcock/isolating valve has not been inadvertently closed.
Check with neighbours to ascertain if other properties are affected. (This will indicate an issue with the water supplier.)
Contact Scottish Water to determine the nature of the loss of supply. You will find this number in your handover folder.
If you smell gas you must immediately report this to your gas supplier on 0800 111 999. They will isolate any problems and make sure you are safe.
If the leak is containable, for example, it stops when the shower is turned off, then please contact the aftercare department.
If the leak is not containable, then turn off the water stopcock to prevent water from entering your property. Then contact the Aftercare department immediately, or if it is out within normal hours, contact the emergency service on the number detailed in your handover pack.
Kitchen sink
Avoid pouring any cooking grease & solids of any kind down the sink. It is good practice to ensure that all plates are well scraped before washing them
Toilets
Never flush anything other than toilet tissue.
Bathroom sink, baths and showers
Remove all traps regularly and remove any build-up of hair
Please refer to the Scottish Water Campaign Leaflet “keeping the cycle flowing” for more information on what can and what should never be flushed:
https://www.scottishwater.co.uk/help-and-resources/document-hub/your-home/cycle-campaign
For the first two years, we have arranged for emergency cover to be available 24/7 for the following emergencies. These contact numbers can be found in your handover folder which you will receive on your move-in day.
Please check with your supplier that there is no power cut in progress.
Loss of heating or serious water flow that cannot be shut off outwith regular office hours.
In any instance of any cases detailed above, please contact our Aftercare team at aftercare@allanwater.co.uk
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Head Office: 24B Kenilworth Road,
Bridge of Allan FK9 4DU
Telephone: 01786 831111