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Allanwater Aftercare

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As part of our on-going customer service commitment we would like to take this opportunity to introduce you to Allanwater Aftercare.

Our service to you doesn’t just end when you move in, in fact it’s only just beginning.

Allanwater provides a two-year guarantee on your home which commences from the day you take ownership. We guarantee everything for this period which is caused by faulty workmanship or materials. The only exception is the Kitchen appliances which carry their own guarantee supplied by the Manufacturer.

We have a dedicated aftersales dept, 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. We will send you within six to eight weeks a customer satisfaction survey after you move in, which will ask for your 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 give us valuable feedback which we can use to improve the service we provide.

Should you identify any defects within your New Home, please in the first instance, email our aftercare team aftercare@allanwater.co.uk, who shall respond and log accordingly.

Aftercare shall liaise directly with yourselves and site to arrange and conclude works as quickly as possible.

We endeavour to satisfy remedials within 30 working days from notification. These timescales are dependant on the availability of contractors and the necessary parts and materials required.

Should you have to report any issues, please do so immediately by submitting the form below.

Fields marked with * are required.


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Rate your priority *

Please only tick Emergency in a genuine emergency.

For more info please read section below.

NORMAL Priority LevelURGENT Priority LevelEMERGENCY Priority Level

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What is an Emergency?

Below is a list of the typical incidents that we class as an emergency.
(These items will be attended to within 72 hours).

 

• Central Heating & Hot Water

Complete failure of the combined central heating/hot water system. Before calling, please check that this has not been caused by local electricity or gas supply problems, or by incorrectly setting your timers or thermostats, lack of water pressure to the boiler, or by any shut off device that can be reset by the user (refer to boiler instructions for further details).

• Water Supply

Complete loss of water supply. Before calling, please check that your water supplier has not turned off the water to carry out repair work in the area.

• Water leak

When a leak cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.

• Gas leak

Please contact your gas supplier on the emergency number 0800 111 999 before calling us, they will be able to isolate the meter and make your home safe.

• Total loss of Gas

Please check that your gas supplier has not turned off the mains to carry out repair work in your area.

• Loss of power supply to socket outlets

When there is a total loss throughout the property and it cannot be solved by resetting the master trip switch, or if the loss is partial but there is a potential safety hazard. Please check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.

• Blocked drains

When they are causing a flood or overflowing internally.

• Blocked toilet

When you have no other useable toilet (see items excluded).

Items excluded from your Warranty

• Problems with any workmanship, materials or appliances that you have brought or added to the property.

• Damage caused by storms or, accidentally, by negligence, abuse or poor maintenance of the property or appliances. This includes blockages caused by inappropriate disposal of waste.

• Any cosmetic defects such as scratches, chips or marks that have not been reported at handover. This includes decoration, flooring, tiling, kitchen units, radiators, fitted Bedroom and bathroom furniture, worktops, sinks, sanitary ware, appliances, glass, and other similar items.

• Any problems caused by natural shrinkage or condensation.

• Any inconvenience, distress, consequential loss of enjoyment, or income loss caused by remedial works, assuming all reasonable steps have been taken to minimise disruption. With particular reference to kitchen/central heating appliances, please ensure you register all your appliances via the registration documents provided in your handover pack, the contact numbers are contained with the service/maintenance manual.

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