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help & support

Our dedicated support team is on hand to help with any queries regarding your new Anwyl home and to assist you in the event of an emergency. Many queries maybe answered via our frequently asked questions page.

taking care of you

At Anwyl Homes our aim is to provide you with excellent customer service. However, we are in hugely challenging times and although pandemic restrictions are hampering our ability to get workmen swiftly in to customer homes, we are working extremely hard to try to reduce any waiting times as much as we can and are very grateful for the patience shown. If you are not happy about any part of our service we want to know. If we fail to meet your expectations, please give us the opportunity to work together and put things right as quickly as we can. Whatever your concern, let’s work it out.

Here’s all the necessary information should you need to contact a member of our dedicated team who will help you with your query as quickly as possible.

customer service team

03300 244 955  customer-care@anwyl.co.uk

Monday – Thursday, 8:30am – 5pm & Friday 8:30am to 4pm

Please note: We respectfully advise that any aggressive behaviour, threats or verbal abuse to members of staff either in person, over the telephone or in writing, will not be tolerated under any circumstances.

warranties

Buying a home is one of the biggest purchase decisions you will ever make. So, when you move with Anwyl, your new home is protected by a NHBC Buildmark Warranty which gives you a 10 year structural warranty as well as the Anwyl 2 year warranty.

who are the NHBC?

The National House Building Council, commonly referred to as the NHBC are the UK’s leading standard-setting body and provider of warranty and insurance for new homes. They work with the house-building industry to raise the standards of new homes and to provide consumer protection for homebuyers. This gives you added reassurance when you buy your new home. Click here for more information.

This warranty means that all our homes have been built to comply with the NHBC standards which set out technical requirements for design, materials and workmanship in new home construction. The structural warranty covers the cost of fixing any damage caused by faults in specific parts throughout the home. This means that the structural and weatherproofing elements are covered.

For additional peace of mind each property comes with an Anwyl warranty. This covers any faults and defects that may arise within 2 years of you moving into your property, in line with the NHBC standards.

The Anwyl warranty does not, however, cover each individual appliance within your home. When you first move in to your home, you should ensure that you register all appliances with the specified manufacturer, to ensure it is valid if any problems do occur. With the majority of these, the warranty will last for two years but be sure to check to stop any unnecessary problems occurring.

emergency contacts

In an emergency it is important to know what to do. Make sure that you know where the various valves and switches are situated so that you can turn off the water or electricity in the event of an emergency. Before calling make sure you have your full postal address to hand.

what is an emergency?

Please check that your emergency falls into one of these categories;

  • A gas leak
  • Complete failure of your hot water or heating system*
  • A persistent water leak that cannot be contained*
  • Complete failure of your electrics (if this is a power cut, please call your electricity provider) *
  • Flooding caused by blocked drains that threatens to enter your home*

*Please note Anwyl Homes will only deal with emergency issues within the initial 2-year Anwyl Homes warranty time period.

If you suspect a gas leak, act quickly. Please call the emergency services line on 0800 111 999.

In the event of an electrical emergency or power outage please call 105 from your mobile or landline and the telephone service will automatically direct you to the network distributor’s emergency number for your area.

For all other emergencies please call the Anwyl team 03300 244 955.

During office hours this will be answered by a member of the in-house team and out of hours please remain on the line, press 9 and you will be transferred to a member of staff who will be able to assist you.

Please note our out-of-hours team will not be able to help with non-emergencies.

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