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customer aftercare

Anwyl Customer Aftercare
  • Help & Support
  • Customer Charter
  • Consumer Code
  • NHQC
  • FAQs
  • Home Demo
  • Complaint Process

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.

reporting an issue

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.

To report a defect please contact please contact Customer Services on 03300 244955, or by filling in the webform on our website under ‘Report a defect’. All issues need to be reported via Customer Care and as per the NHQB guidelines we have 30 calendar days to rectify the issue before a formal complaint can be raised.

If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints procedure.

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?

  • 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.

customer service team

You can provide full details of your customer care query by using our online form below. Please ensure to provide as many details as possible, including your development name and plot number if applicable, as well as any supporting documents that will assist us in dealing with your query as quickly as possible.

Alternatively, you can speak to us by calling 03300 244 955. Our opening hours are Monday – Thursday from 8:30am to 5:15pm and 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.

As business led by family values, our brand promises are at the heart of what we do. We strive to achieve the same high standards throughout every element of our business; whether that’s caring for customers or building homes.

As a Registered Developer with the New Homes Quality Board we comply with the New Homes Quality Code.

Our promises to you

We understand that sometimes things can go wrong, which is why we take complaints from homeowners very seriously. If you would like to make a complaint, we kindly ask you to let us know as soon as possible so that we can prioritise this and attempt to resolve the issue for you.

For more information please see the complaints process.


Buying a home is one of the biggest purchase decisions you will ever make. So, when you buy with Anwyl, your new home comes with a 10-year NHBC buildmark policy which includes deposit protection from exchange of contracts; a 2-year builder warranty directly with Anwyl which is backed by the NHBCs Resolution Service, and then 8 years of structural defects insurance cover.

Your 2 year builder 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 their warranty is activated if any problems do occur. With the majority of these, the warranty will be in place for 2 years but be sure to check to stop any unnecessary problems occurring.

Who are the NHBC?

The National House Building Council, commonly referred to as the NHBC, are the UK’s leading provider of warranty and insurance for new homes. They work with the house-building industry to improve the construction quality of new homes and to provide insurance protection for the homeowners that live in them. This gives you added reassurance when you buy your new home. Click here for more information.

The Buildmark policy provides protection for particular types of problems with your property, including but not limited to foundations and structure. For full details of the protection provided on your property, please refer to your policy schedule and Buildmark booklet. You will receive these from your conveyancer.

How does the Consumer Code look after our homeowners?

The Consumer Code acts as a rule book for Home Builders. We follow and adhere with their marketing, selling and aftersales care standards to ensure the best experience for those buying an Anwyl home.

You are welcome to download the Consumer Code PDF, or download a full copy of the 4th Edition Consumer Code Scheme. For any further information, please visit the Consumer Code website.

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

The NHQB is an independent organisation who champion quality new homes and better consumer outcomes, and we’re proud to be a Registered Developer.

The New Homes Quality Code ensures that every aspect of a new home purchase — from the moment you visit our sales centre through to two years after completion of your home — is covered.


You are welcome to download the NHQC PDF, or for further information, please visit the NHQB website.

We understand that sometimes things can go wrong, which is why we take complaints from homeowners very seriously.

When submitting a complaint, please note that you will need to follow the correct policy below. If you reserved your home before the 1st November 2022, please follow our Consumer Code complaints policy. Alternatively, if you reserved your home after the 1st November 2022, please follow the New Homes Quality Code complaints policy.

Consumer Code complaints policy

New Homes Quality Code complaints policy

Complaints Procedure for Consumer Code

Step 1 – If you have already contacted our Customer Service Team and they have been unable to help, please write to our Customer Service Manager, Annie Kellard, at the following address; Anwyl House, Clos Dewi Sant, St David’s Park, Ewloe, Flintshire, CH5 3DT. Annie will respond to you within 5 working days of receipt of your letter.

Step 2 – In the unlikely event that Annie has been unable to resolve your complaint, please write to our Head of Customer Service, Helen Tollitt, at the same address above.

Step 3 – If you remain unhappy with the outcome of your complaint, once you have heard from Helen, please write to the relevant Regional Managing Director. Phil Dolan, for Cheshire and North Wales region or John Grime for our Lancashire region at the same address above.

In order to register a formal complaint, it must be sent via letter and not email. Emails to individual mailboxes will be passed to the Customer Services team.

Complaints Procedure for NHQC

  • Please raise your complaint by filling in the Customer Care webform on our website, selecting the enquiry type as ‘Complaint’
  • Within 5 calendar days of the CID*, we will acknowledge all complaints. Where we are unable to resolve your complaint swiftly, the following process will apply
  • Within 10 calendar days of the CID*, we will send a pathway to resolution response. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales
  • Within 30 calendar days of the CID*, we will send a full complaint assessment response. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution
  • Once the complaint has been resolved, we will send a closure response which confirms what action has been taken
  • In the very unlikely event that the complaint remains unresolved after 56 calendar days of the CID*, we will send a further response to provide information on what has caused the delay, what the next steps are and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved

We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider (NHBC), or the New Homes Ombudsman Service.

The New Homes Ombudsman Service will decide at their own discretion when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider (NHBC) if relevant.

*Please note, the complaint’s initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).