executive collection of 4 & 5 bedroom homes
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.
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.
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.
*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.
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.
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.
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.
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.
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.
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