Part of the Thomas Armstrong Group.
Moving into a new home should feel exciting, not uncertain. If you need support after completion, our Customer Care process is here to help you raise concerns clearly, understand what happens next, and get your enquiry to the right person as quickly as possible.
Every new home needs time to settle, and some minor issues can naturally appear during the early stages of occupation. When that happens, it is important that you have a clear route to report concerns and receive the right support.
At handover, you should have the key information you need about your new home, including useful guidance on living in and looking after the property. If something needs attention after you move in, our Customer Care process is in place to help make that as straightforward as possible.
We will acknowledge your complaint within three working days of receiving it.
Your complaint will be reviewed and you will receive a written response setting out the outcome, along with any actions or next steps where appropriate.
If you are not satisfied with the response you receive, your complaint can be escalated for further review by senior management.
If you have followed our complaints procedure and the matter is still not resolved, you may be able to refer the issue for independent dispute resolution in line with the Consumer Code for Home Builders.
Our homes come with a 10-year LABC warranty which includes deposit protection from exchange of contracts, a two-year builder warranty from legal completion provided by Thomas Amstrong Construction Limited, and eight years of structural defects insurance cover by LABC.
To find out general information about the policy, please visit Homeowners| New homes warranty. For your plot specific details, including any exclusions and limits, please refer to your policy documents which you will receive from your solicitor.
If you need to report an issue or contact our Customer Care team, please provide as much detail as possible. Including your development name, property address, plot number, and a clear explanation of the issue will help us deal with your enquiry more efficiently.
Please provide as much detail as possible so your enquiry can be reviewed and directed to the right person without delay.