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Abbey New Homes

Customer Care

Our commitment revolves around you, our valued customers

From your initial visit to our developments, through to legal completion and beyond, we stand by you every step of the way. Your satisfaction is paramount to us and we take pride in ensuring your needs are met. Whether you’re reserving one of our properties or receiving the keys to your new home, we’re here for you.
Customer Statement

Any defects occurring within the initial two years should be promptly reported to us either through our site management teams (if the agreed items list within seven days remains incomplete) or our dedicated Customer Care department (if the seven day agreed items list has been completed). We will address defects, substandard workmanship, or material and component failures in accordance with the guidelines outlined by your warranty provider.

For the duration of the warranty, spanning from the third to the tenth year, any issues should be directly communicated to your warranty provider.

Certain defects are excluded from warranty coverage. Further details on these exclusions can be found in your New Home Handover Pack, given on completion of your home.

Useful information on maintaining your new home, please refer to the guides.

Abbey New Homes’ Customer Care operates 9am to 5pm Monday to Friday. For any emergencies outside of these hours, including Bank Holidays, please refer to your New Home Handover Pack.

Complaints Procedure

We endeavour to provide all of our customers with a high standard of service and a quality new home. If you are unhappy with our service or the standard of your new home, please contact our Customer Care department via email to

Please provide the following information in your email to help us deal with your issue as efficiently as soon as possible:

  • Site name
  • Plot number/house number
  • Full postal address
  • Detailed information relating to your issue including any relevant photographs

We will acknowledge your complaint and respond within five working days. You can expect a more detailed response within 20 working days once we have thoroughly investigated your complaint and can offer you a fair response utilising the information available to us.

In the unlikely event that you remain dissatisfied with our response and your complaint becomes a dispute, you may refer it to the Independent Dispute Resolution Scheme or the Home Warranty Body (or both).

Your normal legal rights are not affected by you raising a complaint via our internal procedure or the Independent Dispute Resolution Scheme.

A dispute may be bought to the Independent Dispute Resolution Scheme after 56 days since you first raised the complaint but no later than 12 months after we have made a final written response.

Consumer Code

We fully support the Consumer Code for Home Builders and offer our two year warranty plus a ten year insurance backed warranty on all our Abbey New Homes.

If you consider yourself to be a vulnerable person and wish to access The Consumer Code for Homebuilder in another format, please get in touch.

In an emergency, please refer to the Out of Hours Emergency Contact Details on the inside cover of your New Home Handover Pack.