Customer Charter

Our Customer Service Charter sets out the help we will provide to you throughout your moving process and after you have moved in.

We will:

  1. Strive to ensure all our marketing and advertising is clear and truthful, and use clear and fair terms and conditions in our sale contract.
  2. Give you detailed information about the home you are buying and guidance regarding the choices and options available to you.
  3. Give you your own files showing you all the steps involved in buying a new home, moving in, maintaining your new home, details of warranties and guarantees and our after sales service.
  4. Invite you to meet the Site Manger who is responsible for building your home, so you can ask whatever questions you may have.
  5. Provide you with regular updates on the construction progress of your home, and when it will be ready.
  6. Invite you to visit your new home before you move in so we can show you how everything works.
  7. Tell you about our 2 year Taylor Wimpey Warranty, along with the NHBC 10 year Warranty.
  8. Ensure you receive Health and Safety advice when visiting a development, and when you have moved in.
  9. Arrange for your Site Manager to visit you after you have moved in to make sure you have settled in, and answer any questions you may have.
  10. Provide an after sales service including a formal complaints process if you feel you haven’t received the service you should have.

Download the Taylor Wimpey Customer Service Charter
(Requires Adobe Reader )

Our Customer Service Charter fully acknowledges the requirement of the 2010 Consumer Code. Further details are available at http://www.consumercodeforhomebuilders.com

Read the full details of the Taylor Wimpey Customer Service Charter .

If you need further assistance, please contact us.

We offer two levels of support - one for emergency situations and one for all other situations covered by our warranty.

When should you call?
Is your query in relation to:

Loss of power supply

Have you tried resetting the master switch in the consumer unit?

Have you checked that your electricity supplier has not turned off the mains to carry out repair work in the area and that there is no local power failure?

Is there a total loss of power supply throughout the property?

Please contact us immediately by telephone.

Please contact us immediately by telephone.

Please contact your electricity supplier.

Please try resetting the master switch in the consumer unit.

Blocked drains

Is there flooding or overflowing inside or outside?

Have you checked that nothing is blocking the toilet flushing function?

Please contact us immediately by telephone.

Please go and check nothing is blocking the flushing function on your toilet.

Please call us during office hours.

Doors and windows

Is a faulty lock to a window or door affecting security?

Please contact us immediately by telephone.

Please call us during office hours.

Walls and fences

Is there a potential danger to people or property?

Please contact us immediately by telephone.

Please call us during office hours.

Roof tiles and leaks

Are missing roof and/or ridge tiles due to storm damage?

Please contact your buildings insurance company directly as this is not covered by Taylor Wimpey.

Please call us during office hours.

Central heating failure

Have you checked this isn't due to local electricity or gas supply problems?

Have you checked your timer settings are correct?

Have you checked your thermostats are set at the right temperature?

Have you checked the shut off device and followed the correct resetting procedure?

Please contact us immediately by telephone.

Please check the resetting procedure and the shut off device.

Check the temperature setting for your thermostats.

Please check your timer settings are correct.

Please check with your local gas/electricity supplier for any problems with your supply.

Water supply

Have you checked that your mains stopcock is turned on?

Have you checked that your water supplier has not turned off your mains to carry out work in the area?

Please contact us immediately by telephone.

Please contact your local Water Supplier.

Please call us during office hours.

Water leak

Is the leak uncontainable, or causing damage, or penetrating an electrical fitting?

Please contact us immediately by telephone.

Please call us during office hours.

Gas leak

Have you opened all windows and turned off all gas appliances?

Please contact your gas supplier immediately on 0800 111 999.
They will send someone to isolate the meter and make your home safe.

Do this now and then contact your gas supplier immediately on 0800 111 999.
They will send someone to isolate the meter and make your home safe.

Total loss of gas

Have you checked your gas supplier has not turned off the mains to carry out repair work in the area?

Please contact us immediately by telephone.

Please check with your gas supplier.

Out of Hours Emergency

To Contact us by telephone or in an emergency please enter your development name, town or postcode in the search box to locate your nearest Taylor Wimpey office.

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