Warranties

Taking care of your new home

The Taylor Wimpey warranty which lasts for two years from the date of legal completion, covers items not included in the NHBC Buildmark cover. For that period we guarantee items supplied as part of your new home, covering defects caused by our faulty workmanship or materials.

For more information read our Warranty FAQs.

UPVC windows and doors

Double-glazed windows, door locks and window catches, handles and hinges are covered by the manufacturer’s guarantee.

If you have a problem with any of these, please contact your site manager or customer services department, and they will contact the supplier, who will then contact you direct.

Appliances

We have a number of suppliers for the appliances on our properties.

A full list is available here.

Please ensure you complete and return the manufacturers registration card.

When you contact the manufacturer please ensure that you have your product number, the serial number and your legal completion date.

The Customer Assistance Line and How it Works

When you moved into your new home you should have been given a copy of our Customer Warranty and Emergency Information brochure, if you haven’t received one of these then you can either download it from the top of this page or contact your local Customer Services Team who will be able to send you one in the post. There should have been a card attached to this brochure which gives you the contact number you should call if you have any issues.

We offer two levels of support, if it is not an emergency then we will respond as soon as we can, normally within two working days. Repair times depend on the severity of the problem and the availability of spare parts but most problems are solved within 28 days. If it is an emergency we will endeavour to respond to you within two hours. But before you call us, it is worth looking at what we define as emergency and non-emergency items. If you do need to call us during office hours you will speak to someone in your local customer services team. If the problem is out of working hours then you will speak to Homeserve who provide our out of hours emergency cover.

What is not an emergency?

For all non-emergencies, please call us during office hours only. We will respond as soon as we can, normally within two working days. Repair times depend on the severity of the problem and the availability of spare parts, but most problems are solved within 28 days.

Examples of non-emergencies are:

  • Dripping taps
  • Doors which require easing
  • Faulty kitchen appliances

Taylor Wimpey has arranged for you to have access to some manufacturer’s own customer service departments. These numbers are with your appliance instructions.

What is an emergency?

Central heating and hot water
Complete failure of the combined central heating/ hot water system. Before calling, please check that this has not been caused by local electricity or gas supply problems, or by incorrectly setting your timers or thermostats, or by any shut off device that can be reset by the user (refer to boiler/cylinder instructions for further details).

Water supply
Complete loss of water supply. Before calling, please check that your water supplier has not turned off the water to carry out repair work in the area.

Water leak
When a leak cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.

Gas leak
Please contact your gas supplier on the emergency number 0800 111 999, before calling us. They will be able to isolate the meter and make your home safe.

Total loss of gas
Before calling us, please check that your gas supplier has not turned off the mains to carry out repair work in the area.

Loss of power supply to socket outlets
When there is a total loss throughout the property and it cannot be solved by resetting the master trip switch, or if the loss is partial but there is a potential safety hazard (such as in a communal hallway).Please check that your electricity supplier has not turned off the mains to carry out repair work and that there is no local power failure.

Blocked drains
When they are causing a flood or overflowing internally or externally.

Downloads

Please view the Warranties Brochure either as a PDF or as an interactive document

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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