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.
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 . 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).
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.
When a leak cannot be contained and is causing damage, particularly if it is leaking into an electrical fitting.
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.
When they are causing a flood or overflowing internally or externally.