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An update for our customers in Wales

To our customers in Wales,

As a valued customer who is buying or has moved into a new home at one of our Welsh developments, our aim is to continue to support you during this challenging time, with your health and safety our number one priority.

Last week our site management teams returned to the majority of our sites in England and Wales to put in place a series of additional health and safety and social distancing measures to prepare for the gradual return of our subcontractors to sites and the controlled resumption of construction from 11 May 2020.

Following the updated UK Government guidance, which has come into effect today, removing the restriction on non-essential home moves and supporting the return of activities related to the sale and purchase of homes, we announced today that we will be reopening our sales offices and show homes in England from 22 May, for pre-booked appointments with strict social distancing measures in place.

We have put additional measures in place to maintain strict social distancing in line with government medical guidance and provide additional reassurance and protection for our customers and sales teams. These revised measures meet the Government ‘Covid-19 Secure’ principles.

At this stage, we do not expect sales offices to open in Wales until this receives Welsh Government support.

Our dedicated Sales Executives and Customer Relations Managers in Wales are continuing to work remotely to provide you with any support that you may need during this evolving and unprecedented situation, and they will continue to do so until our sales offices can open safely.

Each Taylor Wimpey home comes with a two-year Taylor Wimpey warranty. As a thank you to all our customers for their patience and support during this time and, to give added reassurance, we will extend our two-year warranty for all customers in warranty by two months free of charge. For customers whose warranties has expired during the lockdown period, we will also extend these by two months.

During the lockdown period we have continued to attend any reported home emergencies. We will continue to prioritise these but we want to do what is right for our customers and fix issues as quickly as possible, whilst ensuring we can undertake the work safely and comply with social distancing requirements. Following feedback from customers and consulting with our teams, we have been gradually extending this safely and in a controlled way to support and deal with a wider range of customer issues.

We recognise this is an extremely challenging time and there are likely to be several factors that may affect your customer journey with us. Please remember, that you can always contact our Sales Executives and our Customer Relations Managers who will do their best to help.

Customers with sales enquiries can visit our website for contact numbers and to check opening times, and existing customers can get in touch by calling our Customer Service team.

Finally, thank you once again for your continued support and understanding, and for the trust you have placed in us. We won’t let you down.

Best regards

Pete Redfern
CEO Taylor Wimpey