Covid 19 hub
Staying safe during Covid-19

An update from Taylor Wimpey

Lavenham lounge at Wynyard Manor
Following the latest updated guidance from the Scottish Government, we are writing to let you know that from w/c 15 June 2020, we will be able to start addressing outstanding external and urgent general issues that have been raised by customers where their home remains within warranty.

As you will be aware, we have already extended our normal two-year warranty by three months in light of the current health emergency and we remain committed to supporting you in these challenging times. 

For customers who have already reported an issue to us

We will contact you in the coming weeks to arrange an appointment. We apologise in advance if this takes a little longer than usual, as we look to prioritise, and resume works in a safe and managed way.  Please be reassured that all customer issues have been logged in our system and appointments will be arranged as quickly and efficiently as possible.  You do not need to recontact us about an issue that we are already know about.
  
For customers who need to report a new issue to us

Please note that we will prioritise works within homes where we are aware of outstanding issues, but we can now extend our service to customers who need to report new issues, where they remain within warranty. We will begin to book in these works under our new construction protocols, where this is safe to do so and wherever new issues are raised.

If your issue is not urgent, please do not contact us immediately to allow us to work through urgent issues for other customers.  We also know that there are times when something goes wrong, and it needs to be fixed as soon as possible. To check what we class as an emergency please visit: www.taylorwimpey.co.uk/customer-service/enjoying-your-home/your-warranty-explained

Protecting our customers, employees and subcontractors, and indeed our wider communities remains our first priority, and all works will be completed in a safe and measured way, guided fully by current health advice from the Scottish Government and Health Protection Scotland.   

Should we contact you, and you do not wish us to procced with your works at this time we will happily contact you again at an agreed point in the future to review your wishes.

We are confident that we have a robust set of detailed protocols and revised guidelines under which we can operate safely to carry out these works, and in order to reinforce health and safety standards among our workforce and subcontractors working on site, we have also created the Taylor Wimpey Covid-19 Code of Conduct. This outlines our very clear expectations of the behaviours of all those working near or inside our customers’ homes and visiting our sites to work. We will be regularly monitoring and enforcing these behaviours on our sites.

In the meantime, if you have any new issues to raise, please do so through our customer portal, Touchpoint, or using the contact details here.
 
We thank you for your understanding and patience at this time and hope that you and your families are remaining safe and well.

Taylor Wimpey Customer Service Team