Covid 19 hub

An update from Taylor Wimpey

10th December 2021

New homes at Etling View

Dear customer,

Firstly, I am writing to reassure you that following the Government announcement on 8 December 2021 regarding additional Covid restrictions, all Taylor Wimpey construction sites, sales centres and show homes will remain open. We will continue to carry out all customer service work, with additional measures in place for added reassurance and to protect our staff, customers and all visitors to our sites.

I do however, want to take the opportunity to set out some changes you may see on our sites and sales offices and on our customer service visits as a result, and as we continue to prioritise your health and safety.

New customers visiting a Taylor Wimpey sales centre

At Taylor Wimpey we have an appointment model to provide a personalised and dedicated customer experience. Appointments to visit a sales centre or for an unaccompanied show home visit can continue to be booked on our website here. We continue to use observe social distancing, use and provide hand sanitiser and have additional cleaning protocols in sales offices and on our sites for your safety.

In line with new Government guidance, our sales staff will be working behind a Perspex screen and may be wearing a face covering. Before you appointment we will complete a pre-appointment screening questionnaire before visiting. We politely request that customers wear a face covering when visiting site unless medically exempt.

Customers who have reserved a Taylor Wimpey home

We know how important your new home is to you and we want to make your customer journey as smooth as possible.

During the pandemic, we have worked with customers to adapt our processes and to ensure all elements of buying a Taylor Wimpey home can be carried out virtually. In line with Government guidance we will therefore be conducting digital meetings where appropriate, and where this is the customer’s preference.

You can continue to book appointments in person with our sales staff via our website for to select your optional upgrades and will of course be there to ensure your moving in day goes as smoothly as possible.

Customers living in a Taylor Wimpey home

We remain committed to helping you resolve any issues and you can continue to log any issues on our dedicated customer app, TouchPoint.

For customer service appointments that must be done in person, we will be continuing our use of a customer pre-screening questionnaire to ensure it is safe to work in your home and to give added reassurance to you and our employees. In line with the updated guidance, all contractors and Taylor Wimpey employees working in a customer home will be asked to wear a face covering unless medically exempt. We are committed to ensuring everyone working on, living within and visiting our sites are not only safe but also feel safe. Therefore, if you would like to postpone your in-person customer service appointment with us, then please let us know.

We also have produced a number of step by step helpful videos for common customer questions which can be accessed here.

Thank you for your support

Throughout the pandemic, we have operated in a responsible manner with health and safety front of mind, and we will continue to do, and in line with Government guidance.

We will be reminding all employees and partners of our Covid-secure protocols and their obligations. These principles will apply to everyone working for or on behalf of Taylor Wimpey.

We will continue to monitor Government guidance and that of the Health and Safety Executive to ensure our own protocols reflect the latest advice.

On behalf of Taylor Wimpey, I want to thank you again for your support and understanding as we adjust again to a changed way of working.

Please do not hesitate to contact your local team if you have any questions or feedback.

Kind regards

Pete Redfern