Our Quality is Guaranteed
At DJ Laing we make every effort towards perfection when building our new homes and rigorous quality control procedures are carried out to ensure that all our properties are built to our own very high standards. However, our aftercare service is of paramount importance to us and whether you are a purchaser or homeowner we want to be with you every step of the way.
So once you have chosen your new home and it’s time to move in, our customer service continues to provide you with the assurance that means so much to us and the peace of mind that our customers have come to expect.
Our Sales Adviser will be available for you on the date of entry to demonstrate the features of your new home and will also make sure that you are settling in without issues after your move. Your home will also have been thoroughly inspected prior to settlement day but just to make sure, our team will also walk you through your home to check for any faults and in the unlikely event that any are found, these would then be rectified by our maintenance team as soon as possible.
Your new home comes with a 10-year NHBC warranty to provide you with peace of mind for the future, the NHBC “Guide To Your New Home” will be provided for you which we strongly recommend that you study.
Once you have settled in and are enjoying your new home, minor faults may arise, although they are unlikely to be serious, however, we will contact you approximately 1 year after entry to arrange an updated maintenance inspection of your property. At this time you can discuss any further concerns which may have arisen and we will then organise the agreed repairs, if applicable, in accordance with the NHBC guarantee. We also provide all our Homeowners with contact details out with working hours in the event of an emergency.
Report a repair
(Lines available Monday – Friday, 9am – 5pm)
Get in touch with our Customer Care team during opening hours by phone or report via our enquiry form 24/7.
Customer Care Team: 01241 852750
(Outwith opening hours)
In the event of an emergency outwith working hours eg should a fault occur with your central heating, gas, water or electricity please telephone:
Emergency Tel: 07511 402970
Emergency Tel: 07587 634211
Your repair will be logged by a member of our team and you receive an email to confirm your repair along with further information and our allocated response time. Your Repair will fall under one of the following categories:
We strive to respond to ‘Emergency’ Repairs no later than 24 hours after being notified. Some examples of these include:
- Escape of Gas
- Escape of water, which cannot be controlled
- No WC facilities, water supply, gas supply or lighting
- Unsafe electrical appliances e.g. boiler
- Any defects which could reasonably be assumed to be a danger to health
We strive to respond to ‘Essential’ Repairs within 48 hours. We look to have contacted you and visited your property, if necessary, to check the defect in the first instance within 48 hours. Our team will then look to work to have the work carried and repaired with 5 working days. Some examples of these include:
- Partial loss of water supply, electricity or heating
- Water penetration at doors, windows, walls or floors
- Blockages e.g. sink, bath, drain
- Defective smoke or CO2 detectors
- Overflow running
- Insecure external doors or windows
We strive to respond to ‘Standard’ Repairs within 48 hours. We look to have contacted you and visited your property, if necessary, to check the defect in the first instance within 48 hours. Our team will then look to work to have the work carried and repaired with 10 working days. Some examples of these include:
– Noisy central heating
– Faulty fans
– Loose banister or detached handrail
– Loose flooring.
– Fencing repairs
– Paving repairs
*The above are examples only and not exhaustive.
D J LAING HOMES may then assign the repair to the appropriate sub contractor.
The Sub Contractor should then contact the client or visit the property at the required time to complete the repair within the appropriate timescale, depending on the nature of the defect.
Please ask the client, if present, to sign the job card confirming the work has been completed to their satisfaction.