We understand that your move in day will be a little hectic, so that you are prepared for the next steps, please find an overview below.

Within 24 hours you’ll receive a Welcome Letter from our Customer Care Team.  This letter aims to provide you with all our contact details including what you will need to do in the unlikely event of an emergency.

Your Development Site Manager and Sales Advisor will contact you personally within 3 days to ensure that everything is running smoothly. Don’t worry if they miss you, they will leave you a card with their contact details.

14 DAYS AFTER LEGAL COMPLETION:

Our Site Management team will make further arrangements to visit you shortly after you move in.  This courtesy visit is to ensure you’re fully settled in and to answer any questions you have regarding the construction or the fixtures and fittings in your new home.  You also may wish to report any defects that have become apparent since you moved in.

Typical teething issues may include the central heating system programmers, electrics, fitting of doors, sealants around sinks, bath or shower enclosures.

Our aim is to complete any agreed reported defects following these visits within 30 days.

6 WEEKS AFTER LEGAL COMPLETION:

To ensure you’re fully satisfied with your new home, a member of our Construction Management team will call you to discuss your journey so far, this is an opportunity for you to provide us with your honest feedback.  

Following this call your plot file will be transferred to our Customer Care Team who will contact you directly to introduce themselves.

CUSTOMER CARE:

Our Customer Care Team will contact you once our Site Team have confirmed you have settled in. If a fault should arise after our Site Team have completed their visits, or you are in doubt about what is covered by our warranty, please refer to the Builders Warranty Checklist and then contact our Customer Care Team.

REPORTING AN EMERGENCY:

Should you encounter an emergency such as an uncontainable leak, total loss of electrics, a drain blockage effecting more than one outlet or a security risk, please call our Customer Care Team (within Office Hours 8.30am – 5pm, Monday – Friday.) 

Details of our regional offices can be found by clicking here.

OUT OF HOURS OUR EMERGENCY HELPLINE:

For all emergencies relating to your property outside of office hours.  Please contact our freephone helpline on:

0330 050 0136

All calls to this number are free of charge, including from mobiles.

UP TO 24 MONTHS:

For any warranty items or emergencies, please review the Builder’s Warranty Checklist in the first instance and then report to the Customer Care Team on the details provided to you.

AFTER 24 MONTHS:

At this point the responsibility for rectifying any structural defects arising from the building process reverts to your Structural Warranty Provider (listed in your Handover Pack). If any problems do arise, you should contact them directly.

ACCESS ARRANGEMENTS:

Access may be requested between 8.00am and 5.00pm Monday to Friday. 

Regrettably we are unable to offer weekend appointments. 

We also kindly ask that you remove all personal effects and furniture from the working area prior to any appointment.

Please note that should you need to take time off work for access to be given, Bloor Homes are unable to provide any compensation. 

Click here to view our warranty checklist > 

Customer service is hugely important to us, one of our biggest aims is to look after you before, during and after you have moved into your new home.

Your feedback is vital to ensure we can continually monitor and improve the level of service we provide, we therefore have a customer questionnaire that is sent to all our purchasers around four weeks after legal completion.

The survey covers the full customer journey, right from your very first impression of Bloor Homes through to your experience after moving into your new home. We kindly ask that you take just a few moments to let us know about your experience.

As a thank you for your response, we will offer you an e-voucher for you to treat yourself, or your new home!

NHBC / HBF SURVEYS:

You will also receive two further surveys from the NHBC which are conducted on behalf of the HBF (Home Builders Federation). The first is sent to you eight weeks after your legal completion date and is used to monitor the effectiveness of the NHQB/NHOS for Home Builders. It is also a good way of understanding your experience of the buying process, such as your moving in day and the level of customer service we offered during your journey with us.

The second survey is sent to you nine months after your legal completion date, this gives you time to settle in to your new Bloor home and for any issues regarding your property to have been resolved. This questionnaire is used to measure the level of customer service you have received.

Your opinion really matters to us, please take a few minutes to tell us about your experience.

97.7%
OF CUSTOMERS WOULD RECOMMEND 

BLOOR HOMES TO FAMILY & FRIENDS

We put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously.

If you have a complaint, we ask you to let us know so that we have the opportunity to resolve the issue and learn from it. 

REPORTING AN ISSUE:

Although we hope you will not have any problems with your new home, our commitment to you continues after your sale has been completed. 

If you have a complaint that we have:

•  Failed to do something we should have done 

•  Done something incorrectly

•  Treated you unfairly or discourteously

You can arrange a manager call-back from our website by clicking here....

Or you can contact us and allow us the opportunity to put things right.

We can be contacted during office hours (8.30am to 5.00pm Monday to Friday) by telephone or email (contact details can be found by clicking here...) whereby a member of our Customer Care team will confirm receipt of your complaint within 2 calendar days.

Any reports made outside of these hours will be actioned on the next calendar day.

If you have been dealing with our teams already and have not been satisfied with the handling of your concerns, we kindly ask you to contact us to arrange a manager call back.

Our management team are here to help and listen to your feedback.

Please visit our website for further information regarding our complaints procedure >