Help and Support
Our Customer Service team are available to support you for two years from the date of legal completion. If you have any questions or concerns as you settle into your new home, please approach the Customer Service team for advice and support.
How to contact us:
If you have an emergency:
If your enquiry relates to an emergency during office hours (between 9am and 5.30pm weekdays), please telephone the Customer Service team using the information provided above.
If you have an emergency situation on a Saturday, Sunday and Bank Holiday between 9am – 5.30pm please telephone:
EMERGENCY CONTACT NUMBER: 020 8023 7092
Please note, the following situations constitute an emergency:
- Complete failure of the heating systems and/or hot water system between November - March*
- A water leak or flooding that cannot be contained
- A complete failure of the electrics*
- Security - a fault to a window or external door causing a loss of security
- Any other situation that causes a risk to life
*Before reporting an emergency, please ensure that the problem is not caused by a general failure in the area.
Should you have an emergency during the times we do not provide cover, please either contact your Managing Agent (if applicable) or engage your own contractor if the issue cannot be contained. Please forward any invoices or reports supplied by your own contractor for review. In the event of an emergency please remember to isolate water at your stop cock or contain the flow of water and turn off any electrics at the consumer unit.
Running in your new home:
During the first few months, your home will need to ‘settle’. This includes allowing it to dry out gently. During construction, a new home is subject to the weather and many thousands of litres of rainwater can be absorbed by the structure before it is made watertight.
As the structure is drying out, you may notice minor cracks in interior walls (shrinkage) or white deposits on any brickwork (efflorescence). Shrinkage happens when timbers and plaster contract as they dry out. Efflorescence deposits are natural salts that come out of the wall materials and are quite normal. These salts are not harmful and usually disappear over time.
Shrinkage and efflorescence may occur regardless of what you do, but there are steps you can follow to try and minimise them:
- To keep cracks and gaps to a minimum, you need to allow your home to dry out gradually.
- Leave windows or trickle vents open and use extractor fans in kitchens and bathrooms to help to ventilate your home and allow moisture to evaporate more naturally. This will also avoid condensation forming which can damage timber and paintwork.
- The length of time your house takes to dry out depends on how it was built and in what sort of weather conditions. Generally speaking, it will take around nine months to a year.
- After this time, shrinkage can normally be put right very easily with ordinary filler and a simple lick of paint during routine redecoration carried out by yourself.
- Shrinkage is accelerated by heat, so try to keep an even temperature throughout your home.
- If you move in during winter, it may be tempting to turn on the heading to its highest setting. This is not recommended as the high heat may accelerate shrinkage.
Your home has been constructed by a number of different trades in accordance with relevant Building Control requirements. Although every care has been taken to ensure it is handed over with no problems, there can occasionally be some minor issues that only become apparent once the home is occupied. These are known as snags or snagging issues and they are covered by the two-year Builders’ Warranty.
If you identify any snags, or believe something could be a snagging issue, please contact the Customer Service team using the details above. They will log the details and either arrange for a repair, or in the event it is a more complex issue, they may arrange for somebody to come and inspect the problem in order to confirm the appropriate next steps.
Under normal circumstances, we expect to resolve most snags within 30 days. Where this is not possible, for example, due to having to order materials which have a longer lead time, we will keep you regularly updated and confirm an anticipated date for the repair as soon as we can. We will not pay compensation for attending to snagging issues.
Some elements of your new home will require regular maintenance. These are not snags and are part of routine homeowner maintenance. These could include areas such as annual servicing of your central heating boiler, protecting any garden fencing, or painting external timber or render. Please review the warranty and service information we have provided and contact the Customer Service team if you have any other questions.
We trust that we can resolve any issues swiftly, but if you are dissatisfied with our service, you can log a complaint by following our formal complaints procedure, details of which can be found on our website www.fairview.co.uk We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code. In the unlikely event that you remain dissatisfied after following our formal complaints procedure, you may be able to raise your complaint with your Warranty Provider, or the New Homes Ombudsman Service.