Customer Care for New Home Owners

At Gerald Wood Homes our Customer Service Team are available to deal with any queries you may have, whether made by telephone, email, or letter. The team’s primary aim is to ensure that you are happy with your new Gerald Wood home. We want you to be satisfied with the standard of service you receive in the event that you need to report any concerns as you settle in, and throughout the ownership of your new home whether it be in Cornwall, Devon or Somerset.

What will the Customer Service team do for you?

Before you move in, we will be in touch to offer you a demonstration. This is a great service where we give you a fully guided tour of your new home. We want your move to a Gerald Wood Home to be as straightforward as possible and have found that our customers really appreciate a run through of the property ahead of their moving in day, including a demonstration of their heating system and appliances. As part of the demonstration, you will learn what you can expect during the normal running in period of your new home and if you have any questions about your home, or regarding the after-sales service you can expect, this is a great opportunity to ask.

In the event that you have an emergency at your home outside of office hours, our Out of Hour’s service will arrange for a local sub-contractor to attend.

If you report a non-emergency outside of normal working hours, our Out of hour’s service will take all of the relevant details from you and relay these on the next working day. We will be in touch with the answer to your question, or to arrange a swift appointment with the relevant sub-contractor, depending on the nature of your non-emergency concern.

Your ’Handover manual’ will give you details of what action you should take or what action Gerald Wood Homes will take in the event of a whole range of common issues.

New Home Warranty

For complete peace of mind your new home comes with either an NHBC or a Zurich Municipal warranty. A booklet from your Building Guarantor will have been provided to you on Legal Completion. This sets out the extent of the cover afforded to you by the Building Guarantor and the warranty issues for which we may be liable.

How do we measure your satisfaction with your new home?

Once you have settled in, you can expect to receive a questionnaire and we sincerely hope that you can find the time to complete it. Your opinions do make a difference and will help us to look at continuously improving the service delivered to you.