Midas Homes Customer Service

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 you are happy with your new Midas home. We want you to be satisfied with the standard of service you receive in the event you need to report any concerns as you settle in, and throughout the ownership of your new home.

What will the Customer Service team do for you?

Before you move in, we will meet you at your new home to offer a demonstration. This is a great service where we give you a fully guided tour of your new home. We want your move to be as straightforward as possible and have found our customers really appreciate a run through of their new home 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.

Once you have moved in, you can expect a courtesy telephone call from our Customer Service team within 14 days. We have found our Customers like the chance to speak to the Customer Service Team at this stage, as it is usual to have a few questions following occupation. Should any of your questions result in a need for remedial work; our team will make the necessary arrangements and check later to make sure any work has been carried out satisfactorily.

In the event 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 to us the next working day. We will then be in touch to provide 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 ‘Maintaining the Standard of your Home manual’ will give you details of what action you should take or what action we will take in the event of a whole range of common issues. You will have been supplied with this document when you reserved your new home, but please let us know if you have mislaid this, and we will happily supply another.

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. Further details can be found in using the links on the left.