Looking After You, Looking After Your Home

Having now received the keys to your new home, another chapter of Customer Care begins.

When you purchase your New Home from Westpoint Homes, you can be confident that you are purchasing from a professional company who are committed to ensuring that your journey with us does not end when we hand over the keys to your new home.

With over 30 years experience in house building you can be assured that your new Westpoint home will be supported by both Westpoint Homes warranty along with the NHBC 10-year warranty cover.

Our Customer Care Manager along with our sales consultants will carry out a familiarisation visit to the property a few days prior to handover.

This meeting gives you the opportunity to see your new home for the first time and learn how to operate your appliances central heating etc.

On your move in day our Customer Care Manager and sales consultant will also carry out the handover of your new home.

During your handover you will receive a handover pack which will include the operating instructions and warranties for all of your appliances along with contact numbers for our Customer Care Team and emergency call out numbers.

At this time you will be asked to list any snagging items you may have within 7 days of your date of entry on an S1 Form which should be forwarded to our Customer Care team.

Our Customer Care team prides itself in dealing with any agreed defects our clients may have as quickly and efficiently as possible.

For the first two years of moving into your new home you are covered by your Westpoint Homes warranty and a 24 hour emergency service. For the following three to ten years you will also benefit from the added protection of the NHBC Buildmark Warranty.

What is covered?

  • We will fulfill all our obligations to our customers under the contract of sale between you and Westpoint Homes in compliance with the Building Regulations and NHBC technical and performance standards.
  • Within the first 2 years Westpoint Homes will rectify any defects arising from poor workmanship or materials, as defined by reference to the recognised National House Building Council (NHBC) standards.
  • All kitchen appliances are covered by a two year manufacturers warranty (customers must ensure that they complete the relevant guarantee and service registration cards and post them directly to the manufacturer). Should you have any problems with your appliances they will be dealt with directly with the manufacturer who will be happy to assist you.  
  • From years 3-10 following completion, all of Westpoint Homes properties have the added protection of the NHBC build-mark Warranty. This protects clients against the unlikely event of a major defect arising in the structure of the property. (The detailed terms of these warranties are set out within the documentation supplied to you by your solicitor)


What is not covered

Westpoint Homes will not accept responsibility for;

  • Normal wear and tear
  • Condensation caused by failure to dry out the property correctly.
  • Normal shrinkage or any damage arising from failure to maintain the property.
  • Loss of keys.

Emergency Call Out Numbers

Within your handover pack you will receive a copy of emergency call out numbers.

These numbers should only be used in genuine emergencies outwith normal office hours including weekends and bank holidays for 2 years from completion.

What is deemed an emergency?;

  • Plumbing and drainage, an emergency that threatens flooding of internal water damage to your property.
  • An emergency arising from a total breakdown to your homes primary heating system resulting in you having no hot water or heating to your property
  • A sudden and complete breakdown of the electricity supply to your home.
  • Security, a sudden failure /breakdown of the external locking systems to your doors or windows which renders your home unsecure.