Customer care
Listen, support, resolve
Customer care
Listen, support, resolve
Making your move go smoothly
Our relationship with you doesn’t end when you receive your keys – it simply moves into a new chapter. We believe buying a new home should feel reassuring and supported, from your first enquiry to long after you’ve moved in.
From reservation onwards, our Customer Care team is here to guide you, keep you informed and answer any questions you may have.
Every home is finished to our exacting standards and carefully inspected before handover, including independent sign off from building control and your new home warranty provider.
If, once you’ve settled in, you notice anything you are unsure about please contact our team, who will be happy to assist you.
For us, customer care isn’t an afterthought – it’s a commitment to looking after both you and your home.
Consumer code
We are proud to operate in accordance with the Consumer Code for Home Builders, an industry-led scheme designed to protect new home buyers. The Code sets out clear standards for customer service, information and transparency, ensuring you are treated fairly at every stage of your purchase.
It means you can expect clear, reliable information about your new home, your contract and your warranty, both before you reserve and after you move in.
By following the Consumer Code, we demonstrate our commitment to doing things properly – giving you greater confidence, reassurance and peace of mind.
Your warranty provider
New home construction in the UK is governed by some of the highest standards of building regulation and consumer protection, giving you important reassurance and peace of mind.
When you exchanged contracts on your new home, your solicitor will have provided you with a warranty pack. Inside, you’ll find full details of your warranty cover, which we strongly recommend you take the time to read. In most cases, your warranty is valid for 10 years from the date of legal completion.
For the first 2 years, the PJ Livesey Group is responsible for putting right any physical damage or defect to your home caused by faulty workmanship or materials. If you need to report an issue during this period, please follow our Customer Care complaints procedure.
From years 3 to 10, your warranty provider – for example LABC, NHBC or Premier Guarantee – insures you against the cost of remedying certain types of structural damage arising from a defect.
For the specific contact details of the warranty provider applicable to your home, please refer to the warranty pack supplied by your solicitor. Further information can also be found at the bottom of this page.
Customer care team
Our Customer Care team are available from Monday-Friday between 10am until 5pm and can be contacted via phone or email.