After You Move: Aftercare, Warranty & Support
We are Here When You Need Us
Our new home aftercare support continues long after you move into your new home. Whether you need advice, have a question about your warranty or need to report an issue, our Customer Services Team is here to help.
This page explains how to report issues, what happens next, the support available to you and your rights under the New Homes Quality Code (NHQC).
Report a Defect
Supporting You Beyond Moving Day
Our Commitment Continues After Completion
Our new home aftercare service is designed to provide reassurance and support throughout the customer care period and beyond.
Moving into your new home is not the end of your journey with Lafford New Homes. Our Customer Services Team remains on hand to answer questions, provide guidance and help you navigate the aftercare process as your home settles into everyday use.
Whether you need assistance understanding your warranty cover, reporting a qualifying defect or understanding your homeowner responsibilities, we are committed to delivering a responsive, professional and customer-focused service.
Through our aftercare process, warranty protection and commitment to the principles of the New Homes Quality Code (NHQC), we aim to ensure you continue to enjoy your new home with confidence long after moving day.
How to Report an Issue
Getting You the Right Support Quickly
If you have identified a qualifying defect or require assistance with your new home, our Customer Services Team is here to help. Providing clear information when reporting an issue helps us investigate more efficiently and ensure you receive the most appropriate support.
Please use the guidance below to help direct your enquiry.
- Complete the below report a defect form: Attach photos and add notes to help us diagnose quickly.
- For emergencies: (e.g., major leak, total power failure, no heating in winter, unsafe glazing/doors), use the emergency number in your homeowner pack and on the contact page.
- For general queries: Contact our Customer Services team during office hours. (Monday to Thursday, [9.00am–5.00pm], Friday [9:00am to 4.30pm]) Phone: (01529) 308313 or complete our Online enquiry form.
Supporting You After Completion
Customer Care Beyond Moving Day
Receiving the keys to your new home is an exciting milestone, but our commitment to you does not end on moving day. As your home settles into everyday use, our Customer Services Team remains available to provide guidance, coordinate aftercare support and help you understand the protections available through your customer care period and warranty cover.
Whether you have a question about your home, need assistance reporting a qualifying defect or would like further information about the aftercare process, we are committed to delivering clear communication, fair treatment and professional support throughout your homeownership journey.
What Happens Next
Our Aftercare Process
Once an issue has been reported, our Customer Services Team will review the information provided and guide you through the next steps. We aim to keep you informed throughout the process, providing clear communication regarding inspections, appointments and anticipated resolution times.
- We acknowledge your enquiry and assess the nature of the issue to determine the most appropriate priority and response.
- Where required, we will arrange inspections, appointments or further investigations and keep you informed of any access requirements.
- Where possible, qualifying defects will typically be addressed within 30 calendar days of assessment. If specialist materials, additional investigations or third-party contractors are required, we will explain the anticipated timescales and keep you updated throughout the process.
- Should an issue require specialist trades, manufacturer involvement or replacement parts, we will explain the proposed course of action and any revised timescales.
- We will continue to provide updates throughout the process until the matter has been resolved or an agreed outcome has been reached.
Your Warranties & What They Cover
Understanding Your Protection
Your new home benefits from a combination of dedicated customer care support and long-term warranty protection, helping to provide reassurance and peace of mind from the day you move in.
- Two-year customer care period: During the first two years after completion, Lafford New Homes will investigate and manage qualifying defects in accordance with your purchase documentation and the New Homes Quality Code.
- 10-year structural warranty: Your home is protected by a 10-year structural warranty provided through LBB or LABC Warranty. Policies are underwritten by A-rated insurers and are widely accepted by leading UK mortgage lenders.
- Policy information: Full details of your individual cover, policy limits, exclusions and claim procedures can be found within your Certificate of Insurance and Insurance Product Information Document (IPID).
- Documents to keep handy: Reservation Agreement, legal completion statement, EPC, homeowner handbook, warranty documentation and any inspection records relating to your home.
Understanding the difference between your customer care period and structural warranty protection can help you identify the most appropriate route for any issues that arise after moving into your new home. If you are unsure whether a matter falls within your aftercare support, warranty cover or normal homeowner responsibilities, our Customer Services Team will be happy to provide guidance.
Emergency Issues
When Immediate Action Is Required
While most aftercare enquiries can be managed through our standard defect reporting process, some situations may require immediate attention to help protect your safety, security or home. Understanding the difference between emergency and non-emergency issues will help ensure you receive the most appropriate support as quickly as possible.
Examples of emergency issues may include:
- Major water leaks or uncontrolled water ingress causing damage to the property.
- Complete loss of electrical power affecting the entire home where the issue is not caused by a utility network outage.
- Total loss of heating or hot water during severe weather conditions.
- Security-related issues that leave your home unsecured, such as an external door or ground-floor window that cannot be locked.
- Other urgent health and safety concerns that present an immediate risk to occupants or the property.
If you experience an emergency issue, please refer to the emergency contact details provided within your homeowner pack and move-in documentation. Where it is safe to do so, you should also take reasonable steps to minimise further damage and contact the appropriate emergency services or utility provider if necessary.
For non-emergency issues, please use our defect reporting process and our Customer Services Team will be happy to assist.
Complaint Handling & Ombudsman
If Things Do Not Go as Expected
We are committed to providing a high standard of customer service and resolving concerns fairly, professionally and as quickly as possible. If you are dissatisfied with any aspect of our aftercare service, please let us know so that we have the opportunity to investigate and put things right.
If we are unable to resolve your concern informally, you may raise a formal complaint and we will follow the New Homes Quality Code (NHQC) complaints process.
Timescales are measured from the complaint start date, which is the first business day after we receive your complaint.
- Within 5 days: We will send you a written acknowledgement confirming receipt of your complaint.
- Within 10 days: We will provide a path to resolution, explaining how we will investigate your complaint and what will happen next.
- Within 30 days: We will provide our complaint assessment and response, outlining our findings, any agreed actions and anticipated timescales. Where additional time is required, we will explain why and confirm when we will next update you.
- Within 56 days: If the complaint remains open, we will issue an eight-week update summarising progress, outstanding actions and anticipated resolution timescales. Updates will continue at least every 28 days until the complaint is closed.
Once your complaint has been resolved, we will provide a written closure letter confirming the outcome.
If you remain dissatisfied after completing our complaints process, you may be able to refer your complaint to the independent New Homes Ombudsman Service. In certain circumstances, where required NHQC complaint communications have not been provided within the prescribed timescales, you may be entitled to refer your complaint to the Ombudsman earlier.
For more information, please visit thet New Homes Ombudsman Service website.
How to Make a Complaint
Helping Us Resolve Your Concerns
We want to put things right as quickly as possible. If you are unhappy with any aspect of our aftercare service, please contact us and we will do our best to resolve your concern informally in the first instance.
If you would like to raise a formal complaint under the New Homes Quality Code (NHQC), please use one of the options below:
• Phone: (01529) 308313 (Monday to Thursday, [9.00am–5.00pm], Friday [9:00am to 4.30pm])
• Online form: Click here. Please select “Formal Complaint” so we can log it correctly.
What Information Should I Provide?
To help us investigate efficiently and respond as quickly as possible, please provide:
- Your name, property address and plot number (if known)
- Your preferred contact details, including email address and telephone number.
- A clear description of your complaint, including what has happened and when
- Details of the outcome you are seeking, such as a repair, explanation or apology.
- Any photographs, documents or supporting evidence that may assist our investigation.
- Details of any vulnerability, accessibility or communication requirements so that we can provide appropriate support.
Providing as much information as possible at the outset will help us understand your concerns and progress your complaint more efficiently.
Customer Care Standards
Our Commitment to Service
At Lafford New Homes, we are committed to providing a professional, fair and responsive aftercare service. We understand that moving into a new home is a significant milestone, and our Customer Services Team is here to support you throughout your homeownership journey.
Our approach is guided by the principles of the New Homes Quality Code (NHQC), helping to ensure customers receive clear communication, transparent processes and appropriate support when issues arise.
You can expect:
- Clear and timely communication throughout the aftercare process.
- Fair and professional investigation of reported issues.
- Regular updates when inspections, appointments or remedial works are required.
- Reasonable timescales explained and communicated wherever possible.
- Additional support for customers who may require tailored assistance.
- Access to a clear complaints process and independent redress through the New Homes Ombudsman Service where applicable.
Our aim is to resolve concerns efficiently, keep you informed at every stage and help you continue enjoying your new home with confidence.
