Duchy Homes - Customer Service

Peace of Mind

At Duchy Homes we place the highest priority on service and satisfaction, so we hope you will enjoy our two-year Customer Service package with a dedicated in-house customer service team on-hand to deal with enquiries quickly and efficiently.

You may find the answers to your queries amongst the frequently asked questions below or inside your Homeowner’s Handbook. If your question remains unanswered please do not hesitate to contact us by completing the query form below, and a member of our team will get back to you as quickly as possible.

For your complete peace of mind, you can access emergency assistance 24-hours a day, 7 days a week, by calling 0800 029 1811.

Restrictive covenants are conditions that are written into deeds or contracts to determine what a homeowner can or cannot do with their house or land under particular circumstances.

Restrictive Covenants are there for your protection, however Duchy Homes are not able to enforce these. You should contact your solicitor for further advice.

Unfortunately, neither Duchy Homes nor the NHBC cover the property for damage caused by bad weather/high winds. You should contact your home insurance provider in this instance.

Damage caused by bad weather, accidents, negligence, abuse or poor maintenance of the property or appliances, including blockages caused by inappropriate disposal of waste will not be covered.

This is usually due to a build-up of hair and soap. Try to clear the blockage by removing any hair etc. If the problem persists you could try using a liquid drain unblocker. Please note these may cause damage to certain materials, so always read the manufacturer's instructions before use.

If more than one fitting is affected and they are in different rooms, this may mean there is an issue with the outside drainage. If the development is still under construction, please contact the Customer Service Department. If the development is complete, you will need to contact a drain specialist to address the problem.

Avoiding Blockages

Washbasins, baths and showers – Regular clearance of any hair traps that are present or installing a hair traps where there are none may help.

Toilets – The only item that should be flushed down a toilet is toilet tissue. Never try to dispose of nappies, sanitary products, cotton wool or any type of wet wipe even if they state that they are flushable.

Kitchen sinks – Waste food should be scraped from plates before washing. Cooking grease should be poured into a container and placed in a bin, it should never be poured down the sink. Coffee grounds should also be disposed of in a bin.

Glass can contain bubbles or fine scratches that can be seen up-close. This is normal and is due to the manufacturing process.

Glass should be viewed at a distance of no less than 2 metres from the inside of the room in natural daylight, or 3 metres for toughened, laminated or coated glass.

During the construction of your home, the materials used will have absorbed a great deal of moisture. As part of the drying-out process you may experience small cracks around windows, walls and woodwork. To keep these gaps to a minimum, you should allow the property to dry-out gradually. Try to keep an even temperature in your home, shrinkage is accelerated by heat. Shrinkage cracks are not covered by the warranty unless they are excessive (if you can fit the edge of a £1 coin into the gap then this would be classed as excessive).

Check the sealant for damage, if this appears to be intact turn off the water at the fixture and contact the Customer Service Department. Do not use the bath or shower until the issue has been rectified.

During the drying-out period (which can last up to two years) your home will be more susceptible to condensation, which can cause staining and even mould. You should keep trickle vents open at all times (including winter), open windows as often as possible, use extractor fans where provided and avoid drying washing inside or on radiators.

Any condensation that does form should be wiped up to prevent damage occurring.

These white deposits are known as efflorescence. They are natural salts that come out of the wall materials and are quite normal. These salts are not harmful and usually disappear over time.

Mould can be caused by excessive moisture in the property. This is not a defect and is not covered under the warranty. During the drying-out period (which can last up to two years) your home will be more susceptible to condensation, which can cause staining and even mould. You should keep trickle vents open at all times (including winter), open windows as often as possible, use extractor fans where provided and avoid drying washing inside or on radiators.

Customer Service

Peace of Mind

Aftercare FAQs

Avoiding Blockages