Customer Services

At Oakmere, we’re committed to building high-quality homes.

As with all new builds, some minor issues may arise after you move in. Our dedicated Aftercare Team is here to ensure that any valid defects are resolved promptly and to your complete satisfaction.

Every Oakmere homeowner receives a comprehensive Home User Guide. This guide outlines our processes and procedures, provides helpful information about your New Home warranty, and includes clear instructions on how to contact our Customer Services team should you need support.

To report an issue, please contact our Customer Services team directly:

Call: 015395 669944 or Email: customerservices@oakmerehomes.com. Our team is here to help and will ensure your query is handled promptly and efficiently.

Once an issue is raised, it will be logged in our internal system, allowing us to efficiently manage and track the resolution of any valid defects. Our team will keep you informed throughout the process, including updates on scheduled appointments.

Every new Oakmere home comes with a 10-Year New Home Warranty, providing you with added peace of mind and long-term protection for your investment.

Out of Hours

Our Customer Service team is here to help with any information you may need or queries you have after you’ve completed on your new Oakmere Home. We aim to rectify any issues as quickly and efficiently as possible. However, please be aware that some delays may occur, depending on the nature of the work.

Our Customer Service Department is open:

• Monday: 8:30am-5pm
• Tuesday: 8.30am-5pm
• Wednesday: 8:30am-5pm
• Thursday: 8:30am-5pm
• Friday: 8:30am-5pm

We recognise that sometimes it is easier to talk to someone; therefore, should you require information or assistance, please call: 01539 569944 or email: customerservices@oakmerehomes.com. We will respond to non-urgent items within the hours above.

In-Home Emergencies

In the unfortunate event that an “in-home emergency” occurs that requires immediate attention and you are calling outside of office hours, please call our out-of-hours service provider, Safeguard, on 01207 503293.

Our Out of Hours service operates evenings, weekends, and public holidays and is provided for emergency situations only:

1. Major water leak – a leak that cannot be contained and is causing damage, particularly to electrical fittings.
2. Gas leak – you must call your gas supplier on the emergency line (0800 111999) before calling us. They will be able to isolate the meter and make your home safe.
3. No heating/hot water – a complete loss of the heating system. Before contacting us, please check the settings on your heating timer/thermostats, drop in pressure.
4. No electricity – a total loss of lighting or power to the sockets. Before contacting us, please check that your supplier has not turned off the supply (i.e. a power cut). Please also check the master trip switch (faulty domestic appliances are the most common cause of power losses).
5. No water – a total loss of water supply. Before contacting us please check that your supplier has not turned off the supply.
6. Blocked Drains – when they are causing a flood or overflowing internally or externally.
7. Blocked Toilet – when you have no other usable toilet.

Non-Emergencies

For all non-emergency items, please report these during working hours to our Customer Service team.

Examples of non-emergencies are:
1. Dripping taps/faulty shower valves
2. Doors requiring easing
3. Faulty kitchen appliances

Non-emergency items will usually be attended to within 28 days (subject to parts).