Customer Services

At Oakmere, we are committed to delivering high-quality homes and ensuring your experience with us remains positive long after you move in.

As with all new builds, some minor issues may arise once you’ve settled into your new home. Our dedicated Customer Services team is here to make sure any valid defects are resolved quickly and to your complete satisfaction.

Every Oakmere homeowner receives a Home User Guide, which explains:

• Our processes and procedures
• Information about your 10-Year New Home Warranty
• How to contact our Customer Services team for support

Reporting an Issue

To report a concern, please contact our Customer Services team:

Tel: 015395 69944
Email: customerservices@oakmerehomes.com

Your issue will be logged into our internal system, allowing us to track and manage the resolution efficiently. You will be kept updated throughout, including on scheduled appointments.

Customer Service Hours

Our team is available:

Monday–Friday: 8:30am – 5:00pm

Tel: 015395 69944
Email: customerservices@oakmerehomes.com

We aim to resolve issues as quickly as possible, though please note that response times may vary depending on the nature of the work. Non-urgent items will be dealt with within working hours.

In-Home Emergencies

For urgent issues outside office hours, please contact our out-of-hours service provider:

Safeguard – 01207 503293

This service operates evenings, weekends, and public holidays, and should be used for emergencies only, such as:

1. Major water leak – uncontainable and causing damage (especially to electrics)
2. Gas leak – call the National Gas Emergency Line 0800 111999 first, then notify us
3. No heating/hot water – complete system failure (check timers, thermostats, and pressure before calling)
4. No electricity – total loss of power/lighting (check for power cuts or tripped switches first)
5. No water supply – total loss (confirm supply hasn’t been shut off by your provider)
6. Blocked drains – causing flooding or overflow inside/outside the home
7. Blocked toilet – only when no other toilet is usable

Non-Emergencies

For all other issues, please contact Customer Services team during working hours. Examples include:

• Dripping taps or faulty shower valves
• Doors needing adjustment
• Faulty kitchen appliances

Non-emergency items are typically attended to within 28 days (subject to parts availability).

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