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OWNER’S AREA

RESOURCES & INFORMATION ABOUT YOUR NEW HOME

Thank you for choosing Thomas Homes

This Owner’s area is to help you find what you need if you have any questions regarding your new home, from instruction manuals and How to guides to reporting any snags. Please be sure to explore the information here before contacting us as most issues can be easily remedied and call outs may be charged if the fault is not build related.

 

customer care
call 01635 244 155

during office hours

Our dedicated Customer Care team are here to help with advice and support Monday to Friday 9am – 5pm.

FOR OUT-OF-HOURS EMERGENCIES SEE BELOW.

Email Customer Care

OUT OF HOURS EMERGENCY?
CALL 01207 503 293

In the extremely rare event that your property is left without power, water or heating, we have provided 24-hour emergency cover for you as part of your two-year warranty. This cover is available 24 hours a day, 365 days a year. Please be aware that if you call us as an emergency and your situation does not fit one of the categories below, we reserve the right to charge you for the callout. The table below will assist you in determining the urgency of your issue.

Please note all Customer Care related enquiries, including emergencies, should be directed to our Customer Care Department during our office opening hours

 

Emergency

Action

Suspected gas leak

If you suspect a gas leak, call National Gas Emergency Services 0800 111 999

Complete failure of the heating or hot water

Check your owner manuals and ensure the water and gas (if applicable) supply is not turned off

Water leak that cannot be contained

Immediately turn off the supply at the mains

Complete failure of electrics

Check that the failure has not been caused by the trip switch being activated by a fault on a domestic appliance

Flooding

An ’emergency’ flood, caused by blocked drains and threatens to enter the home

In the event of loss of gas, electricity or water supply, first check it has not been caused by a general failure or ‘switch off’ in your area before either contacting our Customer Care Team or using our Emergency out of ours number. Should your home have a gas or water leak, immediately turn off the supply at the mains.

 

REMEDIAL WORKS

Whilst we endeavour to ensure there will be no problems with your new home, house building is a complex process with many different trades and services, so remedial work is sometimes required.
Remedial Work

HOME OWNER GUIDES

you can resolve most issues here

Our home owner guides provide advice on how to solve many common issues and get the most out of your new home.
coming soon

OWNER’S PORTAL

Log in to your Owner’s Portal here to report a snag or access instruction manuals for your property.

Please note this will take you to our Customer Service site.
coming soon