Customer Service
Our aim is to be easy to deal with, and we always look for ways to make your life easier.
When you choose an Edenstone home, our team will look after you every step of the way, with advice, information and very regular updates throughout the process.
And, after you’ve moved in, our customer service team is here throughout your warranty period to help in any way we can.
We want all our customers to have the best possible experience when buying an Edenstone home. Our customer pledge sets out what you can expect of us and all our teams are trained in these service standards.
Our Customer Service team is here to help from 8am to 5pm, Monday to Friday, on 01291 674800 or by email.
If you're reporting an issue, we'll arrange a repair or send a technician to take a closer look.
If you need emergency out-of-hours assistance in your recently purchased Edenstone home, you can call NPA 24/7 on 0121 695 1032.
Edenstone Complaints Procedure
We consider our customers in everything we do and strive to provide the highest levels of service. We recognise though, that things can sometimes go wrong.
If you have a concern that we are not aware of, the first thing to do is to speak with our Customer Service team or the Sales Consultant at your development. If you wish to make a formal complaint, please provide as much information as possible in an email to disputeresolution@edenstonegroup.com. Once received, we will advise you who is dealing with the matter. We will contact you via email or by phone if further information is required.
We aim to respond fully to and resolve all complaints within 10 working days. If more time is required, we will explain why and set out a timescale within which matters should be concluded. All warranty issues are dealt with by the NHBC and should be registered directly with them. NHBC contact details can be found in the handover file provided upon completion.