Customer Care

Your Journey Home Starts Here

Buying a home is perhaps one of the most important life decisions you will make. Our commitment to our customers is simple; to provide you with a high-quality new home, make the buying process as clear and straightforward as possible, and to provide you with outstanding customer service at each stage of your customer journey with us.

Commitment to Clarity, Quality, and Customer Care

Our Customer Charter sets out how we will deliver this, providing guidance to you throughout the buying process, and once you have moved in.

Customer Care Warranty

Our Lagan Homes aftercare policy ensures swift resolution of defects within the first 2-years of completing your home purchase and you can count on our Customer Care team for prompt assistance and information to address any concerns. Contact to our Customer Care department for general service requests can be made via email or telephone, during normal working hours at 01295 201060. We aim to respond within five working days for non-urgent enquiries.

Additionally, you will also be able to access our out-of-hours emergency service, available 365 days a year, for the duration of your Lagan Homes warranty. In emergencies such as electrical failure, water leaks, or security issues, you can call our dedicated out-of-hours service at 01207 503293 when the call is outside of normal office hours.

NHBC / Premier / LABC Guarantee Warranty

All Lagan Homes benefit from the security of a 10-year warranty provided by either the National House Builders Council (NHBC), Premier Guarantee, LABC.

By Lagan Homes registering with the NHBC, Premier, and LABC Guarantee Warranty Bodies from your point of reservation, you will have the peace of mind that each stage of construction, your home is inspected and adheres to strict construction standards.

Your ten-year guarantee covers any physical damage to your home resulting from a failure to meet the Warranty providers construction standards against serious construction defects. During the first two years of your warranty, Lagan Homes also provide cover for any defects within your home due to workmanship or product failure and we will always ensure compliance to at least NHBC, Premier, and LABC Guarantee standards.

Complaints Policy

Lagan Homes’ reputation for quality is a direct result of our efforts to attain the highest levels of customer satisfaction. Whilst we will always strive to achieve this, we recognise that on some occasions, things can go wrong. We would encourage you to first familiarise yourself with the details, as fully explained in your Homeowner Guide, as this provides a wealth of information on what to expect in your new build home.

If you feel that the Remedial Process has not been correctly adhered to, or you cannot find the answers you need you can escalate your concerns. Our complaints process can be accessed here.

Lagan Homes’ adheres to the Consumer Code for Home Builders

This grants essential protection and entitlements to the purchase of a new home. The code guarantees fairness and transparency for buyers by ensuring they are thoroughly informed about their purchase both before and after entering any agreements. The complete Code can be accessed at consumercode.co.uk. The provisions of the Consumer Code for Home Builders extend for a duration of up to two years following the legal completion of a home purchase.

The Code