A Better Way To Live
Find your new home
Find your new home
Where would you like to live?

Find your new home

How many bedrooms would you like?

  • One bedroom
  • Two bedroom
  • Three bedroom
  • Four bedroom
  • 5+ bedrooms

What property style are you looking for?

  • Detached
  • Semi-Detached
  • Terraced
  • Apartments
  • Bungalow
  • Town House

Distance

40 miles
0 miles
100 miles

Customer Service

Whatever the stage of your Redrow journey, we are here to help. Read on for more information.

Welcome Parties

We love to host Welcome Parties on our developments where we get to introduce neighbours to one another whilst sharing a glass of bubbly, but sadly this isn’t possible during the current Covid-19 pandemic.

Your sales and customer service teams will of course be in touch and support you in all the other ways we usually do.

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Hard Hat Visits

Hard Hat Visits are an exciting step in your Redrow journey. You get the chance to see behind the walls of your new home and ask your dedicated site manager any questions you may have.

Although it is not currently possible for us to conduct these in person, we still want to give you the opportunity to get involved. If your property is at the right stage to do so, your sales consultant will liaise with you and, where possible schedule a convenient time for your Site Manager to carry out your Hard Hat Visit virtually via WhatsApp, FaceTime or Zoom.

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Home Preview

Home Previews are your first chance to see your completed home and will still be carried out as they are an invaluable part of your customer journey.

These typically take place two to three weeks before your legal completion date. Your customer service manager will book an appointment time and meet you on-site. They will observe social distancing measures and will not enter your home but will remain close by should you require assistance. You will be given an hour to look around your property, during this time you can take any measurements you need and generally imagine what it will be like to live in your new Redrow home.

We also have supporting videos and other material that will help answer any questions you have about how to care for your new home.

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Move In Day

When the big day arrives, your sales consultant will let you know what time your keys will be available. Your property will have been thoroughly cleaned and locked (with no-one else entering) for 72 hours prior to your legal completion and meter readings will have also been taken.

When you arrive, your home will have been unlocked for you and the sales consultant will be outside but will not accompany you as you enter so that social distancing measures can be observed.

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Courtesy Check

Usually your customer service manager would arrange to visit you after you have lived in your home for a few weeks. We still want to keep in touch to ensure all is well but instead of a visit it will be a telephone call or can be conducted via WhatsApp, FaceTime or Zoom.

Your customer service team will contact you to book in a convenient time to do this.

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Settling In

You can continue to contact the customer service team at your local divisional office if you have any questions or concerns.

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Frequently Asked Questions

Am I able to undertake these works myself or appoint a third party to do so if you are unable to attend in the near future?

This may be possible but please ensure you speak with your local customer service team first to make them aware that you no longer require assistance from our team.

Can I have some paint to carry out my own ‘touch ups’?

We are looking into having paint delivered to customers and once we have found a way to do this safely we will be in touch. Please email your local customer service team if this would be of interest to you.

I was told I would have a visit a few weeks after I moved in, when and how will that now take place?

We still want to keep in touch to ensure all is well but instead of a visit it will be a telephone call or can be conducted via WhatsApp, FaceTime or Zoom.

Your customer service team will contact you to book in a convenient time to do this.

What if my warranty expires during ‘lock down’?

Please rest assured that any issues reported to us during your warranty period will be reviewed and, if covered, will be attended to even if your warranty has since come to an end. 

What protective measures will be put in place for you to attend my home to carry out internal works?

When we are in a position to book an appointment with you, we will call you and discuss all the procedures and protocols required for a visit to take place.  Our priority remains keeping you, your family and our work force safe.

What will happen if I have been unable to service my boiler, will my warranty be invalidated?

You should make contact with a local plumber and advise that you wish to book a service. Once your boiler has been serviced please notify Redrow of the date. If your service has been delayed due to the Covid-19 pandemic, this will be noted on your plot file. 

When will the issue I have raised be attended to?

Essential and emergency works have continued throughout the Covid-19 crisis, if your issues do not fall into this category don’t worry, they will have been logged. We are working hard with our contractors and suppliers to put plans in place to enable safe working practices that will allow us to visit you in your home. We will be contacting customers who have been in touch as soon as we have a specific updates relating to their home.

Why can’t you do external works, for example in my garden?

We’re working closely with our supply chain partners to see if this is something we can resume work on and will be in touch with customers who have reported these issues at the appropriate time.

Work is re-starting on sites, why can’t you attend my home?

We are working hard with our Health & Safety experts, contractors and suppliers to develop safe working practices that will allow us to visit you in your home. We will be contacting customers who have been in touch as soon as we have a specific updates relating to their home.

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