At Russell Homes we take immense pride in everything we do.

We strive to ensure that your buying journey is as straightforward as possible and that your new home is defect free.

Our sales and site management teams are on hand to answer queries or concerns, and will be happy to discuss any questions along the way.

In response to the current Covid-19 situation, Russell Homes is implementing special measures to protect the health and well-being of staff and customers. The Customer Care team will do all it can to assist homebuyers over the coming weeks while also abiding by the government guidance.

For any queries please contact the Customer Care team by email support@russellhomes.co.uk

Our sales team

They will work with you to select the right plot, make sure you know about all the design options, even show you how to work the heating and the oven. They will also be by your side to guide you through the buying process, providing a one-to-one service at all times.

Our construction team

The site manager will also be happy to answer any questions and show you around your demonstration meeting. There may, however, be an occasion where you feel that your expectations have not been met. In this event we will endeavour to resolve any issues as quickly and conveniently as possible.

Handover

We are committed to fast and efficient service and, therefore, any applicable issues which were identified on your handover document will be dealt with by our Site Management Team if addition to them also completing a 14 day courtesy call to ensure you have fully settled into your new home. Please feel free to raise any concerns that you may have with the site manager or sales consultant and they will be more than willing to assist.

Courtesy Call

Following completion of all outstanding issues and the 14 day courtesy call, the property is handed over to Customer Care who will send you a welcome email with our contact information. Any future issues should be reported directly to Customer Care by emailing at any time to support@russellhomes.co.uk

Complaints

In the unlikely event that you feel you have not received the service that you would expect, or that things are not being dealt with to your satisfaction, then please write to our Customer Care Team or email support@russellhomes.co.uk and we will respond to your concerns within 48 hours.

If we fail to adequately address your issues, you do have redress through your new home warranty which forms part of the new homeowner pack and you should contact the provider for further advice.