Customer care parked vans

Customer Service

Dear Customer,

Following the latest Government advice, we now need to adapt how we interface with our Customers to ensure we are protecting the health of you - our customers – as well as our staff and subcontractors.

With immediate effect, we are only scheduling home visits for emergency issues. Examples of these are:

  • Complete failure of the heating and/or hot water system
  • Complete failure of the electrics

If you have an emergency during working hours, please contact your Regional Customer Services team. You can find the details on our website.

If you have an emergency overnight or during the weekend/public holiday, then please call National Property Assistance on 0345 2458260 for Housebuilding & Partnerships South Developments, call 0345 1490203 for Partnership North Developments and for Partnerships Midlands developments call 0345 9007833.

Please do not visit your local Countryside Sales Centre as they are operating on a telephone appointment basis in order to maintain social distancing advice.

For all other issues, please email your Regional Customer Services team and we will log the details, however please can you be aware that – with the exception of emergencies – we will not currently schedule any visits to your home. Once the situation has changed, we will be in touch again to confirm the next steps.

We recognise that this action will inevitably cause some inconvenience over the coming weeks and we apologise for this. We hope you will understand that our priority is the health and safety of all our staff and our customers.

When you buy a Countryside home we want you to be confident you’ve made the right choice.

We back this up with rigorous and regular inspections during construction so we can identify and rectify any issues before you move in.

When your property is ready our Customer Service team inspect it once more to make sure it meets the high standards Countryside is renowned for.

To ensure this peace of mind we offer a new homes warranty so you know your home will be delivered to the standard we promise.

We also adhere to the Customer Charter so you can be sure you are treated fairly at all times, that you are given reliable information about your purchase and that you know how to access the dispute resolution scheme.