Customer Care Charter

At Hayfield, our Customer Care Department are committed to delivering a quality service once you have moved in to your new home.

This Charter sets out our commitment to you and the level of after sales service we seek to achieve.


Before you move in, approximately 1 week prior, we will arrange for your Sales Advisor and Site Manager to carry out your home demonstration.  During your demonstration, we will outline what to expect and how to look after your new home including how to maintain the heating and electrical equipment as well as informing you about registering your appliances.

This is a very important meeting and we recommend you allow 3 hours for this demonstration, we will give you plenty of information to ensure a smooth move into your home.



For your peace of mind your new home comes with a 10-year NHBC warranty and a 2-year Hayfield Customer Care period. On the day you move in our Sales Advisor will give you a Welcome Pack, which amongst other things will include your Home Manual. This manual will provide you with information about your new home, including a schedule of external and internal finishes, caring for and maintaining your new home, information about the NHBC warranty, details of your utility suppliers, our Customer Care contact details and our emergency out of hours service number.



Shortly after you move in we will send you a “Welcome” letter, we will then try to contact you after two weeks to arrange our post occupation visit by our Site Manager. At this visit we will outline the NHBC Buildmark cover and advise you on the procedures for reporting defects during the warranty period.  Hopefully, you will have no issues, but with a manmade product built in all weather conditions, there may be remedial items which require our attention, we will discuss with you any defects (if any) you have noted since your occupation and how they will be rectified.

Generally, within five days of visiting your property our Site Manager will contact you confirming the visit, outlining proposals for rectifying any defects reported.

Remedial works will be attended to within the hours of 8:00am – 5:00pm, Monday – Friday.

We aim to complete most non-urgent defects within 4 weeks, but in some circumstances this timescale may differ. We will endeavour to complete emergency works within 24 hours



We define these as problems which are, or seem to be, harmful to your health and safety, security or immediately harmful to your new home.

During normal office hours please contact your Site Manager, outside of normal office hours please contact our Emergency Out of Hours Service number. Please do not contact any of our sub-contractors direct.  We cannot accept any responsibility for works undertaken without our supervision or instruction.