FAQs

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What does the Customer Care team do?

The Customer Care department is here to help resolve any defects you have in your property.

What is a defect?

A defect is a fault that occurs in your property.

What is an emergency defect?

An emergency defect would be an issue that immediately exposes you to a risk.

What would be classed as not a defect?

A repair that is needed due to damage, neglect or general wear and tear. This includes damage caused by storms, accidents or poor maintenance of the property.

How do I report a defect?

To report a defect with your property please contact your Local Customer Care Department on the following numbers:

Scotland

customercare.scotland@lovell.co.uk     

Telephone: 0141 773 5743

North West

customercare.northwest@lovell.co.uk

Telephone: 0161 905 1727 or 0800 5874428

Eastern

customercare.eastern@lovell.co.uk

Telephone: 0113 202 222

East Anglia

Customerservices.anglia@lovell.co.uk

Telephone: 0800 121 6101

Midlands

customercare.midlands@lovell.co.uk    

Telephone: 0800 9173 053

South Wales & South West

customer.services@lovell.co.uk

Telephone: 0800 0855 621

London

london.customercare2@lovell.co.uk

Telephone: 020 8731 3850

Out of hours: 0800 0309 690

I think I’m experiencing a gas leak. What should I do?

Call the National Gas Emergency Service on 0800 111 999 immediately.

I’ve noticed some cracks in my property. Are these covered by my warranty?

New-build homes can contain up to 5,000 litres of water in the concrete, mortar, screed and plaster. The home needs to dry-out and, as it’s lived in and heated, water evaporates causing timber and plaster to shrink. This can cause small cracks to appear.

As per the NHBC guidelines, Lovell would only address settlement cracks that are wider than 3mm (e.g. you can fit a pound coin into them). Smaller cracks are considered decorating cracks and it is the homeowner’s responsibility to address these as and when they decorate. If the cracks at your property are larger than 3mm in width, please contact the Customer Care Team.

My paintwork looks dull. Is this normal?

Woodwork naturally absorbs a high quantity of paint, so the first painting may not give such a satisfactory finish as later painting. Your internal walls will have been painted with a light coat; this will allow moisture to work itself out. After 9-12 months the walls will be dry enough for re-decoration.

 

 

When can I re-decorate my property?

We recommend that you wait for at least a year to redecorate your property. When you do re-decorate, any small shrinkage cracks in the plaster work can be filled with decorator’s filler and made good.

I’ve noticed that there is condensation in my property. Is this normal?

You may also notice that you have condensation forming on cold surfaces such as windows. Modern homes are designed to minimise drafts and stop heat escaping but this can also stop water vapour escaping, leading to increased condensation. For more information on this, please see the condensation advice in your home owners guide.

I’m having a problem with one of my appliances. Who do I contact?

You will need to contact the manufacturers directly. Their details will be in the manuals section in your home owners guide. If you are unsure of this, please contact Customer Care.

I’m experiencing a leak which I cannot contain. What should I do?

If the leak is very severe, please turn off the water in your property using the stop tap and call Customer Care immediately.

I would like to use my loft as storage. Can I do this?

We strongly recommend that you do not use you loft to store items.

My radiator feels cold in some areas. Do I need to call Customer Care?

If your radiator feels cool at the top but warm at the bottom it’s probably because there is air in them and need bleeding. For advice on how to bleed your radiator, please check your home owners guide.

My boiler is showing an error code. What should I do?

Please check the manual to see if this error is due to low pressure. If it is due to low pressure, you will need to top up the pressure. A guide of how to do this is in your home owners guide. If low pressure is not causing the error code or if you are unsure, please contact Customer Care.

My patio door/window won’t close after a very warm day. What has happened?

Patio doors and windows can expand due to high temperatures meaning you are unable to close them. This is likely to be because the UPVC has swollen. Your windows and doors are not are not broken and do not need replacing. This is a perfectly natural occurrence. Where heat has affected your uPVC frames, the issue will disappear once temperatures return to normal. When the sun sets, your windows and doors will retract, returning to the normal size and position.

Should you really need to intervene, you can cool down your uPVC doors/windows by spraying the outside with water, or by patting it down with a cold, damp cloth. This will help the material to shrink back down to size, so that it’s once again within its normal working.

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