Customer Care

Spring Developments work hard to ensure that you receive the highest quality support for the first two years following the build completion of your new home.

If you have any warranty issues or problems with your home after you have moved in it is important that you communicate this to us on 01306 500 254. During working hours Monday to Friday, 9am to 5pm, these queries will be answered by our Customer Service team. 

For emergencies outside of these hours please call 07974379727 this telephone number ONLY for emergency calls. 

Please note an emergency is classed as:

• Complete failure of the heating system.

• Complete failure of the hot water system or both heating and hot water*

• A water leak which cannot be contained**

• Complete failure of the electrics *

• Blocked Drains

• Alarm system not working

• Roof leaks – if this is caused by storm damage please call your building insurance company in the first instance

*Before reporting an emergency please ensure the issue is not due to a local power cut or gas failure.

** Before reporting a water leak please ensure you isolate the leak by locating and closing the stopcock to avoid further issues.

Spring Developments will make every attempt to resolve issues promptly, however, please be advised that issues caused by your own alterations, wilful damage, neglect, misuse, wear and tear, failure to maintain or to follow operating instructions will be charged back to the home owner.

We endeavour to carry out urgent repairs within 24 hours.

If you report a standard job (anything which is not classed as an emergency) where we require parts or additional material, we would expect to complete the job within 28 working days of the replacement being dispatched to us. Should our suppliers advise us of any delay in obtaining the materials we require we will contact you and advise you of this.

In the event of our Customer Service team being unable to resolve a situation in a satisfactory manner, we have a formal complaints procedure in which customers can write/email to us detailing the problem: The Atrium, Business Centre, Curtis Rd, Dorking RH4 1XA  info@spring-developments.com

Please note that a complaint must relate to the provision of services by the Home Builder, which are not covered by the terms of the Warranty. If a Complaint relates to matters covered by the Warranty, the Home Buyer should refer to the New Home Warranty Policy Wording and follow the appropriate Complaints Procedure

Spring Developments will aim to resolve and respond to the complaint within 20 days, or if it is a more complex issue we will put together a plan of action within 30 working days.

Complaints that for whatever reason cannot be resolved by us can be referred to an Alternative Dispute Resolution Service (ADRS)

Where a dispute arises between the buyer of the new home and the builder of the new home which both parties have been unable to resolve between themselves the ADRS process can be adopted. It is important to note the scope of the ADRS and the timescales that apply to the use of the ADRS; these are detailed within the

Build-Zone Code of Conduct for Home Builders; the scope of the Code is detailed within Section 5.14 and can be viewed via the following link click here

Process for Instigating the ADRS

Please contact Build-Zone who will provide all relevant application and guidance documents which detail the scope, process, timescale and cost of the ADRS.

Contact Information –

Build-Zone

Email: complaints@sennocke.co.uk

Website: https://www.build-zone.com

Telephone: 0345 230 9873