Customer Service

If you have an emergency that cannot safely wait until our Customer Service team reopens, you can contact Safeguard, our independent out of hours emergency service.

An emergency is an issue that poses an immediate risk to your health or safety, could cause significant damage to your home, or results in the loss of an essential service. This may include a major water leak that cannot be contained, complete loss of electricity, loss of heating or hot water, or another issue that makes your home unsafe or uninhabitable.

Safeguard will assess the issue, contact the appropriate subcontractor on your behalf where required and monitor the call until attendance has been arranged.

Call Safeguard: 01207 503293

Our out of hours service is available:

Monday to Thursday: after 5:00pm
Friday: after 4:00pm
Weekends and public holidays: all day

This service is for genuine emergencies only. Non-emergency issues should be reported to our Customer Service team during normal opening hours.

Smell gas or suspect a gas leak?

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

Please contact the Customer Service team for your region. When getting in touch, give us as much information as possible, including your name, address, development and plot number, contact details and a clear description of the issue.

Photographs or videos will be required to help us understand the problem and get the right person involved more quickly.

Our Customer Service team will log and review the details you've provided. Depending on the issue, we may arrange for a Harron Homes Customer Service Operative or one of our specialist contractors to visit your home.

We'll let you know what happens next and work with you to arrange access where required. Some repairs may take longer where specialist parts or materials are needed, but we'll keep you updated along the way.

For the first two years following Legal Completion, your Harron Homes warranty covers qualifying defects resulting from the materials or workmanship used to build your home. This includes qualifying issues with heating, plumbing and electrical systems and sealed glazing units. Some products and appliances will have their own manufacturer's warranty, which you may need to register separately.

Your warranty doesn't cover everything that may happen after you move in. Normal wear and tear, accidental damage, damage caused by misuse or lack of maintenance, homeowner alterations, certain blockages, extreme weather damage and normal shrinkage or condensation aren't generally covered.

Your warranty documents contain the full details and exclusions that apply to your home.

Your home also benefits from NHBC Buildmark Warranty and Insurance. The protection available and responsibility for dealing with an issue changes during the life of the policy, so please refer to the Buildmark documentation provided with your home. If you're unsure who you need to contact, our Customer Service team can help point you in the right direction.