How to report a defect
Your home has a Tolent warranty which lasts for 24 months from the day we hand over your home to you. Any defects within in the first 24 months should be reported to the customer care team.
We are available Monday to Friday from 8am – 4.30pm by phone on 0333 101 4065 or via e-mail at email@example.com.
The best way to report any issue is to provide as much information to us as possible. If you choose to call us, you may want to follow this up with an e-mail with details of the issues or damage, along with photographs if possible. To ensure all issues are rectified as efficiently as possible, you may wish to report non-urgent items together.
All issues reported are prioritised in order of urgency:
- Emergency priority – 12 hours
- High priority – 1 day
- Medium priority – 7 working days
- Low priority 27 working days.
Where manufactured items are required these timescales may be extended.