Hardwick Grange

This is a development of 100 homes in Sedgefield, built on behalf of Tolent Homes. 

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 customerservices@tolent.co.uk.

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.

 

Emergency repairs

An emergency would be something that prevents you from occupying your house in a safe and reasonable way. This would include:

  • Complete failure of the heating systems and/or hot water system. If your heating fails in summer, it is unlikely to be an emergency. However if it fails in colder weather, then this will be classed as an emergency
  • A water leak that cannot be contained
  • Complete failure of the electrics
  • Flooding caused by blocked drains that threatens to enter the home
  • A fault to a window or external door causing a loss of security.

If you have an emergency during normal working hours please call the customer care team on 0333 101 4065.

Please note, outside of these times please call Safeguard on 01207 50329.

Useful contacts

Useful documents

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