At Jelson Homes, we understand that buying a new home is a big commitment and we’re here to match that with dedicated customer care every step of the way. We’re proud of our reputation for customer satisfaction and are consistently ranked in the top five of NHBC customer satisfaction surveys.
Our customer care experience
Our new home customer support doesn’t end when you receive the keys, it begins the moment you reserve your home and continues well after you move in.
Before completion, you’ll receive regular progress updates to help you plan and manage your move with confidence.
When your home is ready, our dedicated Customer Care Manager will guide you through the features of your new home, ensuring you understand everything from heating controls to maintenance tips.
Six months after you move in, we’ll follow up to make sure you’re still happy with your home’s finish and quality. If anything needs attention and is covered under your NHBC warranty, our customer care team will resolve it quickly and professionally.
To give you piece of mind, every Jelson home comes with a two-year guarantee under the Buildmark Warranty.
How to contact Jelson customer care
If you’re within the two-year warranty period, there are two simple ways to raise a customer care enquiry:
- Send an email to customercare@jelson.co.uk - with a full description of your query, providing full contact details.
- Using your online My Jelson Home portal to raise a ticket.
Once you’ve submitted your enquiry, as part of our new build aftercare service, our customer care team will raise a support ticket. If further details or a phone conversation are needed, we’ll be in touch to help resolve your issue quickly.
Our Customer complaints procedure
At Jelson Homes, we are committed to building quality homes and providing an excellent service. However, if something doesn’t meet your expectations, we’re here to resolve it in a clear, transparent, and timely manner with our complaints process.
What do I do if I have a complaint?
If you haven’t yet completed your purchase, please direct any concerns to the sales team at your development.
If you’ve already moved in, please contact our Customer Complaints Team via email at customercomplaints@jelson.co.uk.
We’ll acknowledge your complaint within five working days, and our aim is to provide a full response within 10 working days.
