At Jelson, we understand the commitment you're making buying a new home, and aim to match that commitment in the customer service and support we provide. We pride ourselves on customer satisfaction and the relationship with our customers, which is why we're consistently in the top 5 of NHBC customer surveys.
Our Customer Care Service
When you’re buying a new home, customer support isn’t a one time event, and our team is with you every step of the way.
Up to completion you'll be given regular progress updates to help you plan and manage your move as smoothly as possible.
When your home is ready our customer care manager will go through a step-by-step guide of all the features to make sure you get the most out of it.
Six months after moving in we'll check you're still happy with the quality and finish and, if needed, our customer care team will quickly and professionally address any remedial items covered under the NHBC warranty to your total satisfaction.
Jelson provides further peace-of-mind with a two-year guarantee under the Buildmark Warranty.
How to log your enquiry with customer care
If you are within the 2-year warranty, please use one of these three online options to raise an enquiry:
- Our online chat system on our website & My Jelson Home portal.
- 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 have done one of the above options, a ticket will then be raised by our customer care department. If more information is needed or a telephone conversation is required, our customer care department will contact you.
Complaints Procedure
As a company we endeavour to deliver quality homes and services to all of our customers. However, we are aware that sometimes things can go wrong, but we as a company are committed to acting in a transparent and honest way if our standard of service is not as intended. If something does sadly go wrong, we have a complaints process in place to enable us to help you.
What do I do if I have a complaint?
If you are yet to complete the purchase of your new home, any complaints and queries should be directed to the sales team based on your development.
If you have completed your purchase, your first stop for any form of complaint would be to contact our customer complaints team based at our head office in Leicester, which can be reached at customercomplaints@jelson.co.uk
All complaints will be acknowledged within 5 working days, and our team aims to reply within 10 working days.
Click here to view our customer complaints procedure document.
