NU living customer commitment

Our Customer Service team is on hand to help resolve any problems that may occur, but rest assured checks are made at every stage of the build process and your Sales Negotiator will keep you informed of the status of your sale. We also adhere to the Consumer Code of Conduct which provides support, reassurance and peace of mind for buyers of all new build homes. Or in the case of modular homes the Consumer Code for New Homes.

Our Customer Care team will support you following completion of your purchase, including managing any snagging or defects for you in accordance with the terms of your warranty.  Full details of your warranty is provided as part of your purchase.  You will also find lots of helpful information in the Home User Guide we provide for your property. 

If you need help during your defects period, or are unsure what your defects period is, what is covered or what to do if you are not happy with how we are dealing with your snagging or defects who you can speak to, please do not hesitate to contact the Customer Care Team on 0330 222 0322 or by email CCSNH@swan.org.uk. 

Should you need to report any urgent or emergency repairs (also known as snagging or defects) relating to your NU living Home. You can contact our Customer Care Team or our out of hours emergency service by calling 0330 222 0322.

• For all other matters, our Customer Care Team will be happy to assist you with any other queries you may have on CCSNH@swan.org.uk
• Alternatively, you can fill in the customer care form below

You can use our complaints process to make a formal complaint. You can do this by contacting calling 0300 303 2500 and asking to speak to our Improvement Team; or you can email them directly at improvement@sanctuary.co.uk  

Should you need to report any urgent or emergency repairs (also known as snagging or defects) relating to your NU living Home. You can contact our Customer Care Team or our out of hours emergency service by calling

• 0330 222 0322
• For all other matters, our Customer Care Team will be happy to assist you with any other queries you may have on CCSNH@swan.org.uk
• Alternatively, you can fill in the customer care form below.

You can contact your home warranty provider for advice.  NU living homes are provided though:

1. LABC Warranty Protection 
2. NHBC Warranty Protection
3. BLP Warranty Protection

Your home user guide will contain detailed information on how to contact your warranty provider.  They may deal with your matter or refer you to a third-party dispute resolution service to help resolve your issue. You may also be able to contact the Housing Ombudsman for guidance in relation to leasehold and shared ownership properties.  If you are unsure who your warranty provider is, you can contact the Customer Care Team on 0330 222 0322 or by email CCSNH@swan.org.uk.