Customer Care

At Gilbert & Goode, we do not just build homes – we build lasting relationships with our customers. We provide you with the best customer care experience, from the moment you contact us to the years after you move into your new home. 

Our accolades include the prestigious InHouse Gold Award for Customer Satisfaction, along with partnerships with NHBC, LABC, and Premier Warranty. These affiliations guarantee the quality and safety of your new home for a decade, with the initial two years directly managed by Gilbert & Goode. But do not take our word for it—our satisfied customers vouch for us! With an impressive 100% Net Promoter Score (NPS), our clients enthusiastically recommend us to friends and family. In fact, we are ranked No. 1 in the UK out of 65 for customer recommendation and No. 3 out of 61 for defect resolution, according to the latest InHouse Survey report. We actively listen to customer feedback to enhance our services. 

At Gilbert & Goode, we take pride in delivering outstanding customer service throughout your home-buying journey. Our exceptional Customer Care Team, supported by the web-based defect and repairs system powered by clixifix®, ensures you are well taken care of. Additionally, we offer a range of supplementary services beyond the essential elements of the Consumer Code to support you beyond the completion of your new home:

Round-the-Clock Customer Support Portal: Our digital portal is available 24/7, providing you the convenience to submit enquiries and report concerns from any location at any time.

24-hour emergency call out: If you have an urgent problem with your new home, meaning a total loss of electric or water, unsafe power, uncontrollable leak, insecure external doors or windows or major drain blockages* you can call our emergency number, and we will send a qualified engineer to fix it as soon as possible.

Enhanced Customer Care response times: We aim to resolve any defects or complaints within 20 days, and we achieve this in 90% of cases. We also keep you updated on the status of your issue and the actions we are taking to resolve it.

Comprehensive Home User Guide: We provide you with a bespoke user guide for your new home, which contains all the information you need to know about your home, such as the appliances, fixtures, fittings, warranties, and maintenance.

Free new home Maintenance tools and materials kit: We give you a handy kit with some essential tools and materials, such as paint, mastic, WD40, and basic tools, to help you with any minor repairs or adjustments you may need to do in your new home.

Dedicated Customer Care Maintenance Team: We have a team of experienced and skilled tradesmen who provide you with the best customer care service. They are friendly, courteous, and respectful of your home and your privacy.

Customer check-in post occupation: We follow up with you after you move into your new home, to check if everything is to your satisfaction, and if you need any further assistance or support from us.

Packaging removal and disposal service: We help you with the removal and disposal of any boxes and packaging materials that you may have left over from your move, to save you time and hassle. 

CONTINUED SUPPORT 

NEW to our customer care package is our Concierge Service. During the first weeks of living in your new home there will of course be the need for personal design touches and finishes, which is why we have introduced a free concierge service, offering our new homeowners a 4-hour appointment where our dedicated operatives can help with those plumbing, fitting, assembling items that can really take the pressure off and make our house your home! 

WARRANTY CARE 

Your new home is covered for a total of 10 years. The first two years will be directly through Gilbert & Goode and the remainder through the chosen warranty provider for your neighbourhood. 

If you believe your new home is suffering from any issue that falls within your aftercare cover, please let the Customer Care team know as soon as possible through your Clixifix care account, and they will be in touch to resolve the problem. 

If you have any questions regarding items that fall outside of the warranty, or how alterations or ownership changes might affect the terms, then please contact our Customer Care team who will be happy to talk you through these areas. 

Please be aware that the example problems and response times are for guidance only. Each issue will be individually assessed by our Customer Care Team, who will take appropriate action based on the type and urgency of the specific issue.