Customer Care

At Living by Robertson, we take the quality of our Customer Service just as seriously as the care and attention we put into building your new home.

As with any hand-built product, we recognise that on occasions issues may arise. That’s why in those instances, we are committed to putting things right. We strive to address any reasonable concerns or issues you may have as quickly as possible. In the unlikely event that you do encounter a problem, we want to hear about it so we can have the opportunity to resolve the issue for you.

As well as a 10-year structural warranty, we also provide a two-year warranty on fixtures and fittings. This helps you to avoid the worry of unexpected maintenance costs.

Out of hours

Should you require any emergency assistance out of hours please find our contact details below.

For clarity, we deem the following as an emergency: –

– Complete loss of electrics affecting your home only

– An uncontainable leak

– Loss of heating and/or hot water

– Blocked drains


For emergency out of hours cover on existing developments, please call:

Safeguard – 01207 503 293

Frequently asked questions

Do I need to service my boiler/heating system? 

Yes, the full heating system must be serviced from year one onwards in order to comply with warranty obligations.

Do I need to register my appliances?

Your Sales Executive will register your appliances for you before you move in and registration details can be found in your welcome pack or in the top drawer of your Living Home App.

I have no hot water or heating what can I do?

Firstly, check the pressure on your boiler, you can do this by checking the pressure gauge either located on your boiler or cylinder tank and ensuring this is within the 1-2 bars.

Please view our video on how to do this

If this does not resolve the issue, please call our dedicated Customer Service Department on – 03330050485

My question doesn’t relate to any of the above who can I contact?

If you require further assistance please contact our dedicated Customer Service Department on – 03330050485 or via email –

Customer Care Procedure

We encourage you to contact our Customer Care team should you have any concerns with regard to your new home journey. Our aim is that you are highly satisfied with the full service provided by our teams.
We endeavour to provide all our customers with a high standard of service and a quality new home. Therefore, If you are unhappy with our service or wish to report an issue with your new home then please complete the form below.

After we receive your form, we will acknowledge your remedial within 3 working days. We will then notify you of our response within 10 working days. If this takes longer, we will tell you the reason for the delay and the timeframe in which we can respond.
Lastly, if you remain dissatisfied, then you may refer your complaint for independent resolution under the Consumer Code for Homebuilders. At this stage, you should contact your home warranty provider and obtain an application form from them. The use of the Consumer Code independent resolution scheme does not affect your normal legal rights.