Customer Care

The Castle Green Customer Care Policy

At Castle Green, we’re committed to delivering exceptional quality homes that are backed up with fantastic customer service from the moment you meet us, until long after you’ve moved in.

When you choose to buy with Castle Green, we do everything we can to make moving into your dream home as easy as possible. That’s why our dedicated Customer Care team is on hand from the start to support and guide you through every step of your property journey.

We are committed to building exceptional, high-quality new homes and we’re confident you won’t have any problems after you move in. However, on the rare occasion, something requires attention, you will be supported by our dedicated department who offer remediation where needed for the first two years after you move in.

For complete peace of mind and reassurance, you will be provided with a dedicated point of contact and 24-hour number to use in an emergency situation – 0333 323 0260

You will also receive a comprehensive homeowner’s manual, which contains a host of useful and practical information about how to look after your new home, and how to operate your appliances, boiler and central heating, for example.

We understand that moving house is an exciting time, and we do everything we can to make it easy for you.

NHBC Warranty

Every property constructed by Castle Green is also covered by the NHBC Buildmark Warranty scheme, which covers you in the unlikely event you experience a problem with the materials or workmanship in your new home.

You can find out more about the 10-year guarantee on the NHBC website. // 0800 035 6422

The Consumer Code

For additional reassurance, Castle Green is also bound by the Consumer Code for Home Builders, which means we uphold excellent customer service even after you have moved into your new home.

The Consumer Code means we will:

  • Provide clear information and expert support throughout the buying process
  • Help you choose the options and upgrades applicable to your chosen home
  • Supply reliable information about the warranties and guarantees that apply to your new property
  • Keep you up to date with the progress and estimated completion date
  • Provide a new home demonstration so you understand how to operate the appliances and heating in your home

You can find more information about the Consumer Code at

After you purchase a new home from us, you will be asked to participate in an independent customer satisfaction survey regarding your property. The results of these surveys allow us to constantly monitor and improve the quality and service we provide to you.

We do everything we can to resolve issues immediately and we work with the NHBC who offer a resolution service or referral to the Consumer Code Independent Dispute Resolution Scheme if something is not to your satisfaction.

For more information on the customer service received when you buy a home from us, please call 01745 536 677 or email