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Customer Care

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 – 0345 3073612

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.

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 01745536671 or email customercare@castlegreenhomes.uk

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.

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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

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What Our Customers Say

I just wanted to say a huge thank you to everyone at Castle Green for your help and support over the past few months. You have made completion of my new home a pleasant one. The team were very accommodating and more than helpful over the past few months and I appreciate all your input, opinions, and friendliness. I’ve loved the experience throughout. It has been a real pleasure getting to know you all. You are a wonderful team at Willow Fields, and I am highly impressed with the company, and was left feeling valued as a customer. You have all made the process as stress free as possible, so thank you Castle Green.

Ian Drinkwater

Willow Fields, Warrington

We’re so glad we chose a Castle Green home. First class service from start to finish. The Sales Team helped us every step of the way, and provided us with some helpful tips when making our choices of tiles etc. We have been in our new home for five weeks now and we’re receiving great after sales care. Everyone on site has been helpful and nothing is too much trouble for the team here. We can certainly recommend Castle Green Homes.

Margaret and Tony

Cae Felin, Denbigh, Denbighshire

We are delighted with our new home and cannot thank the team at Oakley Park enough for their patience, understanding and professionalism throughout the whole process.

Beatrice and Dan

Oakley Park, Ellesmere Port

A massive thanks to the whole team and a pat on the back for Castle Green, everyone is a credit to the company. Sales staff are so friendly, helpful and a joy to deal with and the Site team are fabulous.

Sue Stollery

Bron Y Castell, Abergele

We can't be any happier with the service and customer care that we have received from Castle Green so far since moving into our new home. There have been snags which is expected most of which have been completed. There are still a few snags to do but we are confident that they will be finished. We would like to say a special shout out to Bert, Colin & Vikki, thank you for everything you have done and the support you gave to the family during the loss of our dear sister Les. We wish you all success for your future developments, its managers like you that make it happen.

Gill & Lesley

Plas Issa, Bryn Y Baal

We just want to say, we have been so impressed with Castle Green since we started on our journey to purchasing our dream home. The Sales Consultant was amazing, so helpful and accessible. Nothing was too much trouble for her. The Site team have been fantastic, they have been so on the ball with sorting out our snag list. They were always so friendly and helpful. Any contractors that came into our home were super helpful and friendly. Thank you to everyone, we absolutely love the house.

Caroline

Queensbury Manor, Meols

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    Did you know that we're Net Zero?

    We've saved 723 tonnes of carbon via verified carbon offset projects and we have also purchased 300 tonnes of the Gola Rainforest Protection REDD+ project for future homes.