Whether you speak to us in person or use Homeowner Support, your dedicated area of My Redrow, we’ll make sure the help you need is at your fingertips. Homeowner Support is a new addition to My Redrow – a streamlined ‘one stop shop’, where you can discover informative videos and guides to help you manage your new home and find other ways to access help.
1. Log into your My Redrow account
My Redrow, the exclusive members’ area of Redrow.co.uk, has lots of useful information to help you settle in and look after your new home. You’ll be familiar with My Redrow having used it during your home buying journey. Many of our customers complete the reservation of their home online through My Redrow, then use it to keep all their important documents in one place and choose their options and upgrades to personalise their interior specification.
Once you complete on your new home, My Redrow remains the place to go for all your homeowner needs. It’s personalised to your own home buying experience and will update with new content as you complete each step of your move.
Here you can find everything you need to get the best out of living in your Redrow home, whether you’re looking for your plot details and floor plans to measure up for new furniture or finding out how to operate your boiler. It’s a great tool to help you to get to know your new home, with advice on what to do when you move into a new house in the “looking after your new home” section.
It also provides information on the things we need to know about in the first week after your move as well as handy checklists for other things to do before and after moving. It even stores your metre readings for you to update your chosen energy supplier.
2. Take a look at our helpful ‘how to’ guides
Chances are that when you move in and start getting to know your home you will have some questions. So we’ve created a large collection of online films and articles designed to guide you through how everything works in your new home and what to expect.
You can search for these easily via Homeowner Support to quickly find the advice you need.
Even if you don’t have any questions immediately, it’s worth familiarising yourself with our ‘how to’ video and guides so you know the information is there when you need it.
3. Up to 4 weeks – chat with our team
During the first four weeks in your new home, your dedicated customer service team will call you to make sure you’re settling in ok. Your site team will also be on hand to help you with anything that arises, including the rare occasions when issues come to light once you’ve been living in the property.
Your courtesy call is your chance to let us know how you’re finding life in your new home and ask any questions. We’re here to make those exciting first few weeks as easy and stress-free as possible for you so as soon as you’ve unpacked you can really start enjoying your new home and making it your own.
4. After 4 weeks – find online help with Homeowner Support
If you need further assistance after your customer service call, your first port of call is our online Homeowner Support area. It’s straightforward to navigate, with everything you need in one place.
If you’ve already searched our video guides and articles or you aren’t sure exactly where to look, you’ll be guided through a few options so we can find out what you need and take you straight to the right place.
If you still don’t find the help you require, there is further support on the steps to take to seek additional help.
5. Log your issue via Homeowner Support
For your peace of mind, our homes are covered by a two-year Redrow guarantee and further eight-year build warranty, meaning your home is covered for 10 years in total. Homeowner Support provides details of your warranty provider and policy number as well as information about what is and isn’t covered by both your Redrow guarantee and your warranty.
While we do everything possible to make sure your home is handed over to you without any problems, we still recognise with such a complex, handcrafted process as building a house issues may occasionally arise.
In the rare instance you have a warranty issue that you need to report after your courtesy call, you can log your issue with us in just a few steps. Simply tell us what we need to know and upload any images you have taken to provide further information.
We’ll ensure any issues you log swiftly reach the right team to help and we’ll keep you up to date as we make progress. You can log into Homeowner Support at any time to check the status of your issue or log a new issue.
On the very rare occasions you have an emergency issue, Homeowner Support has details of our 24-hour emergency helpline.
So whether you’ve just moved in or are excitedly anticipating your move, just know our support does not stop once you have the keys.
Join MyRedrow today and take the first step on your personal journey to your new home.
