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CUSTOMER CARE PORTAL

CLIENT TESTIMONIALS

As first-time buyers, we moved into our home in February 2022. The sales team were excellent in providing us with the documents needed for our help to buy equity loan and nurtured us throughout the process. The build quality really is second-to-none, our family and friends have been blown away with some of the features and material quality. Our cul-de-sac is beautiful, and we often have locals from the heart of the village walking by commenting how well our homes fit in the area. The aftercare team have also been great, with prompt repair for minor snags via a mobile app portal, arranging technical run throughs of our systems with the manufacturers, and providing all warranty documents in our welcome pack. Arbora made our purchase straightforward and easy, giving us complete clarity throughout and being ears to our questions.

5

Jack Blyth, Home Buyer

We have recently purchased a new build from Arbora homes in Castle Camps and couldn’t be happier! The build quality and after care service we have received from Arbora has been second to none and we would have no hesitation in recommending them for their outstanding support in making the purchase such a pleasant experience.

5

Paul Martin, Home Buyer

CUSTOMER CARE PORTAL

CLIXIFIX, OUR EFFICIENT ONLINE CUSTOMER PORTAL MANAGES THE AFTERCARE OF YOUR HOME

With 24/7 access, you can use the system to log any issues when it’s convenient for you. You can upload images and videos to help us understand your concerns in more detail, making it easier to quickly solve the issues.

Tickets raised through this streamlined process are sent directly to our customer service team for review and allocation to our contractors to remedy. You have full visibility of the progress and can message at any point during the remediation process.

WHAT TO DO IN AN EMERGENCY

In the unlikely event that you experience an emergency outside of our office hours, Monday to Friday – 08.30-16.30, our friendly out-of-hours support team will assist you.

Please note that our Emergency contact number should only be used for genuine emergencies only. Please see below for a detailed list of what constitutes an emergency.

GAS LEAK

If you suspect a Gas Leak, please call the National Gas Emergency number on 0800 111 999. They will assist you with isolating your meter and making your home safe in the first instance, before calling us.

TOTAL LOSS OF CENTRAL HEATING OR HOT WATER

First check that this is not due to a general supply failure in your area. If this is not the case, first try and reset your system using your appliance user instructions in your home care file.

COMPLETE FAILURE OF ELECTRICS

First check that this has not been caused by a general supply failure in your area. If this is not the case, first try and reset the system using the master trip switch on your consumer unit.

A COMPLETE LOSS OF WATER SUPPLY

Before calling us, please check with your local water board to ensure the water hasn’t been turned off in your local area for emergency repairs.

A WATER LEAK THAT CAN'T BE STOPPED

When a water leak can't be contained and is causing internal damage to your home.

LOCK FAILURE

On an external door or ground floor window causing a security risk to your home.

BLOCKED DRAINS

Flooding caused by blocked drains threatening to enter your home. For all non-emergent drain blockages, please contact us during office hours.

EMERGENCY OUT-OF-HOURS CONTACT DETAILS

For out-of-hours emergencies, please contact us on:

0345 877 8107

CUSTOMER CARE PORTAL

Clixifix, our efficient online customer portal for managing your home aftercare.

Latest Developments

Explore the latest Arbora Homes developments and register your interest.

CUSTOMER CARE CHARTER

The Arbora Homes customer care charter outlines our commitment to providing exceptional customer service for home buyers.

FAQs

What happens if I find a defect with my new home?

If you find any defects after your post-occupation visit with our Site Manager, you can use the Clixifix portal to log any issues you have. These are then reviewed by our Customer Services Team, and allocated to one of our contractors, if required.

What happens at a post-occupation visit?

We will discuss with you any defects (if any) you have noted since your occupation and how they will be rectified.

Generally, within five days of visiting your property, our Site Manager will contact you outlining proposals for rectifying any defects reported.

Remedial works will be attended to within the hours of 8:00am – 5:00pm, Monday – Friday. We aim to complete most non-urgent defects within four weeks, but in some circumstances this time scale may differ. We will endeavour to complete emergency works within 24 hours.

How long will it take for home defects to be rectified?

Remedial works will be attended to within the hours of 8:00am – 5:00pm, Monday – Friday. We aim to complete most non-urgent defects within four weeks, but in some circumstances this time scale may differ. We will endeavour to complete emergency works within 24 hours.

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