Posted on Mar 26, 2020
The health and safety of our customers and colleagues is of utmost importance to us and we are continuing to monitor the developing situation closely while following all government and public health guidelines.
We have introduced some additional measures this week in order to further protect the wellbeing of all.
Telephone appointments at our developments
Although our sales centres and showhomes are temporarily closed, we are still looking forward to helping you in any way we can over the phone or via email. Our contact details can be found on the development information pages of our website.
Your new home
We understand that you may be concerned about how the current situation may impact the build progress of your new Bellway home. The health and safety of our customers and colleagues is very important to us and we are continuing to monitor the evolving situation closely while following all government and public health guidelines.
While current guidance permits large scale construction operations to continue, we have taken the decision to close our construction sites throughout the United Kingdom. This decision has been taken to safeguard the wellbeing of our customers, employees, workforce and the general public.
Some sites will close with immediate effect, whereas others will require time to allow the safe close-down of operations, enabling all sites to be safely secured no later than Friday 27th March 2020.
If you are due to complete on your new home in the near future, our sales team will be in touch to keep you updated. If the measures we need to take unfortunately lead to a delay in the build progress of your home, we’ll contact you as soon as possible to discuss this with you. We’d appreciate your understanding that any potential impact is out of our control and that while this may be disappointing, the safety of all involved must be our primary concern.
Ongoing care for our homeowners
We remain committed to providing the highest levels of customer care possible during the current situation. To allow for us to play our part in helping to reduce the potential spread of the virus and to ensure we can continue to support you, our customer care teams are equipped to help you while we work from home.
All customer care calls and emails will continue to be responded to as normal during this period. To allow for us to prioritise those with emergency requirements while safeguarding the wellbeing of all, we will be suspending all attendance to non-essential meetings and repairs, in accordance with UK Government advice. Bellway will continue to attend emergency situations where necessary, taking all required and recommended precautions to ensure the continuing safety of our customers and workforce. Customers with pre-arranged appointments will be notified directly.
Please note that any defect reported during this period will be recorded on your digital plot file. Providing that you have reported the issue within the initial two year warranty period, we will address it when the situation improves, regardless if the warranty expires in the intervening period.
Please continue to directly report all enquires or concerns to your divisional customer care team, to ensure that they are promptly and accurately logged in our system and can be addressed with the appropriate urgency.
Please visit our Homeowners Support page for full contact details.
Moving forward together
A team has been set up internally in order to monitor the evolving situation and to enable us to quickly respond as needed, ensuring that we put the needs of our customers first at all times. As part of this process, we will ensure we maintain our core services to customers. We will keep our website updated with amended procedures and guidance if the situation changes.
I would like to thank you again for your continued support and understanding at this time.