Use this page to navigate and understand our Customer Charter.

Our Customer Charter

Our Aim

To be the market leading solution providing cost effective after care.

Our Promise

To professionally and responsibly manage the House Builder’s obligations while providing the Homeowner with a first class experience.

Service Standards

To diagnose defects and to respond within 3 working days. Where necessary, calling the homeowner to agree a time and date for work to be carried out. Overall to conduct defect work within 30 days from the initial report wherever possible.


We will answer the telephone within 3 rings. Or, when it is peak call activity, take a message and respond within 1 hour.


We will seek the views of House Builders and Homeowners, through contact and research, striving to provide the best service in the industry. We do this by meeting the ever changing needs of our clients and additionally the expectations of their customers.


All work requires the Homeowner to sign a satisfaction report. An audit procedure ensures that we maintain our high standards of service. Although it’s not always possible for us to get a signature, we always ask the customer to sign off on the work over the phone or by email.


All information will remain confidential and will only be released to a third party with the House Builder’s agreement or where legally required.


Open Monday to Friday 8.30am to 5.00pm. A message service operates out of hours. Clients may contact us by Telephone or E-mail.

Complaints & Customer Charter Concerns

We hope that the above customer charter had demonstrated our commitment to excellent customer service and aftercare in the UK. However, if we have fallen short then we want to hear about it. Make sure you make contact with us so that we can correct the problem as soon as possible. 

We take any complaint about our business, people or service most seriously. Please address any complaint to the Head of Delivery, Kerri Mansell  ( and she will respond within 5 working days.

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After Build are continuing to provide their service through the COVID-19 crisis. Our team are working remotely to diagnose and attend to defects, keeping customers informed and keeping contractors safe. You can find more information on our COVID-19 tab. 

We know that developers are being effected and we want to be able to help. If you need urgent assistance with after care or site services, we can help. 

In the meantime, we encourage all clients, contractors and homeowners to stay safe.