Customer Care

A snag or defect is an issue that occurs during construction or due to a failure in workmanship. This could range from minor cosmetic issues like scratched work surfaces, cracked tiles, or decorative imperfections to more significant problems such as leaking roofs, faulty plumbing, defective wiring, or doors that don’t close or lock securely.

We aim to fix snags and defects within 30 days free of charge. If it’s an emergency repair, we’ll get to it in 24 hours or less.

We understand that some fixes are much more urgent than others. That’s why we aim to respond to the following in under 24 hours:

• No central heating or hot water during the winter months

• Complete loss of power

• Uncontainable leak - If you have an uncontainable leak, please try to turn off your stopcock (usually located under the kitchen sink) . This can help reduce both short and long term damage.

• Risk to life or a cause of injury

• An insecure home

• Blocked toilet, where the toilet is the only one in your home

In an emergency, please contact us directly on 0808 196 1532 (Option 2).

If you can smell gas please contact your local Gas Board immediately, open the windows and vacate your home. .

If you have an issue with your home, please let us know as soon as possible so we can help make it right.

You can report a defect at any time by:

• Calling us on 0808 196 1532 (Option 2)

• Emailing us at customercare@yourpersonahome.com

Please provide as much information as possible. Having your full address, plot number (if known), details of your defect and a photo will really help our team.