Our Home Owners

Emergency assistance is available 24/7 during your first two years of ownership. In December 2025 Lucy Developments entered a partnership with Safeguard, an emergency call handling service. Safeguard will handle all emergency calls outside our normal office hours and during public holidays etc. Calls will be triaged and where appropriate our contractors asked to attend. Safeguard also have access to their own network of trusted contractors should the original contractors be unresponsive or unavailable to attend. This is an enhancement of our previous out of hours cover, however as before only genuine emergencies can be dealt with by this service. This includes issues such as uncontrolled and leaks, total loss of heating and hot water or electricity supply (if not attributable to a wider network issue) and the like. For contact details please see the attached leaflet – _Safeguard information sheet

Callers to the previous out of hours emergency service number will be given contact details for Safeguard and asked to re-dial.

No water

Please check that your water supplier has not turned off the water to carry out repair work in the area before reporting the issue to us.

Major and Minor leaks

If you are experiencing a leak in your home please let us know as soon as possible. We will need to know how serious the leak is to ensure we can attend to it effectively.

If the leak is causing flooding and damage to your home, and cannot be contained please switch off you electricity and water supply, and contact us urgently.

If the leak can be contained and/or controlled, please contact us as soon as possible. If possible please also try to control the leak by isolating the source

Toilet continually flushing

If one of your toilets is continually flushing please contact us

If you experience issues with your heating please check the following before calling us

If there is a complete failure of the combined central heating/hot water system;

a)       The issue is not caused by local electricity or gas supply problems

b)       Incorrect setting of timers or thermostats

c)       A shut off device that can be reset.

If you have no heating please check if there is a lack of pressure in the boiler or for air in system

If you have no hot water check the settings on the programmer to ensure it is set up correctly

If you have a complete loss of power please check the consumer unit for any tripped breakers and also check that your electricity supplier has not turned off the mains to carry out repair work or there is a local power failure.

Appliance failures/issues should be reported directly to the appliance manufacturer who will arrange a service engineer.

Please ensure you complete any guarantee cards that have been provided in your handover pack to ensure the guarantees are effective

On the day of your handover meeting we will take final meter readings for the utilities with you. After your completion date Lucy Developments are no longer responsible for the utilities at your home. We will pass the meter readings and your contact details onto the current utility supplier. If you have not received a letter from them within 6 weeks of moving in please contact them. You will be able to choose your own utility supplier as you wish.

BT Openreach generally provide the infrastructure to our developments. On occasion it may not be possible for broadband and phone line connections to be ready in time for your move in date. You will be able to choose your own service provider for your broadband and phone line.

As your home is lived in and heated, the construction materials used to build your home will shrink which may cause small cracks to appear. These cracks are not an indication of subsidence or any structural defects and can be permanently repaired.

To minimise cracking the drying process needs to be gradual, try to keep an even temperature throughout your house, ensuring rooms are well ventilated and use the extractor fans.

If any large cracks appear, please monitor them and contact Lucy Developments if they increase in size.

Shrinkage cracks are not covered by the Premier Guarantee policy however if you feel there are cracks which require attention please contact Lucy Developments once you have been in your home for 12 months, and we will make an appointment to review them with you.