Our Home Owners
New Homes FAQs
Moving into your new home will be an exciting time for you. We want to make it as relaxing and stress-free as possible so our dedicated customer care team will be on hand to help you settle in.
Please ensure that you report any issues with your home to Lucy Developments so that we can deal with them efficiently.
Some of the common new homes queries may be answered by the guides on this page.
If you are unable to find the answer or have an issue to report then please contact us using the details below.
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.