Our Customer Service team are here to help with any information you may need or queries you have after you’ve completed on your new Genesis home.  We aim to rectify any issues as quickly and efficiently as possible but please be aware some delays may occur depending upon the nature of the works.

Our Customer Service Department is open:

Monday: 8:30am-5pm

Tuesday: 8.30am-5pm

Wednesday: 8:30am-5pm

Thursday: 8:30am-5pm

Friday: 8:30am-5pm

We recognise that sometimes it is easier to talk to someone, therefore should you require information or assistance please call 01768 593 503 or email details to customerservices@genesis-homes.co.uk. We will respond to non-urgent items within the hours above.

In the unfortunate event an “in home emergency” occurs that requires immediate attention and you are calling outside of office hours, please call our out of hours service provider Safeguard on 01207 503293. 

Our “Out Of Hours” service operates evenings, weekends and public holidays and is provided for emergency situations only;

• Major water leak – a leak which cannot be contained and is causing damage, particularly to electrical fittings.
• Gas leak – you must call your gas supplier on the emergency line (0800 111999) before calling us. They will be able to isolate the meter and make your home safe.
• No heating/hot water – a complete loss of the heating system. Before contacting please check the settings on your heating timer/thermostats, drop in pressure.
• No electricity – a total loss of lighting or power to the sockets, before contacting please check that your supplier has not turned off the supply (i.e. a power cut). Please also check the master trip switch (faulty domestic appliances are the most common cause of power losses).
• No water – a total loss of water supply, before contacting please check that your supplier has not turned off the supply.
• Blocked Drains – when they are causing a flood or overflowing internally or externally.
• Blocked Toilet When you have no other useable toilet.

Non-emergencies

For all non-emergency items please report these during working hours to our customer service team.

Examples of non-emergencies are:

• Dripping taps/faulty shower valves
• Doors requiring easing
• Faulty kitchen appliances

Non-emergency items will usually be attended to within 28 days (subject to parts).