We use cookies to ensure that you get the best online experience. By continuing, you agree to our use of cookies.

Find your new Story Home

Customer Service

Making you feel at home in your new home

5 Star Builder

We have been a HBF 5 Star Builder for four years running

Taking care of you

Our reputation is firmly built on the quality of our exceptional homes and our high standards of customer service. Before you move in, you’ll be given a comprehensive ‘Home Information File’ that explains everything about your new home and what you can expect from our award winning customer service team. You will also receive a home demonstration from your site manager, who will answer any questions you might have about your new Story Home. Your site manager and your sales executive will become your main points of contact in the first few weeks of owning your brand new home.

Going the extra mile

As well as care and support from the sales team during your purchase, we take care of you after you have moved in. Our team pride themselves on providing a friendly, easily accessible, knowledgeable and efficient service.

Site Team

In the days following the completion of your new home, your site manager will contact you and undertake three courtesy calls over seven weeks.

Sales Team

Your sales executive is always on hand too, and may pop round or call you to see how things are going.

Customer Service Team

Our skilled customer service technicians and tradespeople react to your queries as timely, and as efficiently as possible.

Our Customer Service Team

After eight weeks, our Customer Service team will call you directly to introduce themselves. Our team provide dedicated and responsive aftercare for two years after buying your Story Home, in addition to your 10-year build warranty. We will provide a professional service and offer you the the options below for contact methods:





Contact Us

Our team is available Monday to Thursday 9.00am – 5.00pm and Friday 9.00am – 3.00pm. Our phone lines are closed on the third Thursday of every month for staff training, during this time calls will be forwarded on to our out of hours service and emails will be reviewed the following day.

Christmas and New Year closing dates: Our office will be closed from 12 noon on Thursday 21 December 2017 until 9.00am on Thursday 4 January 2018. During this time, our out of hours provider will deal with any emergency calls. Please dial 01228 404566 to reach our out of hours team. Non emergencies will be picked up when the office reopens.

You can contact us using the details below. Please ensure you include your full name, development and plot number:

Call: 01228 404566

Text: 07781482972



Story House, Lords Way
Kingmoor Business Park

North East


Panther House, Asama Court
Newcastle Business Park
Newcastle upon Tyne

North West


Kensington House
Ackhurst Business Park

Out of Hours

Emergency cover is provided 24 hours per day, seven days a week. In the unlikely event of an emergency outside of our normal office hours, we provide an out of hours support team to help you. If you need to call us, simply dial the customer service line on 01228 404566 and choose option one to be diverted to our out of hours support team. Details about what is classed as an emergency can be found in your Home Information File.

Give us your Feedback

After purchasing a brand new Story Home, customers are asked to take part in two surveys. This is your chance to help us celebrate our success and improve our offering. Our independent research company In-house will call you to ask about your overall experience. Then, just a few weeks later, the National House Building Council (NHBC) on behalf of the Home Builders Federation (HBF) will be in touch too. To say thank you for your household taking part in the NHBC survey, we will donate £50 to Cancer Research UK, helping them to beat Cancer Sooner. Since October 2016 we have donated over £19,000 thanks to your feedback!