Find your new Story Home

Customer Service

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

Taking care of you

Our reputation is firmly built on the quality of our 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 practical hands-on demonstration from your Site Manager. 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.


The process

After you have moved in, your Site Manager will contact you to arrange a seven day Site Manager courtesy call. At this courtesy call, any issues you may have identified with your home will be recorded, and the Site Manager will agree what action will be taken and arrange any appointments required directly with yourself.

Following the Site Manager courtesy call, you will meet twice more with the Site Manager so that we can be sure you are happy with how your home works. Your Sales Executive is on hand too, and may pop round or call you to see how things are going.

Our team pride themselves on providing a friendly, easily accessible, knowledgeable and efficient service, with the minimum of fuss. We react quickly to requests and queries, providing information and organising remedial works timely, and as efficiently as possible, using skilled tradesmen and our own Customer Service Technicians to provide a completely professional and extensive service.

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. The team can be contacted by phone, post, email and text, whichever is easiest and most convenient for you. However you choose to contact us, you are assured of a professional and efficient service at all times. If you have any concerns or suggestions regarding our Customer Service, please don’t hesitate to contact our offices.

Contact us

Our offices are open Monday to Thursday 8.00am – 5.00pm and Friday 8.00am – 3.00pm. You can contact us using the details below:

Cumbria and South West Scotland (Carlisle)

  • Telephone: 01228 404566
  • Email:
  • SMS (text only): 07781482974
  • Address: Story Homes Ltd, Story House, Lords Way, Kingmoor Business Park, Carlisle, Cumbria CA6 4SL

North East England (Newcastle)

  • Telephone: 0191 226 7278
  • Email:
  • SMS (text only): 07781482974
  • Address: Story Homes Ltd, Panther House, Asama Court, Newcastle Business Park, Newcastle Upon Tyne NE4 7YD

North West England (Chorley)

  • Telephone: 01257 443262
  • Email:
  • SMS (text only): 07781482974
  • Address: Story Homes Ltd, Kensington House, Ackhurst Business Park, Chorley PR7 1NY

Out of hours


In the unlikely event of an emergency, please contact our Customer Service team on 01228 404566. Emergency cover is provided 24 hours per day, seven days a week.

If you do have an emergency outside of our normal working hours, call us on 01228 404566 and choose option 1 to be diverted to our out of hours support team.