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Customer aftercare

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 Customer Aftercare 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

At 7 and 21 days after legal completion your Site Manager will carry out a courtesy call and help resolve any issues or answer any questions.

Sales Team

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

Customer Aftercare Team

Our skilled Customer Aftercare Technicians and tradespeople react to your queries as timely, and as efficiently as possible.

Our Customer Aftercare Team

Our Customer Aftercare team provide dedicated and responsive aftercare for two years after buying your Story Home, in addition to your 10-year build warranty.
Your Home Information File (HIF)* contains lots of useful information about your home, you can view a copy online here. You might be able to find the answer to your question in the HIF, which details what issues are covered by your new home warranty, and those which are the responsibility of the homeowner. You can also find more information directly with your warranty provider.

If you have a question about something in your home, the answer you require may be included in our home demonstration video, which includes information about general home maintenance and how to function things such as the appliances and heating in your home. You can watch it here.

* Please note whilst customers are able to access the most recent HIF online for reference purposes, the version provided at reservation will remain applicable to the purchase of your Story home.

Further assistance?

If you still required assistance, however, please use the form below to describe your query and one of our dedicated Customer Aftercare Team will be in touch.
Where your query relates to an issue in your home, please include as much detail as possible to enable us to deal with you query swiftly including location, specific product, when the issue began, and any resulting damage caused. Please attach photos where appropriate/possible.

Contact us

Our Customer Aftercare 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.

Please note that some calls may be recorded for training purposes. Please ensure you include your full name, development and plot number.

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.



Story House, Lords Way
Kingmoor Business Park

North East


Riverview Business Centre
Amethyst Road
Newcastle Business Park
Newcastle upon Tyne

North West


Story Homes Ltd Parkway House
Chorley Business & Technology Park
Euxton Lane

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.