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Story Homes Customer Aftercare

Taking care of you

At Story Homes, aftercare is something we take very seriously. Before you move in, you’ll be given a comprehensive ‘Home Information File’ that explains everything about your new home, including what’s covered by your new home warranty and what you can expect from the Story Homes 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.

Our reputation is firmly built on the quality of our exceptional homes and our high standards of customer service, and we want to make sure you get the most out of your new home.

Story Homes Aftercare Team Member Talking to Customer | Story Homes

Going the extra mile

As well as care and support from the sales team during your purchase, our Story Homes Aftercare team take care of you for two years after you have moved into your Story home. 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.

Story Homes Site Team | Story Homes

Sales Team

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

Story Homes Sales Team | Story Homes

Story Homes Aftercare Team

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

Story Homes Aftercare Team | Story Homes

New home warranty and insurance

Our homes come with the 10-year NHBC Buildmark policy which includes deposit protection from exchange of contracts, a two-year builder warranty from legal completion provided directly by Story Homes, and then eight years of structural defects insurance cover from NHBC. This gives our customers peace of mind when choosing a new build home. To find out general information about the policy, please visit For your plot specific details, including any exclusions and limits, please refer to your Buildmark policy documents which you will receive from your conveyancer.

What should you do if you’re experiencing issues with one of our new build homes?

Please use the form to describe your query and our dedicated Story Homes 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

Complaints policy

If you feel you have had a poor experience with us, we want to hear from you so that we can address your concerns. We take complaints very seriously and your feedback will help us to improve the service we provide to all our customers.

Read our complaints policy

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.