Support From Day One
Support From Day One
How We Look After You
Our Customer Care team exists to ensure you feel confident and well-supported long after you move in.
From managing and resolving any construction issues within your warranty period to offering friendly guidance and advice, we aim to deliver a service that matches the high-quality homes we build.
Before Completion
During the lead up to completion, in addition to the construction and building control inspection of your new home, your Customer Care Manager will undertake an inspection of your property to ensure our high levels of quality and finish are achieved before serving legal notice to complete.
Prior to completion, you’ll be invited to attend a Home Demonstration where your Customer Care Manager will guide you through the workings and maintenance of your new home. During this visit, they’ll explain the fixtures and fittings, domestic systems and appliances. You’ll also receive a link to your property’s dedicated page on the Guided Homes website, created by our Customer Care team. Here you’ll find a comprehensive Home Owner’s Manual, including operating guides, guarantees and certificates, as well as useful local information, key contact details and advice on maintaining your new home.
Introducing the Customer Portal
To make life easier, we’ve partnered with Guided Home to bring you a Customer Portal app.
It’s a central hub for all the key information about your home, from appliance manuals to warranty details, all accessible in one simple tool.
After Completion
For the duration of your City & Country warranty, any issues you are concerned by will be overseen by our Customer Care team.
Your Customer Care Manager will review the items you have reported and work closely with our Subcontractors and dedicated Customer Care Coordinator to ensure their swift resolution.
City & Country has a lasting commitment to our customers, and we aim to ensure that each home is a pleasure to live in. We genuinely understand that satisfied homeowners are the key to a successful future.
Every home comes with a 2-year City & Country warranty and a 10-year structural warranty provided by ICW or Qassure, giving you peace of mind. You can read the full details here:
THE Q ASSURE POLICY
THE ICW POLICY
Small Things, Big Difference
Details that enhance your experience
It’s often the little details that make a big impact. From carefully planned handover packs to guidance on seasonal maintenance, we think ahead so you can enjoy your home without worry. Every fixture, fitting and finish has been chosen to look beautiful and perform brilliantly for years to come.
Voice of our Homeowners
“From the moment we moved in, the team at City & Country have been there for us. Any questions were answered quickly, and they made us feel like nothing was too much trouble.”
Bob & Sally, City & Country Homeowners
“It was 100% worth it. After experiencing all four seasons we have fallen in love with the external charm and historical design, and the modernity and functionality of the interior. Finally, a big thanks to the excellent back up support in customer service from Georgie, Tony and Flo. Despite my snagging requests they repaired things very quickly and always friendly.”
Simon, City & Country Homeowner
The Customer Care team are very helpful and proactive. I’m pleased to have the assurance that they will help to resolve any problems and answer questions. Georgie is very friendly and helpful and tries her best to resolve problems. Russell is thorough, courteous and willing to answer any questions I have about the apartment and site.
Kate, City & Country Homeowner
Here for you, every step of the way
We see our relationship with you as a long-term partnership. Your home is more than a building – it’s part of a community we’re proud to maintain and support.
- MEET THE TEAM -
Contact our Customer Care Team
Complaints
Our experienced team strive to offer professional, efficient, and helpful customer service and is committed to ensuring your journey with us is a happy one. We seek to maintain a high standard of Customer Service in line with our Corporate Objectives. We regularly benchmark our services against those of our competitors and strive to continually improve our customer service, enabling us to be recognised for achieving high standards. However, there are instances where we do not meet our usual standards. If this happens, we apologise and pledge to work constructively with you to resolve the issues to your reasonable satisfaction in a timely and efficient manner.
For full details on how to raise a complaint and how we will handle it, please view our Complaints Procedure, which sets out each stage of the process and the timescales involved.
Customer Complaints Procedure
MANAGING AGENT COMPLAINTS
If you wish to make a complaint regarding the managing agent or any services provided by the managing agent, it will be dealt with by the Land & Property Team. Before raising a complaint through City & Country, please ensure that you have escalated the complaint directly with the managing agent and exhausted their full complaints procedure. If you are dissatisfied with the outcome, complaints should be made in writing, either by letter or by email to
customercare@cityandcountry.co.uk
and marked for the attention of the Property Manager. It is important for the complaint to be made in writing so that it can be fully understood and for it to be dealt with as promptly and efficiently as possible.
The Property Manager will respond to all written complaints within seven days of it being received.
Customer Care
Award-Winning Support, From Day One
When you choose City & Country, you’re not just buying a home - you’re welcomed into a community supported by a dedicated Sales and Customer Care team at every stage.
We’re proud to have received the 2025 In-House Gold Award for Customer Satisfaction, with a 95.5% recommendation rate from our homeowners.
We also uphold the highest standards of service through membership of the consumer code, which you can read in full below:
CONSUMER CODE FOR NEW HOMES