Customer Service

During the COVID-19 pandemic, we are continually reviewing our processes to make sure that we are taking the correct steps to protect your health & safety. To find out more about our approach to supporting customers in respect of the latest Government guidance then please click here:

Completing remedial works

Where we are able to complete remedial works in customer’s homes, we have put in place comprehensive guidance for our Customer Care Technicians, Site Management Teams and Subcontractors. The following short video helps explain these guidelines and the steps we are taking to keep our customers and our teams safe.

As our Customer Care teams are working from home, our phone lines remain closed. To log a new issue or request an update, please contact your local New Home Customer Care team via the contact details below. We will endeavour to respond to you within four working days.

If your contact relates to an issue requiring emergency assistance (eg total loss of heating or hot water), please clearly explain this within the subject line.

Should you have an emergency situation outside of normal office hours (between 5pm and 9am weekdays or at the weekend), please telephone 0345 601 6084. This telephone line will not be operational during normal office hours.

Contact our Customer Service teams from 08:30-17:30 Mon-Fri:

Barratt West London
customerservices@barrattlondon.com
0208 326 7157

Barratt East London
eastlondoncustomercare@barrattlondon.com
0208 522 2800

Please click on the link below to find out how to make a general enquiry, a complaint or contact us if you have an emergency.

Call British Gas immediately on 0800 111 999 (24 hours). For further details go to britishgas.co.uk

Please take a look at some of our frequently asked questions.