Emergency and out of hours support

Your new home has been built to the highest standards and we will remedy any defect or damage to your home caused by faulty workmanship or materials within the defect liability period. This extends for two years from the settlement date.

We do encourage customers to carefully ‘run-in’ a new property to minimise any potential problems. Please refer to information provided at handover.

For your peace of mind, we offer rapid support should you experience an emergency situation in your property within the defect liability period. 

An emergency situation is classed as follows:

Emergency Situations

  • Loss of heat, power or water not caused by the supplier
  • Water leaks that can’t be contained and are causing damage, especially ones penetrating an electrical fitting
  • Blocked foul water drains causing flooding and an internal or external overflow
  • Windows and external doors where a faulty lock or jamming has caused a total loss of security
  • Toilet not flushing or blocked in properties which contain only one toilet.

We endeavour to respond to these items as quickly as possible and always within 24 hours.

Reporting a Problem

If you need to report an emergency situation please contact us during office hours (our customer care department is open from Monday to Thursday between 8am and 4pm, and on Fridays from 8am to 3.45pm) as follows:

Cruden Homes East of Scotland
T: 0131 285 6600
E: customercareeast@crudenhomes.co.uk 

Cruden Homes West of Scotland
T: 0131 285 6600 
E: customercarewest@crudenhomes.co.uk

For situations arising outwith normal office hours, please refer in the first instance to your homeowner manual for emergency contact numbers relevant to your home/development.

In the unlikely event that you do not receive a quick response from our development contractors, please call our 24-hour multi-trade contractor, R3, who will arrange to send the relevant tradesperson to deal with the emergency situation in your home.

R3 COMMERCIAL 03000 999 247 - 24 hrs (only applicable to Cruden Homes East of Scotland properties).

We kindly ask you to note that:

  • A charge may apply to call-outs for non-emergency matters. Any routine matters should be reported by email as noted below.
  • Weather/storm related matters such as frozen or burst pipes, failed guttering, loose, broken or fallen tiles etc, are not covered under warranty and should be reported to your insurer.
  • Any situations relating to common or shared facilities should be reported directly to your factor.
  • Any items covered by a covered by manufacturer’s guarantee, such as boilers, kitchen appliances etc, should be referred to the manufacturer in the first instance.

To report any non-emergency matters, please email our customer care team:

Cruden Homes East of Scotland


Cruden Homes West of Scotland


These items will be attended to at a mutually agreed time and may be prioritised in terms of urgency. Please note reasonable access must be provided within normal working hours to allow our contractors to attend to reported non-urgent matters.

We encourage customers to note the following areas are not covered by Cruden:

  • Problems with (or arising from) workmanship/materials/appliances which were brought to the property by the owners or occupiers, or which have subsequently been added to the property
  • Situations caused by storm damage or by accidental damage, negligence, abuse or poor maintenance of the property
  • Any cosmetic defects to decoration, tiling, ceilings, kitchen units, worktops, sinks, sanitaryware, glass or other items which weren’t reported on the welcome meeting form or customer settlement inspection form
  • Any problems caused by natural shrinkage or condensation (there’s more information about this in the Introduction to your new Cruden home leaflet)
  • We will not remedy items arising from differences in natural materials, such as shading in bricks, roughcast, slabs, etc
  • We will not repair or replace items covered under manufacturer warranties, which includes boilers, kitchen appliances or showers. Purchasers are responsible for completing any guarantee documentation provided, and they should refer to the terms of the warranty documents to identify the period of cover (usually one year) and the servicing obligations. Any problems encountered with these items should be addressed to the manufacturer in first instance, under the terms of their warranty
  • We will not remedy infestations of any kind unless these were clearly present at the time of completion, or if they arise as a direct result of defects in workmanship
  • Grass or turf laid by us is the responsibility of the new owner. Grass and planting should be watered in dry and warm weather, ideally out of direct sunshine
  • We will not replace or repair external finishes subject to staining, including oil stains on driveways or cracked slabs caused by heavy vehicles resting on them
  • We will not remedy items arising from the lifestyle of those living in the home, which might include condensation from wet clothes or nicotine stains on ceilings
  • We will not adjust clearances under doors unless they’re outwith guidance levels, and we won’t adjust clearances after clients have fitted their own flooring
  • We do not warrant that provided shower screens are 100 per cent waterproof. These mechanisms serve as water deflectors, and we will not be liable for water ingress or egress unless it is the result of a defect
  • We are not responsible for vandalism or damage caused beyond the date of settlement, which should be covered by the homeowner’s insurance
  • We are not responsible for works carried out (or for damage caused) by any sub-contractors or warranty providers directly instructed or employed by the homeowner
  • If we are required to undertake work that doesn’t qualify as a defect within our customer care guidance criteria, a fee may be levied. Please note this also applies to any out of hours contractors requested to attend by the client, for an item that’s not a defect
  • We will not be liable for the cost of any damage to floor coverings which require to be lifted and re-laid in order to effect any remedial works unless we have provided and installed such coverings.

Thank you.