HERE FOR YOU

Customer care

Supporting you before, during, and after you move in.

Buying a new home is one of life's most significant milestones. At Rivium, we believe exceptional customer service should continue long after completion. Our Customer Care team is here to support you throughout your homeownership journey, providing responsive assistance, practical guidance, and dedicated aftercare whenever you need it.

BEYOND HANDOVER

A Commitment Beyond Completion

Receiving the keys to your new Rivium home is just the beginning of your journey. We are committed to providing a professional and supportive aftercare service, ensuring your transition into your new home is as smooth and enjoyable as possible. Whether you have a question about your home, require guidance on maintenance, or need to report an issue, our team is here to help.

OUR SERVICE STANDARD

What You Can Expect

Dedicated Support

Our Customer Care specialists are your primary point of contact for any questions or assistance you may require after moving into your new home.

Quality Assurance

We work closely with our site teams and contractors to ensure that any necessary remedial work is completed to our exacting standards of quality.

Responsive Communication

We aim to respond to all enquiries promptly, ensuring you are kept informed of any progress and that resolutions are reached as efficiently as possible.

Ongoing Guidance

From maintenance tips to advice on property features, we provide the guidance you need to keep your home in optimal condition for years to come.

Need Our Assistance?

If you need to contact our Client Care team, please provide:

Your full name

Property address

Contact details

A description of your enquiry

Supporting photographs (where applicable)

Providing as much information as possible helps us respond more efficiently.

TRUSTED

10 Year Warranty

Warranty Information

Your Rivium home is protected by a comprehensive 10-year structural warranty, provided by a leading insurance provider. This standard industry guarantee provides you with peace of mind and long-term security. In addition to this, for the first two years following completion, Rivium provides a dedicated builder's warranty, covering defects in workmanship and materials. This dual-layered approach ensures that your home meets the highest standards of quality and and that you remain supported during your critical initial years of homeownership.

Frequently Asked Questions

How long does the aftercare service last?

Our dedicated Customer Care team provides support for the first two years following completion, alongside the additional structural warranties provided at handover.

Who do I contact if I have an issue after moving in?

For any enquiries or issues, please contact our Customer Care team directly. You will find their contact details in your Homeowner Handbook.

What is considered an emergency repair?

Emergency repairs are issues that pose an immediate risk to health and safety or security, such as a complete loss of power, water, or a major leak.

How quickly will my issue be resolved?

We aim to respond to all non-emergency enquiries within two working days and will provide an estimated timeframe for any necessary works.