Customer Care



We are closely monitoring the development of the Coronavirus and the impact this could potentially have on our clients, staff, representatives and the general public.

Dere Street Homes want to reassure you that we are following the latest government guidance on a daily basis.

We are taking extra precautions to avoid unnecessary contact and will therefore be postponing all non-urgent customer care appointments, visits, inspections and maintenance repairs until further notice. Please bare with us over this difficult time as we will need to see how this delivers over the coming weeks. All non-urgent customer care items will be dealt with in due course.  Any new non-urgent customer care issues can still be reported via email.

Whilst these additional steps may cause some inconvenience, we hope you understand why we have taken them and agree that in this environment it is the responsible thing to do.

Our customer service teams remain on hand to support you with emergency issues only at this present time.

How to report an emergency

Dere Street Homes Customer Care Team can be contacted on 0191 373 6535 option 4 or via email during the hours of 8.30- 17:00.

Emergencies (out of our normal working hours) please use the After Build Scheme Out of Hours Facility, which covers Emergencies ONLY between the hours of 17:00 – 08.30. Weekends and all Bank Holidays are covered 24- hours. Telephone 0330 1242262.

There may be cases where we cannot deploy an emergency engineer although we hope these will be minimal.

Obviously, the safety of our employees, customers and contractors is paramount to us.

An emergency is: “A sudden and unforeseen incident immediately creating a risk to the health of the Occupant(s) and/ or damage to the property rendering in uninhabitable, insecure or dangerous.”

This definition will be applied to each call received.

Emergency criteria:

  • Electrical mains supply failure (other than when this is a utility company problem)
  • Blocked drain or leak to the foul drainage system
  • Totally unusable WC
  • Failure of fitting or lock to door or window
  • Total failure in the function of heating system or hot water system
  • Defective fire alarm

Your home is covered by Dere Street Homes and After Build Emergency Assistance Scheme for 2 years from legal completion.

I trust this update is of assistance and hope everyone keeps safe and in good health over the weeks ahead.

Thank you again for your support and understanding in this uncertain time and let’s support each other in the next few weeks.

Kind Regards

Dere Street Homes Customer Care Team