27/01/2025
Our 2025 Repair and Maintenance Promise!
Service timescales:
*One-hour loss of electricity, gas, or water - If you experience: Loss of electricity, loss of gas, loss of water, a major water leak or health and safety issues, we promise to visit your holiday home to assess the problem within 1 hour. If the loss of gas, water or electricity occurs to a section of the park rather than your individual holiday home, individual attendance may not be possible. We promise to repair any one-hour attendance issue within 24 hours that are within our control. Delivery of Gas bottles is not included, please refer to your owner team for timescales.
**Seven-day minor repairs. If parts are in stock, any minor repairs will be completed within seven days of confirming your quotation or estimate with your Maintenance and Services team (exclusions are shown below).
^Twenty-Eight-day services; non-stock parts; refurbishment if parts are not in stock, we will complete your repair within 28 days of approving your quotation or estimate with your Maintenance and Services team. The 28-day repair promise also includes: Gas and electrical safety tests.
^^Twelve-weeks service, manufacturers repairs. For exterior panel replacements or where parts must be ordered direct from the manufacturer, groundwork requests, balcony, veranda and disabled ramp requests, carpet, lino, upholstery, curtain, and blind replacements, or third-party.
Terms and conditions: Please review your service and repair charter terms and conditions for full details. Work undertaken as part of an insurance claim may take considerably longer as we await approvals – in such cases we will update you weekly on the progress of your claim. Work in relation to frost damage may take longer subject to demand and harshness of winter. Particularly on older model holiday homes, it is not always possible to match parts like for like. In such situations, we will always discuss this with you to agree a suitable alternative. The service promise applies to all new service and repair requests reported from 1st February 2025 that are not completed within the timescales above. For details regarding repairs whilst your holiday home is on let, please review Letting Service terms and conditions. This is not applicable to any repairs carried out under the sublet Repair Plan.
