Customer Care

Our Team

High levels of after sales care are in place to ensure that you continue to have peace of mind long after moving in.

Our team will keep in contact with you to check that you are happy with your new home and assist you with any issues that you may have.

Should you need to bring any matters to our attention at any other time over your initial two year warranty period, please contact Customer Services using the details below and we will arrange for them to be dealt with quickly and efficiently.

Once items are reported to us, your Customer Services Coordinator will arrange for any necessary works to be attended to during normal office hours, making an appointment for a member of the Customer Service Team to review and assess them first if required.

During the two year warranty period, St William will address any legitimate defects that fall within your warranty obligations.

Routine maintenance, normal wear and tear, or damage caused by use or neglect are not covered under the St William or NHBC warranties. These matters should be addressed through your own maintenance arrangements or via the Managing Agent where they relate to communal systems or shared areas.

Our objective is to provide an efficient, professional, and transparent service throughout your warranty period, keeping you informed.

Emergency Assistance

To bring you added peace of mind during this initial two year warranty period, we have appointed Adiuvo to deal with any situations that require immediate attention when our offices are closed:

• Between 5.00pm and 9.00am from Monday to Friday
• For 24 hours over weekends and bank holidays

To contact Adiuvo:

When to contact Adiuvo

Below is a list of examples of situations that would require urgent attention:

• Total loss of electrical power except where caused by a local or area wide power outage (ukpowernetworks.co.uk)
• No hot water or heating during November to April, once you have first checked with Metropolitan UK that it is not an issue they are responsible for
• Water leak that cannot be contained or is damaging your home or adjoining apartments
• Loss of water supply (check with concierge that it is not a development issue)
• Blocked drain or toilet within your apartment (not resulting from misuse such as wipes, fats or other inappropriate materials)
• Toilet not working (if you only have one in your home)
• Faulty lock meaning you are unable to make your home secure

When to Contact the Managing Agent or Others

The following are not demised emergencies and must be reported to the Managing Agent or the relevant service provider in the first instance:

• Loss of water supply to the whole building or riser (communal system) - contact the Managing Agent
• Heating or hot-water faults relating to the primary energy network - contact Metropolitan-UK on +44 (0)2920 100 346
• Roof leaks, or any water ingress affecting communal areas - contact the Managing Agent
• Blocked main stacks, external flooding, or drainage issues beyond your apartment
• Damaged external walls, fencing, or structures, which are maintained by the Managing Agent

Please be aware that if Adiuvo responds to your call and it is later found not to be an emergency, outside the apartment demise, or the result of misuse, the cost of the call-out may be recharged to the resident.

Communal Facilities

Your Managing Agent, James Andrew Residential (JAR), is responsible for the communal areas of Regent’s View. These are managed on a day-to-day basis by the Concierge. Should you have any queries relating to the shared facilities and common areas, James Andrew Residential (JAR) can be contacted using the details below.

From mid-February 2026, the Concierge will be relocated on the ground floor of Westwood Building, until the permanent location is available in the Cutler Building. The Concierge will be available 24 hours a day, 7 days a week.

If there is an emergency in the common parts during office hours, please contact the Concierge on the number above. If the emergency is outside of the hours above, and there is an emergency in the common parts between 5.30pm and 9.00am, or at the weekend or on a bank holiday, please call James Andrew Residential (JAR) on +44 (0)20 7509 1970.

Prior to this date, the concierge will be located in the ground floor lobby of the Wright Building.

Your Warranty

In addition to St William care and support during the first two years following legal completion, your NHBC warranty also provides you with protection against the unlikely event of major structural defects during years three to ten.

Your solicitor will send your warranty policy details to you shortly after moving in. You will find more policy information in the NHBC “Guide to your new home” booklet enclosed within your accompanying box file.

Should you have any cause to consider contacting NHBC at any time over the life of your warranty, we would welcome contact from you first using our normal Customer Service contact details to allow us to help and advise you.

Meeting Your Expectations

We make every effort to ensure that the service we provide to you is the best it can be. Therefore, if you have any issues with our service, please inform us. If you are not happy you can refer the matter to the Consumer Code independent Dispute Resolution Scheme, where an independent arbitrator could be asked to consider the complaint and provide a ruling as to what action is required. Your legal rights are not affected by this process.

Resolution Services

We make every effort to ensure that the service we provide to you is the best it can be. If you feel that we have not delivered this to the standards you expect, or if we have made a mistake, we want you to tell us. We will investigate the situation and will do our best to rectify matters as quickly and as appropriately as possible.

With the Customer Care arrangements we have in place for all of our purchasers, we would hope that you won’t need to make a complaint to us, but if you do then Stage 1 of our complaints resolution procedure should successfully resolve the majority of issues.

Stage 1 - Customer Services

If you have any issues with our service, or wish to tell us about a problem with your home which we are not aware of, please inform our Customer Service Team using the contact information in the Quick Reference section of this Living Guide. As per our commitment to support you within the first two years of living in your new home, our Customer Services Coordinators will work hard to resolve them promptly.

Should you be unhappy with the service you receive, you can request to speak to your Customer Services Manager, who may in turn refer to their Customer Service Director to agree a suitable resolution. We strive to resolve any issues as quickly and effectively as possible, but if after this process the matter has not been dealt with to your satisfaction, Stage 2 of our resolution service allows you to take your complaint higher within our company.

Stage 2 - Escalation

If you believe our Customer Services Team have failed to resolve your problem, or you believe our service or workmanship has been poor, or you feel that you have been treated unfairly or discourteously, then we would ask that you escalate the matter to our senior management team to give us the opportunity to rectify the situation.

Our Customer Service Director has an overall responsibility for our standards of service, to ensure that the experience enjoyed by all of our home buyers is a positive one. Part of that responsibility is to be your direct point of contact should you wish to escalate your initial complaint.

As part of our Resolution Service, we undertake to:

• Deal with your complaint fairly, confidentially and effectively
• Respond to your complaint within five working days, providing a likely timescale for resolution
• Keep you updated on progress through to resolution

All complaints received at this stage of our resolution process are brought to the attention of our Managing Director, who has the support of our Departmental Directors to ensure that your complaint can be satisfactorily resolved.

Contact details for our Customer Service Director can be easily obtained from our Customer Services Team, or by calling us directly on +44 (0)20 7501 2816.

Stage 3 - Formal Complaint

In the unlikely event that we have been unable to resolve matters in Stage 1 and 2, you should address a formal written complaint to our Company Chairman at:

St James/St William - Berkeley House, 15b St George Wharf, London, SW8 2LE

Independent Resolution

Please note that you should always raise your initial complaint to us using Stage 1 of our resolution service in the first instance, so that it can be appropriately dealt with using this staged procedure for resolution.

If an issue cannot be settled amicably between us you can refer the matter to your warranty provider through their own resolution scheme, to investigate and deal with your complaint.

If the complaint falls outside the warranty provider’s terms of policy, you will be offered the opportunity to refer your complaint to the Consumer Code’s independent Disputes Resolution Scheme, where an independent arbitrator could be asked to consider the complaint and provide a ruling as to what action is required.

Your legal rights are not affected by this process. For full details of the code, visit www.consumercodeforhomebuilders.co.uk.