Information for Homeowners over the Festive Season 25/26

Our office is closed from 23rd December to 4th January for the festive holidays and will re-open on 5th January 2026. 

In the unlikely event of an emergency customer care matter arising in your property during the closure period, you will find that we have emailed you the contact details for our on-call and out of hours contractors.

Please note this information applies to homeowners within their 2 year defect liability period only and is intended for emergency situations only, a charge may apply to call-outs for non-urgent matters. All other non-emergency or routine matters should be reported by email to customercareeast@cruden.co.uk, and will be attended to when the office re-opens on the 5th January 2026. 

What Counts as an Emergency?

Emergencies are situations where immediate action is needed to prevent danger or significant damage, such as:

  • Loss of heat, power, or water (not caused by your supplier or frozen pipes)
  • A water leak that cannot be contained and is causing damage or affecting an electrical fitting
  • Blocked drains leading to internal or external flooding within your property boundary
  • Faulty locks or broken external doors/windows that affect security (not due to damage)
  • A toilet that’s blocked or not flushing, where it’s the only toilet in the home

If you request a callout for a non-emergency issue or for a home outside the two-year warranty period, the cost of the visit may be charged to the homeowner.

Weather & Other Matters

  • Weather-related issues such as frozen pipes, snow-damaged gutters, or loose roof tiles are the homeowner’s responsibility.
  • Tenants should contact their landlord, letting agent, or housing association directly.
  • Issues with shared or communal areas should be reported to your factor.
  • For appliances with a manufacturer’s warranty (such as boilers or kitchen appliances), please contact the manufacturer directly.

Wishing you and your family a joyful festive season and a very Happy New Year!

Thank you for being part of the Cruden Homes community — we look forward to continuing to support you in 2026.