Useful Contacts

Your customer relations team

Taylor Wimpey Central London
+44 (0)20 7355 8134
20 Air Street
London W1B 5AN
Email Us
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Opening hours: office hours are 08.30–17.00 Monday to Thursday and 08.30–16.00 Friday.

Out of hours emergencies

Nationwide Property Assistance (NPA)
+44 (0)345 609 1581

Opening hours: 17:00–08:30 Monday to Thursday, 16.00 onwards Friday, Weekends and Bank Holidays

You will be required to provide NPA with your full postal address. If NPA regard the item as a non-emergency, they will refer this back to working hours reports through TWCL.



Peterborough House,
1 Jubilee Walk, WC1X 0BF

+44 (0)799 911 8347


Routine Maintenance

As you would expect, there are many areas within your new property that will benefit from regular maintenance as noted in this section. You should regularly check for the following:

  • Leaks
  • Loose waste connections under sinks and appliances
  • Shrinkage and settlements to bath and shower sealants
  • Clean filters regularly in the mechanical ventilation systems and dishwasher
  • Clean sliding door tracks and window sills regularly to ensure smooth operation and allow adequate drainage

Extreme weather conditions

TWCL is not responsible for any damage caused to your property by extreme weather conditions, e.g., storms, high winds, freezing temperatures, etc. Any problems that arise should be covered by your own home insurance.

Windows, doors and glass balustrades


Aluminium and composite windows should be cleaned using warm soapy water, avoiding any harsh cleaning products.

Clean sliding door tracks and window sills regularly to ensure smooth operation and allow adequate drainage.


Window hinges and door mechanisms should be regularly lubricated to help keep them in good working condition.


Brushed steel ironmongery should be cleaned regularly with a dry cloth or duster, washed periodically with soapy water and dried with a clean cloth. Do not use abrasive materials or acid or chlorine-based cleaning products.


Should you require additional information on the specification of your flooring please view the Specification page.


To preserve the appearance of new carpet, it should be vacuumed regularly to remove dirt and grit, which can cause premature ageing. A doormat will also help to prevent dirt and grit being brought into your home. Small spot stains should be treated as soon as possible, blotting the area and not rubbing. For larger or more stubborn stains, consult a professional carpet cleaner.

If you should have to deal with any snags or pulls, never try to pull out the tufts. Gently snip them off with a pair of scissors.


The wooden flooring in your home is an engineered timber product and will expand and contract with changes in temperature and the amount of moisture present in the air.

To prevent damage from dirt and grit, wood flooring should be cleaned regularly using dry cleaning methods such as a vacuum cleaner or soft broom.

An entrance mat can aid the reduction of dirt and grit brought into the home.

When necessary, the floor can be cleaned using a moist cloth or mop and a mild household cleaner, although the amount of moisture used should be kept to a minimum.

Spillages should be cleaned off immediately, as any liquid allowed to soak into the joints will damage the flooring. The flooring can be further protected by using felt pads or castor cups under furniture and avoiding dragging heavy objects over the floor.

Apply a coating of maintenance oil when necessary, generally every 24 to 48 months, although high traffic areas such as hallways will need a more frequent application.

Please refer to the manufacturer’s cleaning instructions.


Porcelain and ceramic tiles are easily kept clean by sweeping and then mopping with warm water to which a neutral or nearly neutral detergent has been added. The cleaning solution should remain on the floor for 5 to 15 minutes to allow it to penetrate the dirt, after which it should be removed by rinsing thoroughly with clean water. Cream cleaners and abrasive agents should be avoided. Although the flooring tiles have been selected due to the anti-slip resistance, we do recommend taking additional precautions such as bath mats.


Units & doors

Your units should be cleaned with a mild household cleaner or soapy water. Apply with a soft cloth and dry thoroughly to prevent water marks. Take care not to allow too much water into the joints, as this will cause the units to warp. Abrasive cleaners and solvents should not be used, and we advise against the use of steam cleaners as this may cause water impregnation which makes the furniture components swell. Always test cleaning products first on an inconspicuous area.

Further information for the care and maintenance of your kitchen can be found in the manufactures Care & Operating Instructions manual.

Silestone® worktops 

Microban technology is exclusively incorporated into Silestone® and provides continuous antibacterial protection that cannot be removed or eliminated during the lifetime of the product. This helps to fight the growth of micro-organisms such as mould and harmful bacteria, e.g., E Coli, Salmonella, Listeria and Staphlococcus.

Silestone® is non-porous and therefore very resistant to stains. It is also highly resistant to heat and scratches, but the use of a chopping board and pan stands is still recommended, and rough pots, pans and utensils should not be dragged across the surface.

Silestone worktops come with a 25-year warranty. Please visit the website for further information


It is important to use the correct products when cleaning your sanitaryware to avoid any damage.

Baths, basins and shower trays should be cleaned regularly with an appropriate cleaning product and sponge. Limescale remover can be used, but always follow the manufacturer’s instructions. Avoid using cleaning products that might leave a residue in baths and shower trays, as they could make the surface slippery.

Wiping down shower screens and enclosures after each use helps prevent limescale. When required, use a diluted white vinegar solution or a specialised branded cleaner to prevent limescale build up. Showerheads should be de-scaled every month to remove any limescale, which can block spray holes.

Regularly check that the sealant around baths and showers is intact.

Should your apartment have a retractable integrated hose in the bathroom, when retracting the hose users should gently pull on the hose to enable the release for the hose to retract back into the integrated housing unit. Care should be taken to respect the limitation on the hose. Furthermore, care should be taken to avoid surplus water from filling the housing unit of the retractable hose.

The Hansgrohe high-quality bathroom products installed in your new home need to be maintained to counteract limescale. We recommend you avoid aggressive cleaning agents which can damage the products and reduce the performance of your mixers and showers.

To assist you with the maintenance of your Hansgrohe products, please follow this link to the manufacturer’s website which provides some useful tips and recommendations for cleaning and maintenance.