Premier Guarantee Avis 

Ignore emails, do not return calls, and give incredibly inconsistent answers. claims department are good. But to get through to them, you need to navigate the impossible and dismissive DRS team. Try and go for NHBC, Premier do all they can to avoid paying out and usually side with the builders

Bad beyond any stretch of imagination; when you buy a new building property you are reassured by your solicitor that your home is protected should anything go wrong. The naive understanding that your home is protected for ten years "insured"; your mortgage company requesting confirmation of insurance as part risk evaluation. When in reality, what is protected is certain elements of structural design which are contained within the technical manual. A manual that is not provided to you as part of the sale. It should be with a full explanation of what is covered. In the first two years, if the developer fails to fix issues, the warranty company will assist however, only through dispute resolution, unless you fight for them to take notice. In my example, I logged my issues with the company in last November, after having multiple gas leaks and the emergency company stating that the installation should never have been signed off. I called to ask how building control was signed off/no certificate? They denied doing the Building control. In what only after spending weeks calling/emailing the council for proof they didnt do it and confirming back to PG that they admitted to doing the building control and finally logged my issues; In January, they registered a request for a Chartered Surveyor to come out and look at my issues, which there were many in addition to the fire safety concern; an installation which was condemned in this property and all of the other units on the site. What was most worrying is that it was signed off by their building control arm despite not being certificated. The same for the other safety issues which form part of Building regs. I am waiting a further visit to review other issues that were not reviewed at the time. In summary, almost a year of ownership and I am still living out of boxes; with the developer not having fixed HSE issues and structural challenges. The experience with PG has been horrendous, I have had to keep extensive records, chase them on a weekly basis for an update, I have kept them updated with communication exchange with the developer and updates on when they have visited/what has been fixed from the CS list, never receiving an acknowledgement, I have to call to obtain that and ask for email confirmation. For months, I have asked them to step in and to move from dispute resolution to insurance complain. Their response we have to give the developer time. I did ask for SLA's I was informed that they had them but were not allowed to communicate them. In order to deal with this company I have had to read the technical manual and building regs, and each time they pushed back on an issue, I referred them to a certain section of their manual. In my experience, this service appears to be protecting what was signed off at the building control stage and not focused on you as a customer and helping you to get matters resolved. Their is no accountability/responsibility/no customer management, communication is poor. Building Control, not accepting they should not have signed off the property with safety issues/items covered by building regs is shameful. I have had floods, gas leaks, manage safety concerns, flooding. The net results months of stress and frustration almost begging for assistance. I cannot get my head around how this company can sign off building control and insure it to. In this instance when something goes wrong noone can help. There does seem to be a consumer council, a service that the citizens advice informed me off that should have been explained to me at the point of purchase. I have to pay for that; upon research they are paid for partly by this company which again seems to be a waste of time. I am stressed beyond belief and need help to fix all of the issues and make this a home. Aside from defects, I have lots of snagging issues.

A new home, 1 year old, provided with a Premier Guarantee. However, the developer, Bewley, is refusing to fix a burst pipe in the garden, and despite my home manual saying that Premier Guarantee will provide dispute resolution in this instance, they informed me that the service does not cover anything related to the garden. Therefore although you are sold a garden as part of the house, there is no way to get defects fixed or to resolve disputes!

I.e. not the worth the paper it's printed on. Avoid, and go for a house that's covered by NHBC and built by a better developer than Bewley!