Homeownership FAQs

Report defects online at any time or talk to our New Home Defects team via live chat. The team are here Monday- Friday, 9am - 5pm.

In an emergency, call: 01733 385030. You can report emergency defects over the phone 24/7. 

A defect period is the time following the completion of a new build home when the developer is still responsible for addressing any issues which crop up.

In CKH homes this lasts for the first 12 months after the homes are handed over to us – not from the day you move in.

The date your defect period ends should have been included in your welcome pack.

You can report a new defect online at anytime during your defect period. Depending on the nature of the issue, the developer may wait until the end of your defect period before resolving the defect. 

CKH building insurance is provided by Protector Insurance and you will need to contact them directly in the event of an incident.

Their claims are administrated by Questgates.

Call Questgates on 0161 823 4810 or email protectorclaims@questgates.co.uk as soon as possible with full details of the loss or damage.

Learn more about our buildings insurance.

You can request a copy of your lease online using MyCKH or speak to our Homeownership team via Live Chat, Monday to Friday, 9am to 5pm. 

Many of our teams are available on live chat Monday to Friday, 9am to 4.45pm, and our Repairs team are available from 8am. 

Our Income Management team is available 8am to 5pm, Monday to Friday, with advisers available until 6pm on Mondays and Thursdays.

To talk to us, all you need to do is click on the blue 'chat live' tab on the left hand side of your screen. 

You'll only be able to see the option to chat live when our team is working, so during the evening and weekends you won't be able to start a conversation.

Take a look at our contact us page for other ways to get in touch.

If you're having trouble logging in to MyCKH, you should be shown an error message that tells you what the problem is. You  may have made a mistake when typing your details - so double check everything before you contact us. 

Remember, you need to register your account if you're trying to login for the first time. 

If you've registered, but can't remember your password, it's really simple to reset it yourself. Just click the 'forgot password' button and enter your email address. 

If you're still having issues either registering your account or logging in, send us an email with your name, address and a screenshot of the issue to customerfirst@crosskeyshomes.co.uk. 

It is a relatively simple process and we will guide you through step-by-step.

The first thing to do is get in touch with us. Call our Sales team on 01733 396406 or email us at sales@crosskeyshomes.co.uk. 

Then we'll put you in touch with an independent financial adviser who can work through the financial details with you.

Please make sure your rent and service charges are up to date before you get in touch. 

The price you pay for additional shares will be based on the current market value of your home, as determined by an independent RICS valuer.

It's important to consider the other costs involved too, there will be solicitors fees and you may have to increase your mortgage.

If you decide to talk to us about staircasing, the first thing we do is put you in touch with an independent financial adviser to make sure buying a bigger share is affordable for you.  

As a leaseholder you are welcome to sublet your home, just log in to MyCKH to tell us you're subletting and let us know what your new correspondence details will be.

As a shared owner you are not ordinarily allowed to sublet your home. In exceptional circumstances we may be able to grant permission to sublet for up to six months.