There are multiple ways to contact the customer care team when you need to report a defect or ask a question.
Portal
For residents of more recent Glenveagh developments who have been signed up for the portal, this is the best and most efficient way to raise a ticket.
If you have multiple tickets open with us, you’ll be able to access them all here. When you receive an update on a ticket, you’ll get a notification to the email account registered on the portal so you’ll know to log on to check on your ticket.
When you send a ticket through the portal, your address and contact information is already attached so you don’t need to include it.
The other way to contact customer care is to email us directly at:
When sending a ticket by email, please make sure to include your address and contact number.
Phone
We also have a customer care phone line: (01) 903 6375
If you’re unable to raise a ticket through the portal or via email, you can call and leave a voicemail and we will try to call you back as soon as we can. Sending in a ticket is always a better option, however, as it makes sure that your issue is logged on our system.
Response times
Our aim is to respond to all initial messages within three working days. We try to respond to urgent tickets as soon as possible. Further response times may vary depending on contractor response times, etc., but rest assured, we always try to get your issue resolved as quickly as possible.
The ticketing system
You can create a ticket via the portal or by email, as mentioned above.
Please include as much information as possible: what the defect is, when it occurs, and any other details which may be useful. Photos and videos are extremely helpful, so please also include these whenever possible.
We can only deal with one issue per ticket. If you have more than one defect, please send in a separate ticket for each issue.
When we request more information from you, if we don’t receive a reply within six days, your ticket automatically closes.
After you’ve created a ticket with us, there is no need to create a second ticket for the same issue. If you would like an update, please send a message on the original ticket. Creating multiple tickets for the same issue will not get your issue resolved any faster and can actually slow the process.
Glenveagh Weekend Emergency On-Call System
To help new homeowners who may encounter issues outside of regular office hours, we have set up a Weekend Emergency On-Call System (please see contact details below). This is designed to help you in the event of an emergency happening during the weekend.
This however is not a 24hour service – the phone number is answered from
4pm Friday until 8pm Friday night
8am to 8pm Saturday and Sunday.
Phone line and emails are monitored after these times.
To make sure that the system runs smoothly and for us to be able to provide assistance quickly, the service is strictly reserved for emergencies. Normal maintenance queries can be logged in the HomeBuyer Hub and you can login here.
What is considered an emergency?
The Weekend Emergency On-Call System at weekends covers the following emergency issues:
- No water supply in your home;
- No heating in your home;
- A substantial leak that cannot be contained after showers, baths, taps, washing machines or dishwashers are switched off.
- No power in your home
- Outside doors not locking
Troubleshooting
It may be that there are a few things you can look at before contacting the emergency on-call email address, that might resolve the issue:
- Water – press the reset button on the water tank. Check if valves are open. This may resolve the issue. If not, phone the on-call number.
- Heating – check that everything is switched on. Check that the thermostats are set to heat the home, that the flame icon appears and that the thermostatic radiator valves are set to 5.
- Leaks – if the leak is due to an issue with a sealant or happens when bath or shower is on, please turn it off and do not use that bath or shower for the rest of the weekend. You can log the issue as normal and it will be attended to on a weekday.
- Check out our video on Using the Heat and Water System in your new home.
How to Report an Emergency at the Weekend
- For any all emergencies please phone 087 438 1127.
- Follow up the call with an email to info@ahernheating.com and cc the email to customercare@glenveagh.ie.
- In the email put the following:
- Your full name;
- Your full address;
- Phone number;
- Date you received the keys;
- The issue you are having – provide video and pictures as this will help the team understand what the issue is;
- Let us know if you’ve had any private works completed in the home (including water softener & bidet hoses) as this will also help us identify any causes of the issue.
How We Handle Emergency Requests
All calls and emails will have trouble shooting before being passed on to the relevant contractors.
Relevant contractors are to attend within 24hrs. While Glenveagh thrive to provide this service, some external circumstances — like severe weather, issue complexity - may impact the response time. We appreciate your understanding and are always here to help.
Non-Emergencies & Customer Error
Please ensure that the issue you are reporting qualifies as an emergency. If the issue is found to be the result of customer error, a charge may apply for the emergency contractor call-out.
Non-emergencies which are logged as normal during the weekend will be attended to during weekday office hours.