Urban Care

Urban Care is our post-handover programme. It's not a subscription and it's not conditional — every Urban owner has lifetime access to raise a snag ticket and get a response from a real engineer.

What Urban Care includes

• Snag and defect reporting via WhatsApp, email or phone.
• Root-cause diagnosis by an Urban engineer, not a call-centre triage.
• Warranty coverage as per the Warranty policy.
• Discounted access to Urban's panel contractors for out-of-warranty work.

Response times

• Safety-critical (structural, water ingress, electrical fault): same day.
• Standard defect: within three working days on-site.
• Cosmetic: scheduled at the next scheduled snag round.