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Customer Complaints

We appreciate that sometimes things can go wrong and so we take complaints very seriously. We are a Registered Developer with the NHBC and the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code.

If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Reporting an issue:

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.

If you have a complaint that we have:

Failed to do something we should have done.
Done something badly.
Treated you unfairly or discourteously.

Then please do contact us and allow us the opportunity to put it right.

Informal complaints:

If you are able to resolve any issue informally with our team and are happy with the outcome, then you need not use our formal complaints procedures. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.

The formal complaint process is made up of 2 stages

You’ll find detailed information about each stage below.

The Complaints Process

STAGE 1: Submitting a Complaint

First, submit a formal complaint by completing the online form below. All formal complaints are recorded by our Customer Service department.

We will acknowledge the complaint within 5 working days of the complaint initiation date. The complaint initiation date (CID) is the first working day after the complaint is received. For example if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).

STAGE 2: Complaint Investigation and Pathway to Resoution

We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.

Within 30 days from the complaint initiation date, we will provide you a full assessment and response

If the complaint has been resolved, this will confirm what steps were taken.

In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.

Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.

In the very unlikely event that the complaint remains unresolved after 56 days of the complaint initiation date, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.

We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, or the New Homes Ombudsman Service.

The Ombudsman will decide whether they accept a complaint, in accordance with their scheme rules. The Ombudsman can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider, if relevant.