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Customer Complaints

A helpful guide to the complaints process

Our customers are important to us

We put the same high standards of care into looking after our customers as we do into building our homes. However, we do 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 5 stages

You’ll find detailed information about each stage below.

The Complaints Process

STAGE 1: Creation and Receipt of Complaint

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

STAGE 2: Registration and Acknowledgement

When we receive a complaint, our Customer Service Team will: record your details, forward your complaint to the appropriate Coordinator/Manager and respond with an acknowledgement within 5 Calander days of the complaint initiation date.

STAGE 3: 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.

STAGE 4: Formal Response to Client

We will send a full complaint assessment response by no later than 30 calendar days. 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 calendar 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 30 days until the matter is resolved.

STAGE 5: If You Do Not Agree With The Findings

We hope that an amicable solution would be achieved by Stage 4 of our process.

But, if you feel that your complaint has not been satisfactorily addressed, please contact our Customer Care department within 7 days of receipt of our findings.

At this stage, the complaint will be re-opened and the details sent to the relevant Director, who will review the investigation and documentation.

After completion of a second investigation, you will receive a formal response in writing from the Director with details of their findings and intentions within 21 working days.

The Director’s response will be final. At this stage, the internal process will have been exhausted.

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 NHBC, or the New Homes Ombudsman Service.

It is within the New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service 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 NHBC if relevant.

Customer Complaints

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