Complaints procedure
We appreciate sometimes things can go wrong and we take complaints seriously. If you have a complaint, we ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.
Service requests
Although we hope there will be no issues after you have moved into your new home, our commitment continues after your purchase has been completed. If you want to tell us about a concern with your home of which we are not yet aware, please contact your local Customer Care team.
If you are able to resolve the issue with our Customer Care team and are happy with the outcome, then you need not use our formal complaints process. If, however, you are not satisfied that the issue has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints process set out below.
Formal complaints process
If you have a complaint that we have:
Failed to carry out something we should have, or Carried it out badly, or
Treated you unfairly or discourteously, or
Not resolved or suitably progressed an issue or service request in a timely manner (where possible, within 30 calendar days).
Then please do raise it with us and allow us the opportunity to put it right.
Our team will ensure that your complaint is investigated.
Please raise your complaint with Customer Care by emailing [email protected]
Customers/ tenants living in affordable, shared ownership or Private Rental Scheme homes should please direct formal complaints to their registered provider, shared ownership or private rental provider in the first instance.
Updating you on the progress of your complaint
We aim to resolve complaints with minimum delay and will provide you with updates at the following set points:
- The start date for your complaint will be the first business day after it has been received.
- Within 5 working days of the complaint start date we will write to acknowledge your complaint.
- Within 14 calendar days of the acknowledgement we will write to provide our decision or outline how we will investigate your concerns.
Our Customer Care team regularly review all formal complaints so we may amend our processes where necessary to continue to improve the service we deliver to all our customers.
If you are unhappy with how we have dealt with your complaint
If you are unhappy with how we have dealt with your complaint, you may be able to refer it for independent review.
Referrals will only be made after 56 calendar days have passed since first raising it with us and no later than 12 months after our final response.
When buying a home from us, you are covered by the Consumer Code for Home Builders:
Consumer Code For Home Builders logo
Under the Consumer Code for Home Builders (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty Provider in the first instance, eg NHBC or ICW.
