We have robust processes to ensure that your complaint is investigated locally, by our Regional team, who are best placed to deal with any issues relating to your home or development.
Our business comprises 5 regions, each headed by a Managing Director (MD) who reports to our Chief Operating Officer (COO), who in turn reports to our Chief Executive Officer (CEO).
Managing Directors have authority to deal with issues within their region, and as such we believe it is highly unlikely that you will feel the need to escalate an issue beyond the MD.
Nonetheless, our following procedure provides a full outline of the steps available.
If you don't wish to lodge a formal complaint and you simply want to report an issue, please CLICK HERE
In the first instance, please address your complaint in writing to the Head of Customer Service below, in the region you purchased your home.
Please ensure your complaint contains the following contact details (as well as details describing the nature of your complaint) to allow us to respond as quickly as practicable:
Our Regional Head of Customer Services will acknowledge all formal complaints within 24 hours of receipt and aim to respond fully within a further 10 working days.
We anticipate that all formal complaints can be addressed by our Regional Head of Customer Service. However, if you feel your own concerns have not been properly resolved to your reasonable satisfaction, you can refer your complaint in writing to the Regional MD.
All complaints MUST have been through Stage 1 of the complaints process before being escalated to the Regional Managing Director. Failure to do so will result in you being redirected to Stage 1 of the complaints process. The Regional MD will acknowledge all complaints following this process within 24 hours of receipt and aim to respond fully within a further 10 working days. Please select your development from the drop down list below and then click the ‘Send an Email’ button.
Please ensure your correspondence contains the contact information detailed in Stage 1, along with the details of why you are not satisfied with the way your complaint has been handled.
In the unlikely event that the Regional Managing Director is unable to resolve matters, then your complaint should be emailed to our Group Customer Experience Director
Or by post to:
Group Customer Experience Director
6 & 9 Tallys End
The Group Customer Experience Director will aim to acknowledge your complaint within 24 hours and respond fully within a further 15 working days.
All complaints MUST have been through Stage 2 of the complaints process before being escalated to the Group Customer Experience Director. Failure to do so will result in you being redirected to Stage 2 of the complaints process.
If you feel that you disagree with the decision of the Group Customer Experience Director, you may wish to escalate your complaint further to our Group COO
Provided all previous steps in this process have been taken, your case will be reviewed by the Group COO within a reasonable timeframe (no longer than 15 working days) to ensure that the correct process has been followed and that the previous decisions made by the business are, in his view, fair and reasonable. The final escalation point is to our CEO
The CEO's review will be subject to the same proviso as the COO stage and will seek to adopt a similar timeframe and assessment standard. All complaints MUST have been through Stage 4 of the complaints process before being escalated to the CEO. Failure to do so will result in you being redirected to Stage 3 of the complaints process. All new complaints will follow this process.
All prior stages must be followed before any escalation of the complaint to the next stage will be accepted. This process is designed to resolve the complaint for you as quickly as practicable, as deviation from the process will inevitably result in the complaint taking longer to resolve.
We regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our Customers.
Whilst we are confident that following the above process will resolve your complaint, in some instances you may still not be satisfied with the outcome.
If your complaint is relating to the quality of your home or any aspect of its build, you can contact the NHBC, who provide the 10 year Build Mark Warranty on your home and may investigate your complaint under the terms of your Home Warranty Policy.
For contact details for the NHBC – CLICK HERE. For those developments not under warranty by the NHBC, please contact your regional Customer Service Team who will be happy to provide you with details of your developments warranty provider.
Alternatively, you may wish to refer your case to the Independent Dispute Resolution Scheme www.consumercode.co.uk
Your legal rights are not affected by this process.