Making a Complaint
Home Owner Complaints Procedure
We want everyone of our customers to be delighted with their new home, but in the unlikely event that something does go wrong, we are here to listen and help.
1. How to let us know
In the first instance please contact us on [firstname.lastname@example.org]. If necessary, you may then need to submit your complaint in writing to the registered head office. We will then always acknowledge receipt of your complaint within three working days and if for any reason there is a delay in our response, we will contact you to tell you why.
2. What to expect
We will deal with your complaint swiftly and with sensitivity. At this stage we are investigating your complaint in detail and gathering any further information surrounding it.
3. Next Steps
We hope that we are able to resolve your complaint and we are usually to resolve most at this stage.
In the unlikely event a resolution cannot be sought, customers will be advised to seek external advice. Advice can be obtained from the Consumer Code or reported to your Ten Year Warranty provider who will conduct an independent resolution.