Complaints:
Formal Procedure

We will acknowledge your complaint within 5 calendar days from the date your complaint is submitted to us.

We will always send a letter in response to any formal complaint, please let us know if you prefer another type of communication.

We will respond to your complaint within 10 calendar days after gathering information relevant to the issue. Our response will include our plan to resolve the issue and the anticipated timescale.

We will send a full complaint assessment to you within 30 calendar days from the date your complaint is submitted to us, confirming the steps that were taken, if the complaint has been resolved. If the resolution is still underway, the response will confirm what has caused the delay and the anticipated date for resolution.

Once the complaint has been resolved, we will send you a closure response to confirm the action that 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 the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved.

In the event you are not satisfied with our response to your complaint, you can refer your complaint to 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.