Complaints Procedure

How to contact us

If you have a complaint, then please let us know by contacting our Customer Care team based at Head Office in Westley.

They can be contacted in writing at, using the contact form below, or via telephone on 01284 653110.

If a complaint is made it will be dealt with by a member of the Customer Care team who will follow a standard procedure as outlined below.

During office hours (8.30am – 5.30pm Monday – Thursday and 8.30am- 4.30pm Friday) a member of our team will confirm receipt of your complaint with a view to responding within 5 working days.

What we will do

  1. Acknowledge receipt of your complaint
  2. Gather any further information regarding the complaint
  3. Resolve the complaint as soon as possible

Stage 1

Your complaint will be acknowledged by a Customer Care Coordinator as the first stage of your complaint. We aim to respond within 5 working days with a view to resolving the complaint within 10 working days.

Stage 2

The complaint will be escalated to the Head of Customer Care in an attempt to reach resolution within 20 working days.

Stage 3

We will always do our best to deal with complaints in a fair and reasonable manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to your warranty provider or the consumer code. Should an agreeable solution still not be achieved, you will be advised to do one of the following in order to conduct an independent review of how your complaint has been handled: –

  1. Refer to the NHBC for resolution
  2. Refer the New Homes Ombudsman / consumer code from 56 days after raising the complaint.
  3. Seek legal advice

Please note that this complaints procedure does not cover everyday matters such as reporting or chasing repairs, accounts queries or other residents and parking matters.

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