Your feedback really matters to us. Whether it’s sharing a positive experience or letting us know where we can improve. Hearing from you helps us celebrate what’s going well and learn from any issues that arise.
To make sure your concerns are handled properly, we have a clear complaints procedure in place so you can feel confident that any issues will be listened to and addressed.
We care about our customers just as much as we care about building high-quality homes. While we always aim to get things right, we understand that sometimes problems can arise. That’s why we take every concern seriously.
As a Registered Developer with the Consumer Code for Home Builders (www.consumercode.co.uk), we follow the Consumer Code to ensure fairness and transparency.
If you do need to raise a complaint, please let us know. This gives us the chance to put things right for you and also helps us improve for the future.
We hope everything runs smoothly once you’ve moved into your new home, but our support doesn’t end when the sale is complete.
If you ever feel that we have:
Please get in touch. We’d really value the chance to make things right for you.
Sometimes a quick chat with your Sales Executive at the sales office, or with a member of the site team is all it takes to sort out a problem, and if you’re happy with the outcome, there’s no need to take things further.
If, however, you feel the issue hasn’t been fully resolved to your satisfaction, you’re welcome to make a formal complaint. Details of how to do this are set out below.
We have a robust process to ensure your complain is properly investigated and followed up.
Please raise your complaint by:
We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.
Once we’ve received your complaint, we’ll look into it carefully and get back to you within 10 calendar days with a clear plan for how we intend to resolve the issue, including the steps we’ll take, and the timescales involved.
Within 30 calendar days, we’ll provide you with a full update. If the matter has been resolved, we’ll confirm exactly what we did. If it’s still in progress, we’ll explain what’s caused the delay and let you know when you can expect it to be fully resolved.
When your complaint has been resolved, we’ll send you a closure response confirming the actions we’ve taken.
In the unlikely event that your complaint is still not resolved after 56 calendar days from the date it was raised*, we’ll send you an update explaining the reason for the delay, what will happen next, and when we expect the matter to be resolved.
From then on, we’ll keep in touch with you at least every 30 days until everything is fully resolved
Thank you for giving us the opportunity to put things right. Your feedback helps us improve and continue to deliver the high standards you deserve.
*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).