Complaints, concerns and compliments

COMPLAINTS, CONCERNS AND COMPLIMENTS

We are committed to listening and learning from our customers and will work with you to resolve your concerns and complaints efficiently and fairly.

We understand that having a clear way to tell us when things don’t meet your expectations is important to you, along with a timely and fair response. You may also want to tell us when we have got things right. This also helps us improve our service as we’ll keep doing the things that make you happy.

We’re confident that by working together we can resolve your complaint to your satisfaction. Where you may need extra support or advice, the National Housing Building Council (NHBC) and Consumer Code scheme are available to help you.

Stage 1

We will acknowledge your complaint within two working days and let you know the name of the lead officer handling your complaint. We aim to resolve and respond to your complaint within ten working days or agree an appropriate timescale with you.

Stage 2

If you are unhappy with our stage one response you can appeal within 28 days. We will acknowledge your appeal within two working days and let you know the name of the senior manager dealing with your complaint. We aim to resolve and respond to your complaint within 20 working days or agree an appropriate timescale with you.

NHBC HOME WARRANTY POLICY

Where we have completed these stages and are unable to resolve the complaint to your satisfaction, you can refer your complaint to the NHBC who will either deal with the complaint under its home warranty policy or offer you the opportunity to refer the complaint to the Consumer Code’s Independent Resolution Scheme.

Using our complaints procedure will not affect your normal legal rights.

COMPLAINTS, CONCERNS AND COMPLIMENTS

I would like to:

Raise a concern

Make a complaint

Pay a compliment

Raise a concern

Our colleagues will focus on resolving your concern quickly, aiming for quick problem solving within three working days, without the need for a formal complaint and investigation. Find out more here.

Make a complaint

We recognise that on occasion our service delivery can fall short of both our own and our customers’ expectations and we actively welcome customer feedback to continually shape and enhance the quality of our services. If you find yourself less satisfied with our service, we want to hear about it. For more information take a look at our Concerns, Complaints and Compliments Policy.

Pay a compliment

It’s always great to hear we’re doing a good job. Are you really happy with a service you have received or is there a particular colleague that has simply made your day? Credit where credit is due, we will always make sure your compliment gets to the right person or team.

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