Customer Feedback

Making sure you’re happy is our top priority. That’s why your feedback is so important. It helps us improve what we do and build the right services for you. So, whether it’s good or bad, we want to hear what you have to say.

Compliments

If you’re delighted with something we’ve done, we’d love to hear about it! Your positive feedback helps us understand what we’re doing well, and it gives us the chance to celebrate the people behind the great work. Every message you share is passed on to the colleagues involved, so we can recognise their efforts and continue delivering the high standards you expect from Space Homes.

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Suggestions

If you have an idea about how we could improve any part of our home‑buying process, we’d love to hear from you. We’re always exploring ways to make the journey smoother, clearer, and more enjoyable for our customers. Your suggestions help us understand what matters most and guide us in making meaningful improvements. No idea is too big or too small — your feedback is always welcome!

Complaints

If there’s something you’re unhappy with, we genuinely want to know. We always aim to get things right the first time, but if we ever fall short, your feedback helps us put things right quickly. Let us know what went wrong and we’ll do our best to sort it out and make sure your experience improves moving forward.

Shared Ownership Complaints

Market Sale Complaints

New Homes Quality Board

For Market Sale Properties

We are a registered developer and fully comply with the New Homes Quality Board (NHQB). If you have followed our formal complaints procedure and still feel dissatisfied with the outcome, you may be able to take your complaint further through your Warranty Provider or one of the following independent channels:

New Homes Quality Board
For homes reserved on or after 4 April 2023 – 1 March 2026 www.nhqb.org.uk

New Homes Quality Board (Updated Version)
For homes reserved after 2 March 2026 www.nhqb.org.uk

In addition, homeowners can also refer their concerns to the New Homes Ombudsman Service, which provides independent support and helps to resolve disputes fairly. New Homes Ombudsman Service

New Homes Customer Feedback Policy

At Space Homes, your experience matters to us. Our Customer Feedback Policy ensures every comment, positive or negative, is listened to and responded to. Your feedback helps us improve our service and support you throughout your time in your new home.

New homes customer feedback policy

Reasonable Adjustments

Whatever your needs, we want our services to be accessible for you.

This might mean giving you the information you need in a different format (like in larger print) so it’s easier for you to understand, or providing a sign language interpreter at meetings. 

Get in touch with our team to chat about what support you need and how we can help you.  

Reasonable Adjustments Policy
What is a complaint?
A complaint is an expression of dissatisfaction. So, if you’re not happy about a service we’ve provided or an experience you’ve had with us, you can complain about it. It could be something you’ve experienced personally, or it could be from a group of customers. 
Is there anything I can't complain about?

There are some things we don’t deal with through our complaints process. These are:  

The first time you request a service 

So, if your boiler breaks for the first time, this would be a repair request not a complaint. 

Antisocial behaviour or issues with other customers 

These are dealt with under our antisocial behaviour policy. 

Where there’s a legal process happening 

So, a claim for damages should be handled as a public liability insurance claim. Or, you might already be involved in court proceedings. 

Housing applications or banding decisions 

If they’re a part of a Local Authority Choice Based Lettings schemes. (These are schemes that allow applicants to search, apply and bid for social rented homes in their area.) 

Decisions made by other organisations 

So, a local council or a utility company that we have no control over. 

A Yorkshire Housing policy 

If you’re unhappy with one of our policies, we’ll treat this as a suggestion rather than a complaint. We work closely with customers when we change our policies. So, we’ll take into account any suggestions when we’re reviewing the policy.  

How do I share my feedback?

The easiest and quickest way to make a complaint or give a compliment is to fill out our feedback form. You can also: 

Email us:

customerservices@yorkshirehousing.co.uk 

Call us:

0345 366 4404 

Write to us:

The Place, 2 Central Place, Leeds, LS10 1FB