OUR COMPLAINTS PROCESS
Investigation
If we’re unable to resolve the issue straight away, we’ll log a formal complaint for you. We’ll confirm that we’ve received your complaint within five working days.
Once your complaint has been logged, we’ll outline how we plan to resolve the issue within 10 working days. During this stage, we’ll investigate the matter fully and get in touch to discuss how we can put things right.
You’ll receive a full complaint response within 30 working days, explaining the outcome of our investigation and the steps we’ve taken if the issue has been resolved.
If your complaint is still ongoing, we will let you know why there has been a delay and provide an estimated date for resolution.
Once the matter is resolved, we will send you a closure response, confirming the action that has been taken.
New Homes Housing Ombudsman
We aim to resolve most issues directly with you, without the need for further escalation. However, if your complaint remains unresolved or you’re unhappy with the outcome, you may be able to refer your case to:
- Your warranty provider’s dispute resolution service, or
- The New Homes Ombudsman Service
The New Homes Ombudsman Service is overseen by the New Homes Quality Board (NHQB) — an independent, not‑for‑profit organisation established to improve the quality of new homes and strengthen customer service standards across the industry.
New Homes Housing Ombudsman Service.