Complaints procedure

We hope you will be very happy before and after you move into your new home. However, sometimes things can go wrong, and we take complaints very seriously.

We have robust processes to ensure your complaint is investigated thoroughly.

3 step formal complaints process:

1. Email our Head of Customer Service with your concern at [email protected] , which must include a contact number and explanation of the issue. We will acknowledge receipt of the complaint within 5 working days. We will reply with a more detailed response within 20 working days as per Consumer Code guidelines.
2. We would hope our Head of Customer Service will be able to resolve any issues, but if you are not satisfied, you will be provided with a Department Director’s email address relevant to your concern.
3. If you feel your concern has not been addressed during step 1 and 2, your complaint will be emailed to our Deputy Managing Director.

If you are unhappy with how we have dealt with your complaint, you may refer the matter to your warranty provider under the Consumer Code.