We want every one of our customers to be delighted with their new home, but in the unlikely event that something does go wrong, we are here to listen and help.
1. How to let us know.
In the first instance please contact the Customer Care team as they are best placed to resolve any issues you have. If necessary, you may then need to submit your complaint in writing to that regional office. We will always then acknowledge receipt of your complaint within three working days.
2. What to expect.
We’ll deal with your complaint swiftly and with sensitivity. At this stage we are investigating your complaint in detail and gathering any further information surrounding it. If for any reason there is a delay in our response, we will contact you to tell you why and when to expect to hear from us in more detail.
3. Next steps.
We hope that our Customer Care team is able to resolve your complaint and we are usually able to resolve most at this stage.
If we are unable to resolve your complaint at this stage the Regional Managing Director will be informed of the matter and attempt to resolve it. You can expect to be contacted by the Regional Managing Director, where possible by phone, to discuss the details. You might be asked to put your complaint in writing and following their investigation you can expect a response within ten working days.
In the unlikely event a resolution cannot be sought customers will be advised to seek external advice. Advice can be obtained from the Consumer Code or reported to the NHBC or the LABC who will conduct an independent resolution. Details on this can be found in the NHBC Welcome to NHBC warranty and insurance booklet.