Our commitment
From the time a site is selected, right through the construction process and up to the point when keys are handed over, every care is taken to ensure that the properties we build, and the service we provide, are of the highest standard.
The materials selected are of the finest quality and careful design is of paramount importance to ensure we are in harmony with the local environment. At every stage, from design and planning, through to creating the finished product, we will be with you and it is this commitment that has earned us an enviable reputation.
This reputation is an asset we value, and we acknowledge this can only be maintained by delighting our customers. We put the same high standards of care and attention into looking after our customers as we do into building our homes. We do appreciate, however, that sometimes things can go wrong and so we take complaints very seriously. If you have a complaint, we ask that you let us know so that we have the opportunity to resolve the issue as quickly as possible.
Service requests
Although we hope there will be no issues after you have moved into your new home, our commitment continues after your purchase has been completed. If you have not previously raised a complaint with our Customer Care team, then that is the place to start – they can be contacted at;
If you are able to resolve the issue with our Customer Care team and are happy with the outcome, then you need not use our formal complaints process. If, however, you are not satisfied that the issue has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints process set out below.
Formal complaints process
Step 1
In the first instance, please address your complaint in writing (letter or email) to our Customer Care Manager. We aim to acknowledge complaints within 24 hours, save for weekends and Bank Holidays, where we will acknowledge your concerns on the next working day. We will then respond formally within 3 working days.
Step 2
We anticipate that all formal complaints can be addressed by our Customer Care Manager. If, however, you feel they have not dealt with your complaint to a satisfactory standard, you can refer your complaint to the Production Director. Your complaint will be acknowledged within 48 hours of receipt and will be investigated and responded to formally within 10 working days.
Step 3
If you disagree with the outcome to this point, you may wish to escalate your complaint further to our Managing Director. Providing that all steps in the process have been followed, your case will be reviewed by the Managing Director. You will receive a final response to your case no more than 20 working days since our last correspondence.
If you are unhappy with how we have dealt with your complaint
Whilst we hope that this will not be necessary, should we not have agreed a suitable resolution, you may wish to refer to your home warranty provider's dispute and resolution service, or the Consumer Code for further guidance.
We regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our customers.
