Complaints procedure
We understand that sometimes things can go wrong, which is why we take complaints from homeowners very seriously.
When submitting a complaint, please note that you will need to follow the correct policy below.
If you reserved your home before the 1st November 2022, please follow our Consumer Code complaints policy.
Alternatively, if you reserved your home after the 1st November 2022, please follow the New Homes Quality Code complaints policy.
Consumer Code complaints policy
Step 1 If you have already contacted our Customer Service Team and they have been unable to help, please write to our Customer Service Manager, Annie Kellard, at the following address; Anwyl House, Clos Dewi Sant, St David’s Park, Ewloe, Flintshire, CH5 3DT. Annie will respond to you within 5 working days of receipt of your letter.
Step 2 In the unlikely event that Annie has been unable to resolve your complaint, please write to our Head of Customer Service, Helen Tollitt, at the same address above.
Step 3 If you remain unhappy with the outcome of your complaint, once you have heard from Helen, please write to the relevant Regional Managing Director. Phil Dolan, for Cheshire and North Wales region or John Grime for our Lancashire region at the same address above.
In order to register a formal complaint, it must be sent via letter and not email. Emails to individual mailboxes will be passed to the Customer Services team.
Complaints procedure for NHQC
Please raise your complaint by filling in the Customer Care webform, selecting the enquiry type as ‘Complaint’
Within 5 calendar days of the CID*, we will acknowledge all complaints. Where we are unable to resolve your complaint swiftly, the following process will apply
Within 10 calendar days of the CID*, we will send a pathway to resolution response. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales
Within 30 calendar days of the CID*, we will send a full complaint assessment response. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution
Once the complaint has been resolved, we will send a closure response which confirms what action has been taken
In the very unlikely event that the complaint remains unresolved after 56 calendar days of the CID, we will send a further response to provide information on what has caused the delay, what the next steps are and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved
We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider (NHBC), or the New Homes Ombudsman Service.
The New Homes Ombudsman Service will decide at their own discretion when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider (NHBC) if relevant.
*Please note, the complaint’s initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).