Complaints Process

Last Updated On 20-Jan-2026

Effective Date 20-Jan-2026

Our Commitment to You

We are committed to providing high standards of service throughout your home-buying journey and beyond. While we aim to get everything right first time, we recognise that concerns may occasionally arise. When they do, we take them seriously and will investigate them fairly and promptly.

Raising a Concern

If you believe we have failed to meet our obligations, made an error, or treated you unfairly, please contact our Customer Care team by phone or email during office hours (Monday to Friday, 8:30am–5:00pm).

We will acknowledge receipt of your enquiry within five working days. Contact details for your Customer Care team are provided in your welcome information.

Informal Resolution

Where possible, we aim to resolve concerns informally. If you are dissatisfied with how your concern is being handled, you may request a call back from a Director by contacting our Offices and providing your plot number and development name.

Formal Complaints Process

If your concern cannot be resolved informally, you may raise a formal complaint with our Customer Care team.

  • All formal complaints are overseen by a Director.
  • We will acknowledge your complaint within 5 calendar days of the Complaint Initiation Date (CID).
  • Within 10 calendar days of the CID, we will provide a written response setting out our proposed investigation and intended pathway to resolution.
  • A full written outcome will be issued within 30 calendar days of the CID. If the complaint is not fully resolved, we will explain what remains outstanding and provide anticipated timescales.
  • In the unlikely event the complaint remains unresolved after 56 calendar days from the CID, we will provide a further written update and continue to issue progress updates at least every 28 days until resolution.
  • Once resolved, we will issue a formal closure response.

Escalation

If you remain dissatisfied, you may be entitled to refer your complaint to your warranty provider’s dispute resolution service or the New Homes Ombudsman Service, subject to their respective scheme rules.

The New Homes Ombudsman Service may consider complaints arising within two years of legal completion and only after 56 calendar days have elapsed from the CID. Matters falling within the structural warranty period may instead be referred to the Home Warranty Provider, where applicable.