Complaints Policy

We endeavour to provide all our customers with a quality new home and a high standard of service.

Customer Service

After legal completion, you will receive a visit from the Head of Customer Services to discuss any defective items identified by you within the first 7 days of occupation. Our Customer Care Team will be in touch with you shortly after completion.

If you come across any other issues with your home after this initial visit, you should contact our Customer Care Team on 01707 660660 Option 3 and who will provide guidance on your query.

How to make a complaint

In the unlikely event that you wish to raise a complaint about a service received we will endeavour to handle any complaints quickly, fairly and helpfully.

If you have a complaint, then please let us know by contacting our Customer Care Department on 01707 660660 Option 3, write to us at Jasmine House, 8 Parkway, Welwyn Garden City, AL8 6HG or email to

What happens next?

We will acknowledge all complaints within 5 working days. We will either reply fully within 10 working days of receipt, or reply within 10 working days, to advise you of the steps we are taking and to give a date by which we will be able to reply fully.

We aim to resolve all complaints at this stage. However, we acknowledge that this may not always be possible.

We will always do our best to deal with our customers in a fair and reasonable manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to your Home Warranty Body Provider at or telephone 08444 120888, who will conduct an independent review of your complaint and how it has been handled.

Our Customer Service Charter fully acknowledges the requirement of the Consumer Code. Further details are available at or download a copy of the Consumer Code by following this link: