Complaints handling procedure

Information outlining the process for handling complaints about new build homes

Our commitment to you

We are committed to providing exceptional customer service and resolving any complaints promptly and fairly. This complaint handling procedure outlines the process for handling complaints about new build homes.

Pre-completion issues

As a member of the New Homes Quality Board, we are committed to providing our customers with the highest standards of quality and service. A key aspect of this commitment is the opportunity for buyers to undertake a pre-completion inspection. This crucial step allows customers to identify any potential issues before moving in, giving them peace of mind and ensuring that their new home meets their expectations.

By empowering our customers with this right, we are demonstrating our confidence in the quality of our homes and our dedication to customer satisfaction. If matters cannot be informally resolved during pre-completion, they should be resolved via our corporate complaint process.

What is a complaint?

A complaint is defined as any expression of dissatisfaction made by a customer about our products or services relating to new build homes. In the first instance, complaints should be made to the sales agent you have dealt with, where their service does not meet your expectations, we would be happy to work with you to resolve your complaint

How to make a complaint

You can submit a complaint using the New Homes Complaint form below.

New homes complaint form

If you're unable to make your complaint online you can:

• email complaints@west-norfolk.gov.uk
• telephone 01553 616200
• complain in person
• send us a letter

To help us thoroughly investigate your complaint and provide a fair resolution, please ensure you provide all relevant details and supporting information.

Complaint handling process

1. Receipt and Acknowledgement
   • All complaints will be logged and assigned a unique reference number to ensure traceability.
   • The complainant will receive written acknowledgement of their complaint, including the reference number, within five working days from the first business day after receipt.
2. Investigation
   • Within 10 working days of the complaint start date, we will provide the complainant with a written ‘Path to Resolution’ outlining:
     • The steps we will take to investigate the complaint.
     • Details of any relevant dispute resolution service offered by the warranty provider, should the complainant not be satisfied with the resolution.
   • Investigations will be conducted promptly and thoroughly, in collaboration with sales agents and the developer.
   • We will collect all relevant information and evidence to ensure a fair and comprehensive assessment.
3. Complaint Assessment and Response Letter (Stage 1)
   • A written response will be provided to the complainant within 30 working days from the complaint start date.
   • The response will include:
     • A summary of findings, actions taken, and any agreed remedial measures.
     • Detailed reporting on each element of the complaint, including:
       • If resolved: actions undertaken to resolve the complaint.
       • If unresolved:
         • An estimate of additional time required and a brief explanation of further steps needed.
         • Details of correction work (if applicable), including a timeline for completion.
       • If not upheld: A clear explanation of the reasons for the decision.
   • Information on dispute resolution services provided by the warranty provider.
   • Guidance on how to escalate the complaint to the New Homes Ombudsman Service if unsatisfied.
4. Further Investigation (Stage 2)
   • If the complaint is not resolved within 56 days, we will provide regular updates to the complainant, including:
     • A clear summary of actions taken to date.
     • Details of outstanding issues, reasons for delays, and actions to be completed.
     • An estimated timeline for resolution.
     • The frequency of updates from the developer and ourselves.
   • The complainant will be reminded of their right to escalate to the New Homes Ombudsman Service if necessary.
5. Closure
   • Once we consider the complaint resolved or concluded, a closure letter will be issued, detailing:
     • A recap of all agreed items from the Complaint Assessment and Response Letter and confirmation of their resolution.
     • Information on how to refer unresolved matters to the New Homes Ombudsman Service if the complainant remains dissatisfied.

The above process is reflected in the Sales Complaints process flowchart.

Resale disclaimer

Please note that in the instance that a customer sells the new home, the after-sales service provided by us and our partners applies only to after-sales matters reported within two years of the completion date of the original purchase of the new home. Any potential future owners should seek independent legal advice.

How we will monitor and review

We will regularly monitor and review our complaints handling procedure to ensure its effectiveness.

Our commitment to continuous improvement

We will regularly monitor and review our complaints handling procedure to ensure its effectiveness. We are committed to learning from complaints and using the information gathered to improve its services.

New Homes Ombudsman Service

Should you feel that your complaint has not been adequately resolved, because we are a member of the New Homes Quality Board, you are able to refer your complaint to the New Homes Ombudsman for an independent determination of your complaint.

For further information please visit the New Homes Ombudsman Service website.

To find out more about the New Homes Quality Code visit the New Homes Quality Board website.