Find out how to make a complaint, what to expect and what to do if you are dissatisfied
Complaints
We hope that the service you receive from us meets your needs. If you're unhappy about the service you receive, then you can let us know by following our New Home complaints procedure.
Pre-completion concerns
New Build Home Buyers have an opportunity to undertake a pre-completion inspection of their property. This allows buyers to identify any potential issues before moving in, giving them peace of mind and ensuring that their new home meets their expectations. If expectations are not met at this stage and concerns cannot be informally resolved during pre-completion, they should be resolved via our New Home complaint process.
Making a complaint
Stage one
You can submit a complaint online using our online complaint form.
If you're unable to make your complaint online you can:
- email complaints@west-norfolk.gov.uk
- complain in person
- send us a letter
- telephone our customer services team on 01553 616200
To help us thoroughly investigate your complaint and provide a fair resolution, please ensure you provide all relevant details and supporting information.
Your complaint will be acknowledged within five working days. Within 10 working days of your complaint, you shall receive a written ‘Path to Resolution’ outlining the scope of the investigation and details of any relevant dispute resolution services offered by your warranty provider.
Investigations will be conducted promptly, and you shall receive a Stage 1 response within 30 working days. You'll receive a letter of explanation from the appropriate Executive Director or their representative. The letter will set out the outcome of the investigation, whether this has been upheld or rejected, and any remedial measures taken to resolve. It will also provide you information on how to escalate if you remain dissatisfied.
Stage two
If you appeal the Stage 1 response, the service will undertake further investigation of your complaint.
Once the Council considers your complaint resolved or concluded, you will receive a formal complaint closure letter. We aim to close complaints at this stage within 56 working days of receipt of your complaint.
If investigation exceeds 56 working days from receipt of your complaint, we will aim to keep you regularly informed.
New Homes Ombudsman Service
In the event you are not satisfied with the final response received from the Council, you may refer your complaint to the New Homes Ombudsman.
The New Homes Ombudsman is a free and independent investigator commissioned by the New Homes Quality Board. Their role is to help customers resolve new home complaints.
Contact details
Email: customer.services@nhos.org.uk
Telephone: 03308084286 (9am to 5pm Monday to Friday)
Post: West Wing, First Floor, Maylands Building, 200 Maylands Avenue, Hemel Hempstead, HP2 7TG
Please be advised that the Ombudsman will want to see any correspondence concerned with the case, so remember to keep copies.
For further information please visit the New Homes Ombudsman Service website.
To find out more about The New Homes Quality Code please visit the New Homes Quality Board website.