Complaints procedure

We are aware that errors do sometimes occur, and where this happens, it is our intention to minimise any inconvenience and resolve any outstanding issues at the earliest opportunity.

Step 1

Customer Care Department

Our local teams are empowered to resolve most of your enquiries and so your first point of contact should be with the Customer Care Department at the Divisional Office for the region in which you’ve bought your home.

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Step 2

Customer Care Manager

If your enquiry has not been resolved to your satisfaction, please get in touch with the Customer Care Manager at your Divisional Office.

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Step 3

Construction Director

We hope that your query has been resolved at this stage, but if not please contact the Construction Director at your Divisional Office.

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Step 4

Divisional Managing Director

If you still feel you haven’t reached a satisfactory conclusion, please feel free to contact your Divisional Managing Director.

Find my Divisional Managing Director

Step 5

Group Head of Customer Care

In the unlikely event that your complaint has still not been resolved, please write to our Group Head of Customer Care, John Enright, at Group Head Office. John has full and final responsibility for resolving your complaint, but can only do so if you’ve completed all of the above steps.