Complaints

We put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code.

If you wish to make a complaint, we ask that you let us know, giving the opportunity to resolve the issue for you and learn from it.

Informal complaints:

Although we hope you will not have any problems after you move into your new home, please contact us at [email protected] if you do have any concerns to allow us the opportunity to put it right.

If you are able to resolve any issue informally with our Service team or through our internal escalation process, and are happy with the outcome, then you need not use our formal complaints procedure.  If, however, you are not satisfied that the concerns you have raised have not been resolved or handled to your satisfaction, you may wish to make a formal complaint. 

You can do this by using our formal complaints procedure to ensure your concerns are investigated and responded to in a timely manner.

Stage 1 - Raise your complaint

Please raise your complaint with us by completing the form below, sending an email to [email protected], or sending a letter to Strata, Quay Point, Doncaster, DN4 5PL.

Stage 2 - Acknowledgement of complaint

Within 5 calendar days of your complaint being received (complaint initiation date*) our Head of Service will contact you to acknowledge receipt and request any further detail needed to allow us to initiate the complaints procedure.

*The complaints initiation date (CID) is the first working day after a complaint is received. Therefore, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).

Stage 3 - Path to resolution
Within 10 calendar days of the Complaint Initiation Date*, we will share with you our proposed pathway to resolution which details how your complaint will be investigated.

*The complaints initiation date (CID) is the first working day after a complaint is received. Therefore, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).
Stage 4 - Assessment and response

Within 30 calendar days of your Complaint initiation Date*, you will receive a Complaint Assessment and Response letter. If your complaint has been resolved, this will confirm the steps that have been taken. In the event that the resolution is still underway, the response will detail what has caused the delay and the anticipated date for resolution.

*The complaints initiation date (CID) is the first working day after a complaint is received. Therefore, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).

Stage 5 - Closure

Once your complaint has been resolved, we will send a closure letter which confirms the actions that have been taken.

In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution.  We will also keep you updated no less than every 30 days until the matter is resolved.

*The complaints initiation date (CID) is the first working day after a complaint is received. Therefore, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).

Stage 6 - Further Escalation

We are confident that our process will resolve your concerns without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your home warranty provider, the Consumer Code or the New Homes Ombudsman Service.

The applicable code for your home depends on when you reserved your home. If you reserved your home before 2nd January 2024, the Consumer Code will apply. If you reserved your home on or after 2nd January 2024, the New Homes Quality Code will apply.

It is within the New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to your new home warranty provider.

 

Complaint Form

Please fill in the form below and we shall be in touch promptly to resolve your issue to your satisfaction.

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