Complaints Procedure

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 do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

1.0 OUR BELIEFS

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

Our customers’ views are important to us and if you are unhappy with any of our services it is important that you let us know.

All our customers have the right to a fair, swift and courteous service at all times.

We will investigate your complaint fairly and consistently. We will promptly determine whether the complaint should be upheld, and (if appropriate) determine remedial action.

2.0 DEFINING A COMPLAINT

We define a complaint as an expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of a property or failure to provide adequate associated services.

3.0 SNAGGING

A snag is a small defect or problem that remains in your property after the building work has been completed. Whilst we endeavour to identify and fix any cosmetic defects before completing the sale of a new home, there are instances where issues will arise after the sale, and we will need to return to put these right. It is important to note that a customer must give us the opportunity to investigate and fix a snagging related issue. Stancliffe Homes cannot be responsible for fixing issues related with the workmanship of a third party.

We deal with issues associated with ‘snagging’ in a different way to that set out for ‘complaints’. We aim to deal with all customer snagging issues, in line with guidance set out in the New Homes Quality Code. Details of how to raise a ‘snagging’ issue are detailed in your ‘welcome pack’ letter and guidance on who to contact to raise a ‘snagging’ related issue, are also provided in that letter.

4.0 HOW TO COMPLAIN

There are several avenues available to our customers should they want to make a complaint. These include:

In person – you can make an appointment to visit us at our Head Office to discuss your complaint in person with a member of our management team. Our Head Office address is: Stancliffe Homes Limited, Markham Vale Environment Centre, Markham Lane, Chesterfield, S44 5HY. You can also discuss your complaint with a member of our Site Staff (Sales Advisor / Site Manager).

Email – complaints@stancliffehomes.co.uk

Website – https://www.stancliffehomes.co.uk/contact/

Telephone: 01246 76 73 73

To help us handle your complaint in the most effective way, your complaint should be clear about the issue from which you have suffered. We also ask that should you make an oral complaint via one of the above routes, that you follow up with a written record of the complaint.

5.0 OUR COMPLAINTS PROCESS

Upon receipt of your complaint, it will be referred to a member of Stancliffe Homes Senior Management Team, who will handle the complaint on behalf of Stancliffe Homes.

This individual will take responsibility for the handling of your complaint and will also have the authority to investigate and settle this.

6.0 COMPLAINTS TIMESCALE

  • We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.

  • We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.

  • We will send a full complaint assessment response by no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were 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.

  • Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.

*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, 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).

7.0 FURTHER STEPS

We hope we can resolve most matters 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 warranty provider, or the New Homes Ombudsman Service.

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 the New Home Warranty Provider if relevant.