CUSTOMER COMPLAINT PROCEDURE

 

Overview  

 

Devine Homes 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, please let us know so that we may have the opportunity to resolve the issue for you and learn from it.  

 

Reporting an issue

 

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.   If you have a complaint that we have:  

 

▪ Failed to do something we should have done  

▪ Done something badly  

▪ Treated you unfairly or discourteously  

 

Please contact the Devine Homes Customer Care Team at customerservices@devinehomes.co.uk and allow us the opportunity to put it right.  

 

Informal complaints

 

If you are able to resolve any issue informally with our Customer Care Team and are happy with the outcome, then you need not use our formal complaints procedures.  If, however, you are not satisfied that the problem has 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 set out below.  

 

Making a complaint

 

We have a robust formal complaint process to ensure that your complaint is properly investigated and followed up.

 

▪ Please raise your formal complaint with Michelle Coomber our Customer Care Co-ordinator at michelle.coomber@devinehomes.co.uk in the first instance.

▪ 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.

▪ 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.  

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If you are unhappy with how we have dealt with your complaint

 

If you are unhappy with how we have dealt with your complaint, you may be able to refer it for independent review. Referrals can only be made after 56 calendar days have passed since first raising it with us and no later than 12 months after our final response. Where you direct your referral depends on when you reserved your home. If you reserved your home before 7th January 2025 then you will be covered by the Consumer Code for Home Builders:

 

 

 

 

 

Under the Consumer Code for Home Builders (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty Provider in the first instance - NHBC.

 

If appropriate, they might refer you to the Consumer Code for Home Builders who run an Independent Dispute Resolution Scheme (IDRS).

 

The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.

 

If you reserved your home on or after 7th January 2025, then you will be covered by the New Homes Quality Code:

 

 

 

 

 

Under the New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to the New Homes Ombudsman Service (NHOS) (www.nhos.org.uk).

 

The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication.

 

The Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.

 

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