Formal complaints process

We put the same high standards of care and attention 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. If you 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.

Although we hope there will be no issues after you have moved into your new home, our commitment continues after your purchase has been completed. If you want to tell us about a concern with your home of which we are not yet aware, please contact your local Customer Care team.

If you are able to resolve the issue with your local Customer Care team and are happy with the outcome, then you need not use our formal complaints process. If, however, you are not satisfied that the issue 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 process set out below.

If you have a complaint that we have:

• Failed to do something we should have done, or
• Done it badly, or
• Treated you unfairly or discourteously, or
• Not resolved or suitably progressed an issue or service request in a timely manner (where possible, within 30 calendar days).

Then please do raise it with us and allow us the opportunity to put it right.

We have robust processes to ensure that your complaint is investigated locally by our Divisional team, who are best placed to deal with any issues relating to your home or development.

Our business is comprised of multiple Divisions, each headed by a Managing Director who reports to their Regional Managing Director/Regional Director.

Regional Managing Directors/Regional Directors report directly to our Group Chief Executive’s Team, headed by our Group Chief Executive.

Head of Customer Care

Please raise your complaint with the Head of Customer Care at the Division from which you purchased your home. We suggest you either complete our online complaints form via our website, or email your local Customer Care team, contact details for which will have been provided to you at the time of your legal completion.

Divisional Managing Director

We hope that all formal complaints can be addressed by our Divisional Head of Customer Care, however, if you feel your concerns have not been resolved to your satisfaction, you can refer your complaint to the Divisional Managing Director.

Regional Managing Director/Regional Director

In the unlikely event that the Divisional Managing Director is unable to resolve matters, then your complaint should be emailed to our Group Customer Care team at customer.care@barrattplc.co.uk or by post to:

Group Customer Care
Barratt Redrow PLC
Barratt House, Cartwright Way
Forest Business Park
Bardon Hill
Coalville
Leicestershire
LE67 1UF

Your complaint will then be allocated to the appropriate Regional Managing Director/Regional Director. This response will explain the Company’s final position in relation to the matters raised.

Please note: If a new formal complaint is received, it will always be referred to the Divisional Head of Customer Care so that it may be dealt with in accordance with this complaints process.

Customers/ tenants living in affordable, shared ownership or Private Rental Scheme homes should please direct formal complaints to their registered provider, shared ownership or private rental provider in the first instance.

We aim to resolve complaints with minimum delay and will provide you with updates at the following set points:

- The start date for your complaint will be the first business day after it has been received.

- Within 2 working days of the complaint start date we will write to acknowledge your complaint.

- Within 10 calendar days of the complaint start date we will write to provide our decision or outline how we will investigate your concerns.

- If your complaint remains open 30 calendar days after the complaint start date we will write to update you on each item raised. This will include:

- where an item has been resolved, what action has been taken to do so.

- where an item is not resolved but further time is needed to look into the matter, the estimated time within which a decision will be reached together with a brief explanation as what further steps are required and why.

- if an item is not resolved but remediation work is accepted, what that work will be and an estimated time within which required work will be completed.

- where further investigations or remediation has been set out, when the next update will be provided, which will not be more than 28 calendar days.

- where an item is not accepted, a clear explanation for our decision.

- information about any recommended engagement with any applicable resolution service.

- If your complaint remains open 56 calendar days after the complaint start date we will write to update you on each item raised. This will include:

- a clear summary of what action has been taken to date.

- clear details of what is still outstanding, a reason why and the actions to be taken.

- an indicative timescale for resolution.

- the frequency that updates will be provided to you until resolution, which will not be more than 28 calendar days.

- On addressing all items raised within your complaint, we will write to you to summarise the action taken on each and to confirm the complaint is closed.

Our Group Customer Care team regularly review all formal complaints so we may amend our processes where necessary and continue to improve the service we deliver to all our Customers.

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 1st November 2022 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, eg 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 you home on or after 1st November 2022 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.

Using our formal complaints process, the Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.