Customer Complaints (New Home Purchases)

This section sets out our procedure for complaints relating to the construction, condition or after-sales service of your new home.

For complaints about how we process your personal data, please see the Complaints section in our Privacy Policy.

We aim to prevent issues from arising wherever possible. Where a concern does arise, our aim is to deal with it fairly, minimise inconvenience, and resolve the matter as quickly as reasonably possible.

Step 1: Contact our Customer Care Team

Our Customer Care Team is your first point of contact for most enquiries and concerns.

Email: customercare@keigarhomes.co.uk
Telephone: 01652 631939

Please provide your name, property address or plot number, contact details and a description of the issue. Photographs or other supporting information can help us investigate more quickly.

If you remain dissatisfied after contacting Customer Care, you may ask us to treat the matter as a formal complaint.

Step 2: Formal Complaint

Acknowledgement (5 working days): We will acknowledge your complaint in writing within five working days of receiving it.

Detailed Response (20 working days): Within 20 working days, we will provide a written response setting out one or more of the following, as appropriate: an acceptance of the complaint and the action we will take; an estimated timescale for that work; a rejection of the complaint and our reasons; or details of further investigation required, including timescales. Where further investigation is needed, we will provide a final written response as soon as possible, confirming which parts of your complaint we accept and which we do not, and why.

If you do not receive a response within 20 working days, you may refer the matter directly to the Independent Dispute Resolution Scheme or your Home Warranty Body, as appropriate.

Step 3: Escalating Your Complaint

If you remain dissatisfied, you may ask for your complaint to be escalated within Keigar Homes. Depending on its nature, the matter will be referred to our Construction Director or Sales Director, who will review the circumstances, our investigation and our response to date, and determine whether further action is appropriate.

Step 4: If Your Complaint Remains Unresolved

If your complaint has not been resolved within 56 calendar days of the complaint start date, we will write to you setting out our position, including any outstanding actions, the reasons for any delay and, where applicable, our proposed next steps and timescale.

Independent Resolution

If we are unable to resolve your complaint directly, you (or an agreed intermediary acting on your behalf) may refer it as a dispute to the Independent Dispute Resolution Scheme or your Home Warranty Body if:

• you do not receive a response from us within 20 working days of making a complaint;
• you cannot reach an amicable resolution with us within 56 calendar days of making a complaint; or
• defective, faulty or incomplete work is not resolved within the timescales agreed between you and us.

A dispute may be referred to the Independent Dispute Resolution Scheme after 56 calendar days have passed since the complaint was first raised, and no later than 12 months after our final response.

The appropriate route will depend on the consumer code and home warranty arrangements applicable to your home; your reservation and purchase documentation will identify which apply. Further information on the Consumer Code for Home Builders is set out above. The New Homes Ombudsman Service can be found at www.nhos.org.uk.

Using this Complaints Procedure or the Independent Dispute Resolution Scheme does not affect your normal legal rights.

A message from our Managing Director:

Above all, we sincerely care about each of our customers’ experiences with us. Policies can often sound formal and impersonal, but we want our customers to feel valued and understood. We will do our utmost, following the published Keigar Standards, to uphold the highest standards of care and craftsmanship.