Your Feedback
OUR COMPLAINTS PROCEDURE
Newett Homes are committed to providing homes and service to the highest standard. We work hard to resolve the issues our customers bring to our attention but we know that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to resolve your issue in a fair and transparent way.
We’ll investigate all complaints competently, diligently and impartially and every complaint will be assessed fairly, consistently and promptly, taking into account all relevant factors to ensure a fair outcome.
STEP 1 - DISCUSSION WITH YOUR LOCAL TEAM
If you’ve reserved but are yet to complete the purchase of your home and you’re dissatisfied with the service we’ve provided, please raise your concerns with your Sales Executive at the Sales Information Centre.
If you’ve already moved into your home and are dissatisfied, please contact your Customer Service team as they’re best placed to address your concerns once you’re settled in.
STEP 2 - DISCUSSION WITH YOUR LOCAL TEAM
Should you remain unhappy with the response provided in Step 1, you may then direct your complaint to the Sales Director or Head of Customer Service.
The Head of Customer Service has overall responsibility for ensuring our customers receive the highest levels of care and will ensure that your dissatisfaction is handled by the most appropriate person in the regional office.
Your complaint will be acknowledged within 48 hours (except at the weekend) and the appropriate team will review how your complaint has been resolved and a response will be provided within one week.
STEP 3 - YOU REMAIN DISSATISFIED
If you’re dissatisfied with either our final response, or with any delay in providing our final response you may be able to ask the Consumer Code or your home warranty provider for an independent review.