Customer care procedures& complaints policy

We commit to providing the highest standards of customer care. We will make every effort to ensure that your experience with us is positive. Our homeowners and the communities in which they live are at the heart of everything that we do. Despite this, we understand that despite the care we take things can sometimes go wrong. 

Our hope is that you will be fully satisfied with how any issues you report are dealt with by our team. But if you are unhappy with the service you receive, or you feel we have not met the commitments set out to you. Please follow our three-stage complaints policy process. 

We follow the Consumer Code for Home Builders. The primary aim of the Code is to ensure that home buyers are treated fairly. That you understand what service levels to expect from your new home builder. That you are given reliable information on which to make your decision. And that you know how to access dispute resolution arrangements if you are unhappy. 

Note:  These procedures and Complaints Policy relate to homes reserved from 1 Jan 2024 

We follow structured inspection procedures and quality control through the development process. Following completion of your property your home will have: 

• All services commissioned  

• An energy performance assessment and certificate 

It will receive a visit by a director of the business to confirm it is ready for its final quality inspection. This is carried out by one of our dedicated managers to ensure it meets our high standards. They will discuss any identified items with the Site team so they to address them.  

Your home will be subject to a building control final inspection. This is carried out by the independent warranty provider. This guarantees requirements for Building Standards and Tolerances are met. 

We will ask you to carry out a pre-completion inspection before legal completion. We will assess any issues you report before or after moving in by the warranty provider’s tolerances.  

Having your property inspected by a third party? Please note that we only accept reports carried out by an accredited Surveyor. E.g., RICS accredited or similar. 

In the final week before you move we will invite you to a home demonstration. We will show you how everything works, walk you around your new home and answer any queries you may have. 

Your home has a two-year Thakeham Warranty. This is backed by the 10-year NHBC Buildmark insurance warranty. 

In the first 2 years from legal completion, we will rectify defective or faulty work within your home. This includes issues with fixtures and fittings included in the sale. But only where these do not relate to wear and tear or lack of maintenance.  

For Customer Care and home maintenance tips, check your Home User Guide. 

We offer an out-of-hours emergency call out service during your two year warranty. 

Davies Emergency Response: 0345 155 0905 

Every home has been hand built by skilled trades through all seasons of the year. Despite our thorough inspections, you should expect to see some changes in the finished look of constructed elements. Particularly where natural materials are used. 

Our dedicated Customer Care team are on hand to respond to any issues, concerns, or complaint you have. Contact them: 

• By phone on 01403 787333  

• By email at customercare@thakeham.com  

• Or using the dedicated development email contact provided to you when you move in. 

We will provide you with a timescale for resolving such issues. If a delay arises, (e.g. due to availability of materials), we will discuss and agree proposed actions and timescales with you. 

We strive to resolve any issues raised effectively. We will arrange an inspection visit (if required), to agree and complete a suitable resolution. 

If our team fail to agree on the resolution with you. Or if you feel that our service or workmanship has been poor. Or that you have been treated unfairly then you can escalate the matter to us through our formal complaints process. 

Please raise your formal complaint with our Director of Customer Care. They are accountable for our standards of service. Contact them by email on CCD@thakeham.com 

We will undertake to deal with your complaint fairly and confidentially. We will keep you updated on progress through to resolution, which will include: 

• Written receipt of your complaint within 5 working days of the date it is made. 

• Investigate concerns and provide you with a detailed response within 20 working days. 

• Provide you with a final response within 30 working days. If resolution is still underway, we will write to provide information on the cause of the delay. This will include proposed next steps and our commitment to keep you updated until the matter is fully resolved and closed. 

In the unlikely event that through the escalation and complaints process we have been unable to resolve matters. You may ask the case to be passed to our Chief Operating Officer for a final consideration. 

We hope that we can resolve your concerns without the need for further escalation. However, if the matter cannot be settled between us, or you remain dissatisfied with the outcome, your complaint becomes a dispute.  

You can refer your complaint to: 

• National House-Building Council (NHBC)  

• Your home warranty provider. (For any matters that fall under their dispute resolution service) 

• The Consumer Code’s Independent Dispute Resolution Scheme.  

Both bodies offer a free resolution service. 

Contact the NHBC on 0800 035 6422 or email ccsupport@nhbc.co.uk.  

The NHBC will investigate the dispute and forward their findings to both parties. Under the terms of the warranty, we must carry out any recommendations within the timescales set out in the report. 

Contact the Consumer Code through their website  https://consumercode.co.uk/ 

You will find full details of the Consumer Code Scheme and the scope of their Independent Dispute Resolution Scheme. A dispute can be brought to the Resolution Scheme after 56 calendar days have passed since raising the formal complaint. But no later than 12 months after our final response to the complaint. 

Using our complaints process or an independent resolution does not affect your statutory legal rights.