Formal Complaints Procedure STONEBRIDGE HOMES COMPLAINTS HANDLING PROCEDURE We apply the same high standards to looking after our customers following legal completion as we do into building our homes. However, we appreciate that sometimes things can go wrong and so we take complaints seriously.
REPORTING AN ISSUE Although we hope you will not have any issues that require you to complain either before or after you have moved into your new home our commitment remains the same. If you have a complaint that we have:
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Failed to explain our decision with sufficient detail Provided you with a poor level of service Treated you unprofessionally or discourteously
We will investigate all matters raised and provide you with a response
INFORMAL COMPLAINTS If you haven’t previously raised your concerns with the team you are currently dealing with that is the best place to start. If you are able to resolve any issues informally with our team and are happy with the outcome then you do not need to use the formal complaints procedure. If however, you are not satisfied that the issues have been resolved or or handled appropriately you may with to raise a formal complaint which you can do by suing the formal complaints procedure set out below
FORMAL COMLAINTS PROCEDURE Please raise your complaint using the link to the Complaints Form *and email it to us at complaints@stonebridgehomes.co.uk Depending on where you a re in your journey with us, your complaint will be investigated by the relevant department We will acknowledge all complaints withing 5 calendar days of the complaint initiation date** In the acknowledgement we will provide you with a complaint reference number which should be used on all future correspondence relating to the complaint We will investigate your concerns and send a full response setting out our decision, actions or further investigation timeline if required within 20 working days of the complaint initiation date** Where the complaint or issues in the complaint are accepted this will explain how we plan to resolve the issues along with the steps we will take and the high level timescales. Where the complaint or any elements of it are not accept the response will detail the reasons for this
Once the investigation is complete and an outcome communicated to you we will send you a final complaint closure response If we cannot fully respond to your compliant withing 20 working days we will advise you of any future investigation required and will aim to send a final response within 56 calendar days of the complaint initiation date**
Formal Complaints Procedure FORMAL COMLAINTS PROCEDURE CONTINUED If your complaint is not resolved after 56 calendar days in accordance with this procedure and you remain dissatisfied with how we’ve dealt with your complaint then you may be able to refer it for independent review to the Consumer Code for Housebuilding or you may want to contact your warranty provider Premier Guarantee
OUR COMMITMENT TO YOU •
We will provide a fair, professional, open and accessible service
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We will always behave in a professional and appropriate way
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We will communicate proactively when we are not going to be able to achieve deadlines
WHAT WE CAN’T DO •
Progress complaints from housing association residents, these will need to be directed to your Registered Provider.
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Progress defect management or scheduling more quickly, your Customer Service Coordinator can help you with this
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Investigate issues you had with the sales journey unless they are raised within three months of legal completion
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Investigate neighbourhood disputes or workmanship issues on properties that are not your own
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Progress group complaints from multiple residents
WHAT WE ASK FROM YOU •
That you follow our complaints procedures and do not persistently contact us while we are dealing with your complaint
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That you do not raise new issues or prolong a complaint by raising further concerns while a complaint is being considered or make the same complaint repeatedly despite the complaints process being exhausted
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That you do not contact our team repeatedly without giving them time to respond to prior correspondence and do not contact our team unnecessarily placing unreasonable demands on the teams time and resource
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That you read this alongside a copy of our Unreasonable Customer behaviour policy
SOCIAL MEDIA Please note that we will not engage with ongoing conversations with customers relating to complaints or issues via social media. All issues raised via our social medial channels will be handled offline. *The complaint form will be sent to your downloads ** The complaint initiation date (CID) is the first working day after the complaints is received. For example if a complaint is received on a Monday the CID is the Tuesday. If the complaint is received on a Saturday the CID is the following Monday (excluding public holidays