Complaints Procedure

Complaints Procedure

A copy of the Consumer Code Requirements and NHBC Guide to Your New Home has been provided to you at the time of reservation for you to refer to.

In the unlikely event that you are not happy with aspects within your new Broadgate Home, please refer to the following procedure to make a complaint.

1. Introduction

This procedure sets out how complaints will be handled regarding the quality of work, delays, communication, or other concerns relating to the building project. Our aim is to resolve matters quickly, fairly, and transparently.

2. How to Make a Complaint

In Writing: Send your complaint by email or letter to Broadgate Homes Ltd:

  • Email to contactus@broadgate-homes.com
  • Post to Broadgate Homes, 519 Broadgate, Weston Hills, Spalding, Lincolnshire, PE12 6DB.

Information to Include:

  • Your name, address, and contact details
  • Development, Plot Number and Property address
  • Description of the issue(s)
  • Dates and relevant background
  • Any supporting evidence eg photos, reports, correspondence

3. Acknowledgement

We will acknowledge written receipt of your complaint within 5 working days.

4. Investigation

A designated person will review your complaint and may contact you for further details.

We may arrange an inspection or meeting to assess the issue.

5. Response Timescale

We will provide a full written response within 20 calendar days of receiving your complaint. If more time is needed, we will explain why and give a revised timescale.

6. Resolution

If your complaint is upheld, we will outline the agreed actions, timescales, and any remedial work.

7. Escalation

If you are not satisfied with our response, you may escalate your complaint to:

NHBC Resolution Service (if applicable)

Consumer Code for Home Builders

Independent Dispute Resolution Scheme

Contacting one of these schemes does not affect the Buyers normal legal rights and may be raised with the Independent Dispute Resolution Scheme after 56 days have passed since complaint first raised, but no later than 12 months after the final response to the complaint.

8. Record Keeping

We will keep a record of all complaints and their outcomes for at least 3 years.

9. Review

This procedure will be reviewed annually to ensure it remains effective and fair.

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