At St. Modwen Homes, we pride ourselves on the experience we provide our customers both existing and new. We will be genuine, honest and treat all customers fairly with respect and be transparent throughout. Our people are committed to building homes to a high standard and want our customers to be delighted with the purchase of their new home. Our customers are at the heart of everything we do, however, we understand that things don’t always go to plan, and we don’t always get things right.
We have made our complaints procedure as simple as we can, ensuring your concerns are addressed and resolved as quickly as possible, so you can continue to enjoy your new home with minimal stress and disruption. We have set our complaints policy out in these simple steps:
Raise a concern
If you have a concern irrespective of whether you have moved into your new home or not, then your starting point is to email our Customer Service Team. Your concern will be acknowledged within 2 working days of receiving your email.
Most issues are resolved at 1st contact and rarely need progressing.
To contact our Customer Service Team for the North and Midlands region please email: customerservice@stmodwenhomes.co.uk . To contact our Wales, South West and South East region please email: customerservicesouthwest@stmodwenhomes.co.uk
Stage 1 – Let us know about a complaint
If you feel that your concern has not been addressed in a satisfactory manner in line with our customer service charter you may wish to make a formal complaint. At St. Modwen Homes we view all complaints as an opportunity to learn and improve our services.
To raise a complaint please email hocs@stmodwen.co.uk and include the following details:
- Your name, address and contact details
- Your preferred contact method (e.g., email or phone)
- A clear description of your complaint
- An overview of your issue
- If you have been in touch with us previously regarding this issue and the name of the team member you were last in contact with
- What outcome you are hoping for to resolve the situation
- Any supporting evidence such as photographs or documents
Upon receipt of your complaint, you can expect the following responses from our team:
Within 5 days (from the first business day after receiving your complaint): Written acknowledgement.
No later than 10 days from the complaint start date: ‘Path to Resolution’ from the relevant Sales or Customer Service Manager, outlining how your complaint will be investigated.
No later than 30 days from the complaint start date: ‘Complaint Assessment and Response’, detailing the outcome of the investigation and whether or not your complaint has been upheld. Any further action and next steps will be explained in this correspondence.
Eight-week (56 day) letter: In the unlikely event that your complaint has not been concluded within this time, we will write to you to explain what action has been taken to date, the reasons for any delays and an expected date for resolution of any outstanding concerns. Further updates can be expected at least every 28 days thereafter up until all matters are resolved.
Stage 2 – Escalate your complaint
If you are dissatisfied with the outcome of your complaint, you may request that your complaint is reviewed by the relevant Head of Customer Service. If you wish to escalate your complaint to stage 2 of the process, please email your request to hocs@stmodwen.co.uk detailing the reason for escalation. The relevant Head of Customer Service will acknowledge receipt of your request within 5 calendar days and provide you with a full response within 10 calendar days. They may wish to contact you by phone or visit you in person to discuss your concerns in more detail, please indicate your preferred method of communication in your email.
Stage 3 – Final Stage
In the unlikely event that you remain unhappy with the outcome at stage one and two, the Customer Service Director responsible will independently review your concerns. A full response will be sent to you of the conclusion, including St. Modwen Homes full and final position on all matters raised within 10 calendar days.
If you wish to proceed to our final complaints stage, then please email hocs@stmodwen.co.uk and state the reason you wish for your complaint to be reviewed.
We hope that we will be able to resolve your complaint through the St. Modwen complaints procedure. However, if you remain unhappy with our decision, or how we have managed your complaint you have the opportunity to escalate to independent bodies who will be able to guide you and advise you on the next steps,. Further details can be found here: NHQC Complaints – New Build Homes – St Modwen Homes.
