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Complaints Procedure

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 three simple steps:

Stage 1 – 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 48 hours of receiving your email and our Customer Service Team will forward your complaint to the relevant  Sales Manager or Customer Service Manager responsible for your development to contact you in the first instance.

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

We aim to address all concerns within 7 working days from receipt.

Stage 2 – 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 escalate your complaint further please email the Head of Customer Services at hocs@stmodwen.co.uk. Your complaint should be set out clearly, identifying your concerns of dissatisfaction along with your address and contact details. Receipt of your complaint will be acknowledged within 48 hours, and you will receive a full response from a member of the Senior Management Team within 10 working days. In the unlikely event we need more time to investigate things, we will provide an explanation on how we are progressing your complaint.

Stage 3 – Final Stage

In the unlikely event that you remain unhappy with the outcome at stage one and two, the appropriate Director responsible will independently review your concerns. This will either be our Sales Director, Jo Winston who can be reached on jwinston@stmodwen.co.uk or our Customer Service Director Ilan Shapiro who can be reached on ishapiro@stmodwen.co.uk. A full response will
be sent to you of the conclusion, including St. Modwen Homes full and final position on all matters raised within 14 working days.

If you wish to proceed to our final complaints stage, then please contact one of the above Directors and provide the following details with your email:

  • 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
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