How the Consumer Code looks after you
Harron Homes prides itself in its high standards of customer care and assisting its customers with any concerns they may have, from time to time, we understand concerns or
issues can arise and we take any complaint seriously. If you have a potential concern, we would like to hear from you so we can investigate and where necessary rectify your
concern or issue. We also learn from our customers concerns to assist us in improving our future homes and customer service that we provide.
REPORTING A CONCERN
We aim to deliver high quality homes and offer excellent customer care, but sometimes during your home moving journey a concern may arise. If you have a concern with our service or Harron
home, please contact your regional Customer Services team who are best advised to assist you.
If your regional Customer Services team offer a resolution and you are happy with the outcome, then you do not need to follow the formal complaints process. If, however, you are not satisfied
that your concern has been resolved or is not managed to your satisfaction, you have the option to make a formal complaint. Information is detailed below:
FORMAL COMPLAINTS
If your concern has not been resolved, then you are able to raise a formal complaint based on the below points:
Harron Homes failedto do something we
should have done
Something has beencompleted
unsatisfactorily
You feel you have beentreated unfairly or
discourteously
We have not resolved or suitablyprogressed an issue or concern in a
timely manner (we aim for 30 days).
Then please do inform us, to give us the opportunity to review, and come back to you with a decision.
Our internal processes ensure your complaint is investigated thoroughly and a resolution will be achieved should it felt deemed the issue is Harron Homes responsibility.
CUSTOMER CARE
Should you have a complaint, please raise this with the customer services team at the regional head office from which you purchased your home.
You can email them at [email protected] or [email protected]
PROGRESS OF YOUR COMPLAINT
• Complaints will be dealt with swiftly and updates will be provided at the following key stages of the process:
• Your complaint start date is the first business day after it has been received by our customer services team.
• We will acknowledge receipt of your complaint within two working days.
• A written decision or update on how we will investigate your issue will be within ten working days.
• We may need to pass your complaint to alternative departments to review.
• Should your complaint still be open at 30 working days after the complaint start date, we will write to update you on the item raised. This will include:
• The estimated time within which a decision will be reached and a concise explanation of further steps that are required and why.
• If any items need remediation work, what work is needed and an estimated time for works will be completed.
• Where further investigations or remediation are needed, a next update will be given within twenty-eight working days.
• Items not accepted – a clear explanation for our decision will be given along with information about any applicable resolution service.
• Any complaint that remains open fifty-six working days after the complaint start date, we will write with an update on each item raised. This will include:
• A summary of what action has been taken so far.
• Details of what is still outstanding, a reason and actions being taken.
• An anticipated timescale for resolution.
• Updates will be provided until resolution when any official complaint will be closed.
IF YOU ARE UNHAPPY WITH THE OUTCOME OF YOUR COMPLAINT
If you are unhappy with the outcome of your complaint, you may be able to seek an independent review. Referrals for independent review can only be made after 56 calendar days have passed since first raising it with Harron Homes and no later than 12 months after our final response. If you are unhappy with how Harron Homes have dealt with your complaint, you may refer the matter to the NHBC who are your Home Warranty Provider in the first instance. Further information can be found via this link: https://www.nhbc.co.uk/homeowners/claims If appropriate, they might refer you to the Consumer Code for Home Builders (www.consumercode.co.uk) who run an Independent Dispute Resolution Scheme (IDRS). The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision. You are covered by the Consumer Code for Home Builders:
