Bloor Homes | Complaint Process

Our commitment to you

We put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and we take complaints very seriously.

Although we hope you will not have any problems with your new home or the service you have received, we are committed to looking after our homeowners from their first visit and after we hand over the keys. So if you have a complaint, we ask you to let us know so that we have the opportunity to resolve the issue and learn from it.

Reporting An Issue

Our Customer Care team are here to listen and review your concerns if you feel that we have

Failed to do something we should have done

Done something incorrectly

Treated you unfairly or discourteously

We can be contacted during office hours (8.30am to 5.00pm, Monday to Friday) by telephone or email, whereby a member of our Regional Customer Care team will confirm receipt of your complaint within 2 working days.

You can find the appropriate contact details for your Regional Customer Care team on on your original welcome correspondence from the team 24 hours after you move in, or alternatively you can reach our Regional Offices here who can direct your enquiry to the appropriate person.

Any reports made outside of office hours (8:30am to 5:00pm, Monday to Friday) will be received on the next working day, with receipt confirmed by the Regional Customer Care team within 2 working days following.

Informal Complaints & Requesting A Call Back

If you have already been dealing with our Customer Care team, and have not been satisfied with the handling of your concerns, we kindly ask you to contact us to request a call back from the appropriate manager.

Our management team are here to help.

Select from the list of 9 Regional Offices below to submit your email request for a call back from a manager, noting your plot number and development name.

If you are unsure of your Regional Office, please contact our Head Office, noting your plot number, address and development name so the team can direct your query appropriately.

Our Eastern Region has developments in Cambridgeshire, Essex & Suffolk.

Click here to request a Manager Call Back

TELEPHONE: 01284 777537

Our East Midlands Region has developments In Leicestershire, Nottinghamshire and Warwickshire.

Click here to request a Manager Call Back

TELEPHONE: 01455 249420

Our Exeter Region has developments in Devon.

Click here to request a Manager Call Back

TELEPHONE: 01392 342700

If you are unsure on which Regional Office to contact, please contact our Head Office who will direct you appropriately.

Click here to request a Manager Call Back

TELEPHONE: 01530 270100

Our Midlands Region has developments in Derbyshire, Leicestershire, Nottinghamshire, Shropshire, Staffordshire, Warwickshire & the West Midlands.

Click here to request a Manager Call Back

TELEPHONE: 01827 302020

Our North West Region has developments in Cheshire, Greater Manchester, Merseyside and Lancashire.

Click here to request a Manager Call Back

TELEPHONE: 01477 536542

Our South Midlands Region has developments in Buckinghamshire, Bedfordshire, Cambridgeshire, Hertfordshire, Northamptonshire & Oxfordshire.

Click here to request a Manager Call Back

TELEPHONE: 01604 684446

Our South West Region has developments in Gloucestershire, Hampshire, Somerset and Wiltshire.

Click here to request a Manager Call Back

TELEPHONE: 01793 835605

Our Southern Region has developments in Berkshire, Dorset, Hampshire, West Sussex, Wiltshire & Surrey.

Click here to request a Manager Call Back

TELEPHONE: 01635 39736

Our Western Region has developments in Gloucestershire, Herefordshire, Oxfordshire, South Birmingham, Warwickshire & Worcestershire.

Click here to request a Manager Call Back

TELEPHONE: 01684 278144

Formal complaints process

If you are dissatisfied with the outcome of your informal complaint, you can log a formal complaint by following our procedure set out below. Your formal complaint will be reviewed by management and we will aim to reach a mutually acceptable solution.

STAGE 1

Please address your complaint in writing to the Head of Customer Care at your Regional Office. Your complaint will be logged and acknowledged within 5 calendar days from your complaint initiation date. Your complaint initiation date is the first working day after the complaint has been made.

Upon the initiation of the investigation by the Head of Customer Care, a Pathway to Resolution letter will be issued within 10 days to outline the process for investigating your complaint.

Once your complaint has been investigated, we will respond in writing within 30 calendar days.

STAGE 2

If your complaint has not been resolved to your satisfaction, then please address your complaint in writing to the Regional Managing Director at your Regional Office.

Your complaint will be responded to in writing within a further 10 calendar days.

STAGE 3

In the unlikely event you remain dissatisfied with the outcome at this stage, then please address your complaint in writing to the Divisional Chairman at our Head Office.

Your concerns will now be reviewed and responded to in writing within a further 10 calendar days.

The Divisional Chairman has full and final responsibility for resolving your complaint, but can only do so if the steps above have been followed.

FINAL STAGE

If you are dissatisfied with how we have dealt with your complaint, you may be able to refer it for independent review. Referrals can only be made after 56 calendar days have passed since first raising it with us and no later than 12 months after our final response.

Where you direct your referral depends on when you reserved your home.

If you reserved your home before 4th July 2023 then you will be covered by the Consumer Code for Home Builders, if you reserved after the 4th July 2023 you will be covered by the New Homes Quality Code.

*Regional Office locations covered are correct as per date of publication. Please be aware that these locations can vary over time.

Full Bloor Homes terms and conditions can be found here.

Locations

Developments

Eastern REGION

East Midlands REGION

Exeter REGION

Head Office

Midlands REGION

North West REGION

South Midlands REGION

South West

Southern REGION

Western REGION