Complaints 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. 

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 5 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 5 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. 

Formal complaints process

We have a robust process to ensure that your complaint is properly investigated and followed up on:

• Please raise your complaint with Regional Bloor Homes Customer Care Department.
• We will acknowledge all complaints within five days of the complaint initiation date*.
• We will investigate your concerns and send a response detailing our proposed pathway to resolution within 10 days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
• We will send a full complaint assessment response within 30 days. If the complaint is resolved, this will confirm the steps taken. If the resolution is still underway, the response will detail what has caused the delay and the anticipated date for resolution.
• Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
• In the unlikely event that the complaint remains unresolved after 56 days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will update you no less than every 28 days until the matter is resolved.
• We hope we can resolve most matters without further escalation. However, if your complaint is not resolved in accordance with this procedure or you remain dissatisfied with the outcome, you may be able to refer it to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman Service (www.nhos.org.uk).
• It is within the New Homes Ombudsman Service discretion to decide when or if to accept a complaint, in accordance with the Scheme Rules. The New Homes Ombudsman Service can accept complaints that have arisen from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant. 

*The complaints initiation date (CID) is the first working day after receiving a complaint. For example, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).