HERE TO HELP

Complaints Process

We want every customer to have a positive experience with Harron Homes, but we understand that sometimes things don’t go as expected.

If you’re unhappy with the service you’ve received or we haven’t been able to resolve an issue, please let us know. We’ll take your concerns seriously, explain what happens next and work with you to reach a resolution.

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Need to report an issue with your home?

If you’ve discovered an issue or defect with your Harron home, your first step is to contact your regional Customer Services team.

They’ll review your concerns and, where a defect is valid, work with you and our site teams to arrange any necessary rectification works.

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REPORTING AN ISSUE

How to raise a formal complaint

If we’ve been unable to resolve your issue and you’d like to make a formal complaint, this must be submitted in writing to the Customer Services team for the region in which you purchased your home.

Yorkshire

yorkshirecustomerservices@harronhomes.co.uk

North Midlands

northmidlandscustomerservices@harronhomes.co.uk

When contacting us, please include your full name and property address so we can identify your home and investigate your complaint. If the complaint relates to you and another joint purchaser, please also provide their full name.

What happens next

Once we receive your formal complaint, a dedicated member of our Customer Services team will manage it through our complaints procedure.

1

We'll acknowledge your complaint

We'll acknowledge your complaint in writing within five working days of it being made and confirm that it has been received and is being reviewed.

2

We'll investigate

We'll investigate your complaint and provide a detailed response within 20 working days of it being made.

Our response will explain the outcome of our investigation and, where applicable, the action we'll take, anticipated timescales for resolving the issue or any further investigation required.

If we don't accept all or part of your complaint, we'll explain the reasons why.

 

3

We'll keep you updated

If further investigation or action is needed, we'll explain what happens next and keep you updated on progress and anticipated timescales.

Once any further investigation is complete, we'll provide a written final response explaining which parts of your complaint we agree with and, where applicable, which parts we don't agree with and why.

4

Closing your complaint

Once your complaint has been resolved, we'll provide a written closure response confirming the outcome and details of any agreed actions.

Where applicable, we'll also explain your options for referring the matter for independent review.

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IF YOUR COMPLAINT REMAINS UNRESOLVED

Independent review

If your complaint becomes a dispute, you may be able to refer it to the Consumer Code for Home Builders' Independent Dispute Resolution Scheme (IDRS), your Home Warranty Body, or both where appropriate.

A dispute can be brought to the Independent Dispute Resolution Scheme once 56 calendar days have passed since you first raised your complaint with us and no later than 12 months after our final response.

If an issue isn't covered by your New Home Warranty, your Home Warranty Body may provide details of the Consumer Code's Independent Dispute Resolution Scheme.