Formal Complaints Process

Formal Complaints Process

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 so we take complaints very seriously.

If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Reporting an issue:
Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.

If you have a complaint that we have:

• Failed to do something we should have done
• Done something badly
• Treated you unfairly or discourteously

Then please do contact us and allow us the opportunity to put it right.

Informal complaints:
If you can resolve any issue informally with our team and are happy with the outcome, then you need not use our formal complaints procedures. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.

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

• Please raise your complaint with Sky-House Customer Care by emailing customerservices@sky-house.co
• We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.
• We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar 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 by no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken. In the event that 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 very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved.
• We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint 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 which development you purchased at.

For our Fox Valley, Waverley 2, Oughtibridge Mill and Rother Valley developments please click here.

For our Waverley Central development please click here.

*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, 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 the following Monday (excluding public holidays).