Our Commitment to you
We put the same high standards of care and attention into looking after our customers as we do into building our homes. However we appreciate that sometimes things can go wrong and so we take complaints very seriously. If you do have a complaint we want you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.
We also adhere to the Consumer Code for Home Builders (www.newhomesconsumercode.com) Neither this procedure nor the Code’s dispute resolution procedure affect your normal legal rights.
Service Requests
Although we hope there will be no problems after you have moved in to your new home, our commitment to you continues for 2 years after the sale has been completed. If you want to tell us about a problem with your home of which we are not yet aware please contact your local customer service department.
If they do not resolve it to your satisfaction please refer back to this Complaints Procedure.
Dealing with your complaint
If you have a complaint that we have:
• Failed to do something (including a Service Request) we should have done or
• Done it badly or
• Have treated you unfairly or discourteously
then please raise it with us and allow us the opportunity to put it right.
To enable us to respond within the timescales shown below it is absolutely essential you follow our service procedures, outlined in our customer charter which is available from our website. For non-emergencies, this starts with you directly contacting your customer service department.
Informal Complaints
If you are able to resolve any issue informally, in person or by telephone with your local divisional office 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 Procedure
Feedback and comments from you will reach a series of people in our business dependent on how quickly we resolve your problem.
We have introduced a three step process to ensure that your complaint is first investigated at a local level by a Customer Service team in the division.
Our business is comprised of local divisions, each headed by a Managing Director who reports to their Regional Managing Director.
Regional Managing Directors report to our Group’s Executive headed by Chief Executive, Mark Clare.
Step 1
Please address your complaint to the Customer Service Department, at the Division from which you purchased your home. A list of Divisional contact addresses can be found on our website. We would ask you to complete our “Comments & Complaints form”, a copy of which is also available on our website, along with this note and our Customer Charter.
We will acknowledge all complaints within 3 working days and either reply fully, within 15 working days of receipt or reply within 15 working days to advise you of the steps we are taking and to give a date by which we will be able to reply fully.
Step 2
We would hope that all complaints would be resolved at Step 1. However, if you remain unhappy your complaint should then be referred to the Managing Director of the relevant Division.
If you advise the Divisional Customer Service Department at Step 1 of your continuing dissatisfaction they will pass matters on to the Divisional Managing Director so that you do not have to.
The Divisional Managing Director will acknowledge all complaints within 3 working days and either reply fully within 15 working days of receipt or reply within 15 working days to advise you of the steps we are taking and giving a date by which they will be able to reply fully.
On investigating matters the Divisional Managing Director must notify their Regional Managing Director so that they become aware of the complaint.
Step 3
In the unfortunate event that the Divisional Managing Director is unable to resolve matters at Step 2 then your complaint should be addressed to our National Customer Service Manager, at:
Barratt House City West Business Park Scotswood Road Newcastle upon Tyne NE4 7DF.
The National Customer Service Manager is part of the Group Chief Executive’s team and will ensure that the Chief Executive, Mark Clare, is also made aware of your complaint at this stage when we call it a “Group Complaint”
If you confirm your dissatisfaction to the Managing Director at stage 2 they will pass papers on to Step 3 for you so that you do not have to.
We will acknowledge your complaint within 3 working days and either reply fully within 15 working days or write to you within 15 working days explaining the steps we are taking to investigate your complaint and giving a date by which we will be able to reply fully.
Please note
If any new complaints are received at Step 2 or 3 they will be referred back to Step 1 so that they may be dealt with in accordance with this Complaints Procedure.
We value your feedback. Please help us get it right first time.
Click to complete the Complaint Form.
Ward Homes