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Already own your Ward home? You’ll find dedicated support and contact details here.

Customer Service 

The Customer Service Department should be your first point of contact should you experience any queries. Please choose one of the links from the list below, so we can provide you with the best contact details.

In the event of an emergency 

Ring the customer service department or out of hours call the emergency line on:

0345 117 0668 

Please note this service is only available during the first two years of ownership.

Emergency Phone lines are open weekdays between the hours of 5pm until 9am and 24hrs on weekends. Please note non-emergency calls cannot be dealt with outside office hours.

What classifies as an emergency?

Complaints procedure

In the unlikely event that you are dissatisfied with any aspect of the service you have received from us under our charter, please see our complaints procedure below.

Most complaints can be dealt with informally by contacting our office and speaking to one of our dedicated customer service staff. 

Where this is not the case, and you're not satisfied that the matter has been resolved, you can make a formal complaint using our Complaints form. You can see how we deal with formal complaints below.

Want to go to the Complaints form now?

Make a complaint

How we handle your complaints

Step 1
Step 1

Please address your complaint to the Customer Service Department, at the Division from which you purchased your home.  A list of Divisional contract addresses can be found above. We would ask you to complete our “Comments & Complaints".

We aim to acknowledge your complaint within 3 working days.

Want to go to the Complaints form now?

Step 2
Step 2

If for any reason you are dissatisfied with our response, you can escalate your complaint to the Divisional Managing Director at the relevant Ward office. Clear details of the reason why you are dissatisfied with the response and any other supportive evidence should be provided. It is important that we receive all formal complaints or appeals at this step in writing so that we can keep an accurate record of your concerns and ensure that all matters raised are responded to.  If you are unable to make a complaint in writing make alternative arrangements. We aim to acknowledge your complaint in three working days, and respond within 15 working days.

The Regional Managing Director will also be notified of the matter.

Step 3
Step 3

In the unfortunate event that the Divisional Managing Director is unable to resolve matters at Step 2 and you wish to refer your complaint to Step 3, the final stage of our formal complaints procedure, the complaint must be done so formally in writing, clearly setting out the following:

  • Details of the nature of the complaint
  • Any steps that have been taken to try and resolve the complaint
  • Statement as to why you remain dissatisfied
  • Reasonable steps that you wish to see taken to resolve the matter

Your concerns 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.

We will acknowledge your complaint within 3 working days and reply fully within 15 working days or write to you explaining the steps we are taking to investigate your complaint, giving a date by which we will be able to reply in full.

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. 

Fill in a Complaint form now