At Owl Homes, we are committed to delivering high-quality homes and exceptional customer service. If you feel that your expectations have not been met, we want to hear from you. Your feedback helps us improve and ensures we resolve issues quickly and fairly. We follow a structured, three-stage complaints process in line with the Consumer Code for Home Builders, ensuring all complaints are addressed professionally and transparently.
Raising Your Complaint
If you have a concern or complaint, please contact our Customer Service Team:
Phone: 01827 317791
Email: customercare@owlhomes.co.uk
If your complaint relates to your purchase and you have not yet completed, please contact the Sales Team at the relevant development.
All complaints must be set out in writing
What you can expect:
- Your complaint will be acknowledged in writing within 5 calendar days of receipt.
- A more detailed response will be provided within 20 working days from the complaint being made. If further investigation is required then this will be detailed in the response and appropriate timescales will be provided.
- If we are unable to resolve the matter at this stage, you may escalate it further.
If Your Complaint Remains Unresolved:
If, after completing our internal complaints process, you are not satisfied with the outcome, you may:
Refer your complaint to your Home Warranty provider (e.g. NHBC) for issues covered under the warranty.
Use the Independent Dispute Resolution Scheme (IDRS), available under the Consumer Code for Home Builders, for disputes not resolved through the above steps.
You may do so if;
a) You do not receive a response from us within 20 working days of a complaint being made
b) If you are dissatisfied with the response and we are unable to reach an amicable resolution with 56 calendar days of the complaint being made.
c) If the defective, faulty or incomplete works or issues arising are not resolved within the timescales as agreed in the detailed response
You must refer your complaint to the IDRS within 12 months of the builder’s final complaint response. The service is impartial and independent.
Using the IDRS or Owl Homes’ complaints procedure does not affect your normal legal rights. If the issue or complaint is not covered by the New Home Warranty, the Home Warranty Body may give the buyer details about the Code’s Independent Dispute Resolution Scheme.
For more information:
- Consumer Code for Home Builders: www.consumercode.co.uk
- NHBC Homeowners: www.nhbc.co.uk/homeowners or call 0844 633 1000
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Important Note: This policy applies to complaints regarding new homes reserved on or after 1 January 2024, in accordance with the latest Consumer Code guidelines.
If you need help understanding this process, please contact us and we will be happy to assist.
