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.  Bonds Builders are a Registered Developer with the New Homes Quality Board www.nhqb.org.uk, and comply with the New Homes Quality Code. 

 

Should you have a complaint either before or after your sale has legally completed, we kindly ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.  This could be that we have failed to do something we should have done, done something badly, or treated you unfairly or discourteously. 

 

Please raise your complaint with us 

 

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• We will acknowledge your complaint in writing within 5 calendar days of the complaint initiation date*. 

• We will investigate your concerns and send a written response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*.  This will explain how we plan to resolve the issue, along with the steps and anticipated timescales. 

• We will send a full complaint assessment written response by no later than 30 calendar days of the complaint initiation date*.  If the complaint has been resolved, this will confirm what steps were taken.  If 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 written response to provide information on what has caused the delay, what the next steps are and the anticipated date for resolution.  We will also keep you updated at least every 28 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 our procedures, or you remain dissatisfied with the outcome, then you may choose to contact the New Homes Ombudsman Service (NHOS) www.nhos.org.uk.  

 

It is within the New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The NHOS can accept complaints that have arisen within two years of the legal completion date. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider if relevant.  

 

*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). 

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EMERGENCIES

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For emergencies outside of normal office hours (between 5pm and 8am weekdays or during weekends/public holidays), please phone:

EMERGENCY OUT OF HOURS CONTACT NUMBER: [07799417841].

 

Please note, the following situations constitute an emergency:

 

• Complete failure of the heating systems and/or hot water system#.

• A water leak or flooding that cannot be contained.

• A complete failure of the electrics*.

• Flooding caused by blocked drains that threatens to enter the home.

• Security - a fault to a window or external door causing a loss of security; or

• Any other situation that causes a risk to life.

 

#Before reporting an emergency, please ensure that the problem is not caused by a general failure in the area. Go to  https://powercuts.nationalgrid.co.uk/ first.

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