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The Complaints Procedure

Customer Complaints Procedure

We value our Customers and strive to ensure our properties and service are to the highest possible standard.

We do appreciate however that due to the nature of our business there are factors which can prove frustrating or go wrong, but please be assured we take complaints very seriously.

If you wish to report an issue with your home of which we are not yet aware, please refer to your Property Portfolio in the first instance and contact our Customer Care Team as directed.

In the unlikely event you are dissatisfied with any aspect of service we have provided, or you have any specific concerns relating to your home, we would request that you please refer to the below procedure.

How we will deal with your complaint

Informal Resolution

Most issues can be resolved by telephone/email and if you are satisfied with the outcome, then you need not go any further.

How we will deal with your complaint

Formal Resolution

If you are not satisfied with the outcome following the above, we would request that you escalate the matter in writing to our Customer Complaints Contact who will investigate the situation and pass the complaint to the Director responsible, where/if required.

When contacting us, please provide us with your full contact details and as much information as possible. This will help us to respond to you as quickly and fairly as possible.

We will send initial acknowledgement within five working days of receipt and (where appropriate) provide you with the relevant contact information for the Department Director responsible for the service provided.

Our Department Director will:

  • Fully investigate, which may require obtaining further information from you.
  • Ensure you are advised/updated of progress where relevant.
  • Do everything they can to resolve the issue.
  • Endeavour to respond fully within 15 working days of receipt.

To enable us to respond within the timescales indicated it is essential you follow the process as outlined.

Customer Complaints

Appeal

In the unlikely event that our Department Director is unable to resolve matters, you can refer your complaint in writing to our Managing Director.

Our Managing Director will acknowledge all complaints within five working days of receipt and aim to respond fully within 20 working days of receipt.

Please note:
If a new Formal Resolution Complaint is received, it will always be referred to the Customer Complaints Contact so that it can be dealt with in accordance with the Complaints Procedure.
Customer Complaints

What if you remain unsatisfied?

If you are a homeowner and are not satisfied with our final response to your complaint you may refer the matter to either your warranty provider or where appropriate you may refer it to the following bodies:

Your legal rights are not affected by this process.

Click below to download the Pennyfarthing Homes Customer Complaints Procedure.

Customer Complaints Procedure

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What Our Customers Say...

A company that goes to great lengths to help its customers.

I just wanted to thank the site manager for all his help in getting our kitchen door replaced. He went to great lengths in contacting the supplier and sending photos (twice) to ensure that this replacement door that was a good match.

Mr Forster

Pennyfarthing Homes Homeowner

Excellent customer service!

The site manager came to see me yesterday. Made a note of the outstanding issues and told me he would be in touch today. True to his word he called me first thing and by 11 am he fixed two items and the final item is booked in for next Thursday. This is customer service!

Vicki

Pennyfarthing Homes Homeowner

A lovely home that could not be bettered… Family and friends agree.

Any difficulties have been satisfactory resolved, with a special mention for Jackie and the site manager who have been fantastic.

Mr & Mrs Gallacher

Pennyfarthing Homes Homeowner

We are really grateful and very impressed with the care and attention Pennyfarthing Homes has provided at every stage of the process of acquiring the lovely new home Pennyfarthing have built for us. We could not have asked for a nicer experience and you are all to be congratulated.

Mr Leavesley

Pennyfarthing Homes Homeowner

We like the overall combination of building style, quality and layout. The particular property we are in has needed to be done in a sympathetic manner to its surroundings. This we think has been achieved successfully.
The higher than normal ceiling height relative to most new builds has also been very noticeable.
The handover manual supplied with the home is more comprehensive than others we have experienced.

Mr & Mrs Burden

Pennyfarthing Homes Homeowner

Compared to the large national house builders, the specification of Pennyfarthing homes is lovely, my home is designed well, is spacious, has plenty of storage and the site as a whole is really attractive and well located. ‘Home’ is really important to me and I feel very fortunate to have found this one.

Potters Wood Resident

Pennyfarthing Homes Homeowner