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Woman on phone contacting Thomas Homes

complaints process

our commitment to you

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. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code. Please also see out Customer Charter for more information.

If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it. 

Reporting an issue

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed. 

If you have a complaint that we have: 

  • Failed to do something we should have done
  • Done something badly
  • Treated you unfairly or discourteously

Then please do contact us and allow us the opportunity to put it right. 

Informal complaints: 

If you are able to resolve any issue informally with our 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 process: 

We have a robust process to ensure that your complaint is properly investigated and followed up: 

  • Please raise your complaint with Jane Wood via email to jane.wood@thomashomes.co.uk
  • We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.
  • We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
  • We will send a full complaint assessment response by no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken. In the event that there solution 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 response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution.  We will also keep you updated no less than every 30 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 this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, or the New Homes Ombudsman Service. 
  • 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 New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider if relevant. 

*The complaint 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). 

 

If you are unhappy with how we have dealt with your complaint

If you reserved your home before 6th February 2024 you will be covered by the Consumer Code:

consumer code for home builders logo

Under the Consumer Code for Home Builders (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty Provider in the first instance, eg Premier Guarantee.

If appropriate, they might refer you to the Consumer Code for Home Builders who run an Independent Dispute Resolution Scheme (IDRS).

The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.

 

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If you reserved your home from 6th February 2024 then you will be covered by the New Homes Quality Code:

Under the New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to the New Homes Ombudsman Service (NHOS) (www.nhos.org.uk).

The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication.

 

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Using our formal complaints process, the Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.