Complaints Procedure

Complaints Procedure

While we strive to ensure your experience is positive before and after moving into your new home, we understand that sometimes issues can arise.

We take all complaints seriously and have established a comprehensive process to investigate and resolve any concerns you may have.

Formal Complaints Process

Step 1: Contact our Customer Service

  • Email your concern to our Customer Service at customerservice@heritagehomes.co.uk. Please include a contact number and a clear explanation of the issue.
  • We will acknowledge receipt of your complaint within 5 working days.
  • A detailed response will be provided within 20 working days, in accordance with Consumer Code guidelines.

Step 2: Escalate to Operations Director

  • Should you feel your complaint has not been adequately addressed your concern will be escalated to our Operations Director for a final review.

Additional Support

If you remain dissatisfied with how we have handled your complaint after completing our internal process, you may refer the matter to your warranty provider under the Consumer Code guidelines.