Complaints procedure for new home buyers

At CY Homes and CY Developments we take enormous pride in the quality of the homes we build and the service we endeavour to deliver to our customers. We are a small company, but we still want to ensure that the house you move into meets your expectations and to have clear policies for ensuring this is the case.

Sometimes things can go wrong and this policy is shared with you so that we can resolve any issues methodically, sensibly and amicably in line with our philosophy as a builder.

Your new home is covered on your behalf by BLP Insurance (Building LifePlans Ltd) against building defects for two years. CY Homes and CY Developments abide by the BLP Code of Practice (copies of which are available on request).

If you have a complaint

Some people may have a concern, but do not wish to make a formal complaint. Either way, we want to hear about it so that we can deal with it to everybody's satisfaction. For this reason, you do not have to write us a letter; you can get in touch with us by phone, email, text or letter. You will not be charged for raising a concern or making a complaint - we want you to be happy in your home.

Who to contact

Here are the details you should use to contact us:

Contact name: Jasmine Ford
Telephone/text:* 074 7672 7497
Email address: This email address is being protected from spambots. You need JavaScript enabled to view it.
Registered office address:   Oakhanger, Oakhanger Road, Kingsley, Hampshire GU35 9JP

*Please be aware that if you telephone, you may be forwarded to an answering service so please leave a message and we will call you back.

What details we need

When you get in touch, please ensure that we have the following details:

  • Your name
  • The address of the property
  • The nature of your complaint or concern
  • How you would like us to contact you (telephone, text, email or letter)

What to expect

If you would like to meet, please ask, and we will arrange a mutually convenient date and time to do so. If we visit you at your new home after you have moved in you can expect us:

  • to act in a professional and considerate manner;
  • to treat your home with consideration in respect to footwear and floor coverings;
  • and ensure that all debris is cleared away and any area of any work is left clean and tidy.

We will endeavour to acknowledge phone calls, texts and emails as soon as possible but at least within 2 working days, and replies to letters will be sent within 2 days of receipt. We may ask you to confirm or clarify details so that we can handle your concern properly, this is to aid our understanding of the issue so that we can investigate and resolve it fully.

We will then investigate your complaint and respond to you within 28 calendar days to inform you of the time frame for a decision and the anticipated time frame in which any remedial work will be completed.

What to do if you disagree

We hope that we will come up with a mutually satisfactory response to your complaint and resolve your concerns. In the event that this does not happen and you wish to escalate the issue, we have agreed to abide by a professional code of ethics with the BLP, so here's what you should do.

  1. Talk to us again and tell us how/why we have not sorted out the issue, so that we can have another go.
  2. If that still fails, refer your complaint to the BLP mediation service who will engage with us to assess whether we can agree an amicable solution. BLP will respond within 40 calendar days.
  3. If this still does address your concerns, you can refer your complaint to the BLP Dispute Resolution Service (DRS). You will be sent a registration form and will have to pay the fee of £100 plus VAT to open your case. An independent adjudicator will try to achieve an early settlement case with us.
  4. If an early settlement is not possible, then we will respond in writing to the independent adjudicator and pay a fee of £500 plus VAT to the DRS.
  5. The independent adjudicator will make an informed decision and either instruct us to carry out remedial work or compensate you financially, and/or pay you up to £1000 for emotional distress and inconvenience; and/or reimburse your case fee; or the independent adjudicator may find in our favour.

This procedure outlines the full escalation procedure. We trust that we will never need to follow it, but would encourage you to discuss any concerns and we will make our best efforts to resolve them as soon as we can.

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