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Formal Complaint Process

Croudace puts the same high standards of care into looking after our customers as we do into building our homes. However, we understand that issues can sometimes arise, and we strive to resolve complaints promptly and fairly. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code. Our complaints procedure aligns with the New Homes Quality Code (NHQC) and integrates with the New Homes Ombudsman Service (NHOS) requirements to ensure transparency and efficiency. 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

New customer in the process of buying: please raise your complaint via the Croudace Sales Administration team (sales@croudace.co.uk). Your complaint will be investigated by the Sales Manager for the appropriate region.

Existing owner of a Croudace home: please raise your complaint via the Croudace Customer Care team (customercare@croudace.co.uk). Your complaint will be investigated by the Customer Care Complaint Handler.

Step 1: Acknowledgment. We will acknowledge all complaints within 5 calendar days of the Complaint Initiation Date (CID).

Step 2: Initial Review and Pathway to Resolution. Within 10 calendar days, you will receive a written "Path to Resolution" response that includes:

  1. Details of how we will investigate your complaint.
  2. Proposed steps to resolve the issue.
  3. Anticipated timelines for resolution.
  4. If additional information or documentation is required from you, we will re-quest it within the first 5 days of the complaint being acknowledged to avoid delays.

Step 3: Detailed Assessment and Response. Your complaint will first be reviewed by the dedicated Complaint Handler within the Customer Care team, who will provide a detailed assessment and response within 30 calendar days. If further investigation is required, we will explain any delays and provide updated timelines.

  • This response will include:
    • Whether your complaint is accepted, partially accepted, or rejected.
    • Actions taken to address the issue.
    • Next steps, if applicable.
    • If you are not satisfied with this initial response, your complaint can be escalated through the following tiers:
    • Tier 1: Head of Customer Care or Departmental Director
      • If you remain dissatisfied after the Complaint Handler's response, you may request that your complaint is reviewed by the Head of Customer Care or the Director responsible for the relevant discipline. This review will take place within 10 calendar days of escalation.
    • Tier 2: Regional Managing Director
      • If the issue is still unresolved, your complaint will be escalated to the Regional Managing Director for a final review. This review will also take place within 10 calendar days of escalation.

Step 4: Ongoing Updates. In the very unlikely event that the complaint remains unresolved after 56 calendar days of the CID, we will send a further response, an “Eight-week Update”, summarising the action that has been taken to date, setting out what is outstanding and why, an explanation of any factors contributing to de-lays, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 28 days after this until the matter is resolved.

Step 5: Closure Response. Once the complaint has been resolved, we will send a closure response which confirms what action has been taken, the outcome and how to refer your complaint to the NHOS if you remain unsatisfied. All customer feedback is reviewed as part of our continuous improvement efforts to enhance service quality.

Referral to the NHOS

It is within the New Homes Ombudsman Service's 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 and only after 56 calendar days after the CID have elapsed. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider if relevant. Contact details for the NHOS are: