Complaints Procedure

We recognise that occasionally things can go wrong, and whilst we always endeavour to address any issues quickly and to your satisfaction, we understand that there may be times when you feel you want to take your concerns further. We do take complaints very seriously and we aim to deal with all complaints fairly, within a reasonable time frame and where appropriate, with a full and impartial investigation.


STEP ONE: Informal Process 


In the first instance, should you have any concerns prior to occupation, you should speak to your Sales Executive who will be happy to address any queries you may have. 



If your concerns are after you have moved into your home, you can contact the Create Care Team, who will be happy to help you. We endeavour to make sure our customers are satisfied with the service we are providing and if not, we ask for the opportunity to make this right for you within a reasonable timeframe. 


STEP TWO: Formal Process

In the unlikely event that we are unable to resolve your initial concerns through this informal stage, you do have the option to make a formal complaint. If you are still not satisfied, you should in the first instance write a formal letter of complaint to the Managing Director. Please allow seven days for a response to this formal complaint. 

If you are not happy with the response or outcome, and you feel that Create Homes has not adhered to the contract between yourselves and the company, you can contact the Consumer Code for Home Builders or your warranty provider to discuss your concerns. These independent bodies work with customers and homebuilders to provide resolutions when an agreement cannot be reached through steps 1 and 2. Customers may also wish to seek legal advice at this stage. 

Your warranty provider details can be found on your customer portal online account which was provided at handover:



PLEASE NOTE: It is against Create Homes’ company policy to use social media as a platform for ongoing conversations with customers. Any issues raised should be handled offline by all parties, via telephone and/or email. Create Homes will not tolerate defamation and may exercise legal rights in the event that any inaccurate statements are made. 



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