At Redrow we understand that buying a new home is probably one of the biggest decisions you’ll ever make. It’s a major financial commitment too. That’s why you need to make the right decision about who to buy from. At Redrow we like to make it as easy as possible for you to buy your dream home. So, as soon as you choose to buy, we’ll provide you with your own dedicated Customer Service Team to guide you through the entire process. They’ll always be on hand to give you the best possible advice and to help take away the stress at every stage.
They’ll give you all the information you could possibly need about your new home, provide regular updates on the progress of your build and keep you fully informed on the legal side of things right from reservation to completion. They’ll even help you to choose the fixtures, fittings and exciting optional extras that make a house a home!
Of course, if you’d rather take more control of matters, you should sign in to My Redrow. It’s a whole new way to buy your home and it’s unique to Redrow. Join up and you can see every location and property we have on offer, choose your favourites and save them to your own list. You can make all your appointments, your reservation, handle the legal details, select your home’s décor and even order all those extra special finishing touches online – all from the comfort of your favourite armchair. You needn’t feel alone though. If you have any questions at all, just pick up the phone. Your Customer Services Team will be ready for your call.
And it doesn’t end there. At Redrow we believe that Customer Service shouldn’t come to an end just because you’ve completed your purchase. We’ll be there for as long as you need us, helping in any way we can. Plus, when you move into your new Redrow home, you’ll be given a personalised ‘Homefile’ full of practical information and handy hints about every aspect of your home. It’ll be useful for years to come and also contains all the numbers to call if you’d like our help with anything.
It’s our unique way of looking after our customers. And it’s another one of those personal touches that makes Redrow that little bit different.
As a premium homebuilding company, we want you to have absolute confidence when buying a new home from us. That’s why we’ve created a list of rules that every Redrow employee is trained to adhere to. We call it the Redrow Customer Charter.
The Redrow Customer Charter
At Redrow, we are committed to delivering a quality service to you, our customer, throughout the whole homebuying process and beyond.
We also comply with the requirements of the Consumer Code for Home Builders ("Consumer Code").
The "Consumer Code" is displayed in our Marketing Suites and available on the USB in the reservation pack issued to you when you begin the process of buying a new home.
As your homebuilder we will:
- Provide you with full details and clear information about your chosen home
- Provide trained and knowledgeable staff to assist you in the buying process
- Be available to answer any questions you may have and will provide you with any relevant contact details
- Assist you during the selection of Standard Choices and Optional Extras for your new home
- Provide you with health and safety advice to minimise the risk of danger during construction and in the use of your new home after you move in
- Provide you with reliable information about the Buildmark Cover, and any other cover from which you may benefit
- Keep you fully informed about the completion and occupation of your new home
- Ensure that the functions and facilities of your home are demonstrated to you prior to moving in
- Inform you about the after-sales service we provide, as set out in the Homebuyer Guide. Our aim is to deal effectively and efficiently with both routine service matters and with any emergencies
We will always treat our customers with respect and civility and ask that you show our colleagues and working partners the same courtesy. Abusive, threatening or otherwise incendiary language and behaviour towards our team will not be tolerated. Unreasonable, persistent contact is also unacceptable. In the event that any of these situations arise we may be forced to take whatever measures we deem necessary to protect our colleagues and partners including ceasing communication.
Redrow are committed to providing homes and service to the highest standard; our aim is that you will enjoy living in your new home. Our customers are at the heart of everything we do, but despite the care we take, we understand that sometimes things can go wrong.
If you have a concern or feel dissatisfied, we want to know so we can try to put things right.
If you haven’t previously raised an issue with your Divisional office, that is the place to start.
For Sales matters you should contact your local sales office and for anything else you should contact the customer services team. The appropriate colleagues there will listen to your concerns and do the up most to resolve the matter for you.
Once you have given the divisional office the opportunity to deal with your complaint, should you remain dissatisfied with the outcome, you may wish to make a formal complaint. You can do this by following the complaints process set out below.
Formal complaintsFormal complaint stage one
If you have a complaint relating to a matter which has been considered previously by the divisional office and you are unhappy with the outcome you may wish for this to be reviewed.
Our local management teams are best placed to deal with any issues relating to your home, development or recent communication, so in the first instance, your complaint will be investigated by the appropriate Head of Department at the divisional office.
Please submit a complaint at this stage using the relevant email links from the list below.Formal complaint stage two
If you are not satisfied that the problem has been fully resolved or consider that the handling of your complaint has not been adequate and remain dissatisfied with the response from the divisional Head of Department, you can request that a review is completed by the local Managing Director.
Please submit a complaint at this stage using the relevant email links from the list below.Formal complaint final stage
We hope that all formal complaints can be addressed by the local management team, however, in the unlikely event that you remain unhappy with the outcome at stages one and two the Regional Chief Executive will independently review your concerns. A full response will be sent to you of the conclusion, including Redrow’s final position on the matters raised.
Please submit a complaint at this stage using the relevant email links from the list below.
If you wish to proceed and make a formal complaint, please contact the division relevant to you using the related email address below and provide:
- Your name, address and contact details
- A clear description of your complaint
- An overview of your issue
- If you have been in touch with us previously regarding this issue and the name of the colleague you were last in contact with
- What outcome you are hoping for to resolve the situation
- Any supporting evidence such as photographs or documents
- Your preferred contact method (e.g. email or phone)
|Redrow Locations||Email Address|
|Redrow Homes East Midlands||Eastmidlands.firstname.lastname@example.org|
|Redrow Homes Eastern||Eastern.email@example.com|
|Redrow Homes Lancashire||Lancashire.firstname.lastname@example.org|
|Redrow Homes London||London.email@example.com|
|Redrow Homes Midlands||Midlands.firstname.lastname@example.org|
|Redrow Homes North West||Nw.email@example.com|
|Redrow Homes South East||Southeast.firstname.lastname@example.org|
|Redrow Homes South Midlands||Southmidlands.email@example.com|
|Redrow Homes South Wales||Southwales.firstname.lastname@example.org|
|Redrow Homes South West||Southwest.email@example.com|
|Redrow Homes Southern Counties||Southerncounties.firstname.lastname@example.org|
|Redrow Homes Thames Valley||Thamesvalley.email@example.com|
|Redrow Homes Yorkshire||Yorkshire.firstname.lastname@example.org|
If after completing the above steps we have been unable to reach a mutually acceptable resolution, you may wish to refer to your home warranty provider’s dispute and resolution service or the Consumer Code for Home Builders for further guidance.
No matter whether you complain informally or formally, we assure you that we’ll investigate all complaints fairly, consistently and promptly in a transparent and impartial way. We’ll do our best to resolve any issues taking all relevant factors into account to ensure a just outcome is reached.
Once we have received your complaint it will be directed to the relevant team and we will acknowledge within two working days. Each situation is unique; we will keep you updated throughout our investigations and always provide a written response outlining our onward plan within 5 working days.
How does the Consumer Code look after you, the home buyer?
To put it simply, the Consumer Code is the rule book that all Home Builders have to follow and adhere to with their marketing, selling and aftersales care.
The Code is to ensure that home buyers:
- Are treated fairly
- Know what service levels to expect
- Are given reliable information upon which to make their decisions
Download our Consumer Code leaflet detailing the Code Requirements or download a full copy of the 4th Edition Consumer Code Scheme. For any further information on the Consumer Code visit www.consumercode.co.uk.