Redrow is 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 sometimes things can go wrong. We take complaints very seriously. If you have a complaint, we ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

We assure you all concerns are investigated fairly, consistently, and promptly in a transparent and impartial way.

If you haven’t previously raised your concerns with your Divisional office, that is the best place to start.

Once you have given the Divisional office the opportunity to deal with your concerns, should you remain dissatisfied with the outcome, you may wish to make a formal complaint.

If you haven’t previously raised your concerns with your Divisional office, that is the best place to start.

Once you have given the Divisional office the opportunity to deal with your concerns, should you remain dissatisfied with the outcome, you may wish to make a formal complaint.

Steps We Take When Dealing with a Formal Complaint

You should raise a complaint with us if we have:

• Failed to do something we should have done.
• Done something badly.
• Treated you unfairly or discourteously.
• Not resolved or suitably progressed an issue or service request in a timely manner (where possible, within 30 calendar days).

Please raise it with us and allow us the opportunity to put it right.

We have robust processes to ensure that your complaint is investigated locally by our Divisional team, who are best placed to deal with any issues relating to your home or development.

Our business is comprised of multiple Divisions, each headed by a Managing Director who reports to a Regional Managing Director/Regional Director.

Regional Managing Directors/Regional Directors report directly to our Group Chief Executive’s team, headed by our Group Chief Executive.

Step 1 - You have a complaint

If you have a complaint relating to a matter that has been handled 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. In the first instance, your complaint will be investigated by the appropriate Divisional team.

Please raise your complaint with the Head of Customer Care at the Division from which you purchased your home. We suggest you either complete our online complaints form via our website or email your local Customer Care team. Contact details for your team have been provided to you at the time of your legal completion.

Step 2 - Not resolved to your satisfaction?

We hope that all formal complaints can be addressed by our Divisional Head of Customer Care. However, if you are not satisfied that the problem has been fully resolved or you consider that the handling of your complaint has been inadequate, you can request that the matter be escalated to the Divisional Managing Director.

Step 3 - You continue to be unhappy

In the unlikely event that the Divisional Managing Director is unable to resolve matters, your complaint will be escalated to the Regional Managing Director/Regional Director who will independently review your concerns. You may alternatively contact our Group Customer Care team at customer.care@barrattredrow.co.uk or by post to:

Group Customer Care
Barratt Redrow plc
Barratt House, Cartwright Way
Forest Business Park
Bardon Hill
Coalville
Leicestershire
LE67 1UF

The responsible Regional Managing Director/Regional Director will respond in full, explaining the Company’s final position on the matters raised.

Please note: If a new formal complaint is received, it will always be referred to the Divisional Head of Customer Care so that it can be dealt with in accordance with this complaints process.

Customers/tenants living in affordable, shared ownership, or Private Rental Scheme homes should please direct formal complaints to their registered provider, shared ownership, or private rental provider in the first instance.

Updating you on the progress of your complaint

We aim to resolve complaints with minimum delay and will provide you with updates at the following set points:

• The start date for your complaint will be the first business day after it has been received.
• Within 2 working days of the complaint start date, we will write to acknowledge your complaint.
• Within 10 calendar days of the complaint start date, we will write to provide our decision or outline how we will investigate your concerns.
• If your complaint remains open 30 calendar days after the complaint start date, we will write to update you on each item raised. This will include:
• Where an item has been resolved, what action has been taken to do so.
• Where an item is not resolved but further time is needed, the estimated time within which a decision will be reached, together with a brief explanation as to what further steps are required and why.
• If an item is not resolved but remediation work is accepted, what that work will be and an estimated time within which the required work will be completed.
• When the next update will be provided (which will not be more than 28 calendar days) if further investigations or remediation has been set out.
• Where an item is not accepted, a clear explanation for our decision.
• Information about any recommended engagement with any applicable resolution service.
• If your complaint remains open 56 calendar days after the complaint start date, we will write to update you on each item raised. This will include:
• A clear summary of what action has been taken to date.
• Clear details of what is still outstanding, a reason why, and the actions to be taken.
• An indicative timescale for resolution.
• The frequency that updates will be provided to you until resolution (which will not be more than 28 calendar days).
• Upon addressing all items raised within your complaint, we will write to you to summarize the action taken on each and to confirm the complaint is closed.

Our Group Customer Care team regularly reviews all formal complaints so we may amend our processes where necessary and continue to improve the service we deliver to all our customers

If you are unhappy with how we have handled your complaint, you may be able to refer it for independent review.

Referrals can only be made after 56 calendar days have passed since first raising it with us, or when a final complaint response has been issued, and no later than 12 months after our final response. Only complaints raised within the two-year warranty period are accepted by the independent dispute resolution services.

Where you direct your referral depends on when you reserved your home.

If you reserved your home before October 4th, 2022, you will be covered by the Consumer Code for Home Builders.

Under the Consumer Code for Home Builders (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty Provider in the first instance.

If appropriate, they might refer you to the Consumer Code for Homebuilders who run an Independent Dispute Resolution Service (IDRS).

The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.

If you reserved your home on or after October 4th, 2022, you will be covered by the New Homes Quality Code.

Under the New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to the new Homes Ombudsman Service (NHOS) (www.nhos.org.uk).

The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication. Using our formal complaints process, the Independent Dispute Resolution Scheme, or New Homes Ombudsman Service does not affect your normal legal rights.

We hope you won't ever have to, but if you would like to make a formal complaint, you can contact us via email and select 'Formal complaint' from the list of options on the form.