Complaints Procedure

OUR COMMITMENT TO YOU

At Fernham Homes we know that buying a new home is a big commitment. We want to make the process as smooth as possible from point of reservation through to completion, including your 2-year customer service support period.

Each Fernham Home is built to the highest standards with meticulous craftsmanship to suit the most discerning purchaser. We combine the latest in product design and technology with a 10-year build warranty, to offer complete peace of mind.

From time-to-time things may go wrong, we take all complaints seriously and want to learn from these concerns/ issues moving forward.

HOW TO MAKE YOUR COMPLAINT

We request that all complaints are made in writing, you are welcome to send a letter to our head office or alternatively please email customerservices@fernham-homes.co.uk

Please include the nature of the complaint with as much detail as possible, along with your name and contact number should we need to speak with you directly, and your full address.

Please see our escalation process here;

Most complaints can be dealt with by contacting the sales advisor on site or if this is not an option please contact customerservices@fernham-homes.co.uk
If you are not satisfied that the issue has been settled, please request to escalate this to Director level.
If you are not happy with the outcome, please request for this to be referred to the board to review.

HOW WE DEAL WITH YOUR COMPLAINT

We will contact you directly to confirm receipt of your complaint within 3 working days. We aim to respond to you in full within 15 working days but will endeavour to do this quicker where possible.

We will fully investigate your complaint, which may require us to speak with you to understand the situation in more detail. Should you wish to speak with us at any stage whilst we try and resolve the issue please contact our head office on 01732 757158 and request to speak with the Customer Services Team.

WHAT TO DO IF YOU ARE NOT SATISFIED

As the homeowner, if you are not satisfied with our final response to your complaint then you may refer the matter to your home warranty provider, details of which are provided in your homeowner manual.

Alternatively, and where appropriate you may refer it to the Consumer Code Independent Dispute Resolution Scheme. Your legal rights are not affected by this process. www.consumercode.co.uk

CUSTOMER SERVICE PROCEDURE

As part of your customer service period all items which must be emailed to the customer service email address customerservice@fernham-homes.co.uk , failure to do so will mean the item will not be logged onto the system.

Please refrain from sending to staff email addresses. This will ensure all items are logged onto the system and allow us to monitor progress through to completion of each item. Enabling us to monitor the level of contact that you have been provided with.

This does not affect your 2-year customer care policy or emergency procedures.

Please note the key dates below: –

7 days from legal completion – to notify the Customer Service Team of any defects or remedial works required.
24 months from legal completion – arrange an appointment with the Customer Service Team to review remedial items.

Leading up to your 24-month date, it is your responsibility to contact the customer service team to book in an appointment. We advise notifying the team 2 months in advance so there is sufficient time to agree a mutually convenient time for the works to be completed.

In the event of an emergency,(category 1 event) please call 01732 352701 during office hours, Monday- Friday, 8:30am- 5:00pm. Outside of normal office hours, please contact a local company to assist you and Fernham Homes will reimburse you for the cost of any making safe works or repair (emergency items only). Please note, we cannot accept any responsibility for works undertaken without our supervision or instruction.

Thank you for choosing to buy your new home from Fernham. We are committed to delivering the highest levels of customer service and hope that this update clarifies our procedures.

CUSTOMER SERVICE COMMITMENT TO REMEDIAL WORKS

To ensure remedial works are responded to as effectively as possible we have outlined the following categories and accompanying time frames as a guide for these works to be completed.

Category 1: to be remedied within twenty-four (24) hours of written notification.

Category 2: to be remedied within five (5) Working Days of written notification.

Category 3: to be remedied within twenty (20) Working Days of written notification.

Category 4: the repair can be left until the end of the defect’s rectification period or as soon as reasonably practicable thereafter at either 12 or 24 months.

Category 1

Total loss of electrical power in respect of a property
Substantial / total loss of water
Total loss of gas supply
Blocked flues
Loss of space heating (October to April only) or water heating (in each case whether total or partial)
Blocked or leaking foul drain soil stack or toilet pan
Mains water gas or electricity supplies cannot be turned off at the relevant tap stop-cock or switch
Burst heating pipe, tank or cistern
External window door or locks not secure

Category 2

Faulty heating system (operational but error detected)
Leaking roof
Electrical faults
Toilet not flushing (if only toilet available for use in the home)
Dangerous structures or installations
Unsafe power lighting sockets electrical fittings and installations heating or cooking appliances
Faulty external doors/ironmongery

Category 3