Complaints 

1.0 Committed to our Customers 

1.1 We put the same high standard of care into looking after our customers as we do in building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. eastbrooke homes are a Registered Developer with the New Homes Quality Board and comply with the New Homes Quality Code.  

1.2 If you do have a complaint, we ask that you let us know so that we may have the opportunity to resolve the issue for you. 

2.0 Reporting an issue 

2.1 Although we hope you will not have any problems after you move into your new home, our commitment to you continues after your sale has been completed. 

2.2 If you have a complaint that we have: 

2.2.1 failed to do something we should have done. 

2.2.2 done something badly. 

2.2.3 treated you unfairly or discourteously. 

then please do contact us. 

3.0 Informal complaints 

3.1 If you can resolve any issue informally with our office and are happy with the outcome, then you need not use our formal complaints procedure. If, however, you are not satisfied that the problem has been resolved or managed to your satisfaction, you may wish to make a formal complaint. You can do this by using the formal complaints procedure set out below.

4.0 Complaints process 

4.1 At eastbrooke homes we have a robust process to ensure that your complaint is thoroughly investigated and followed up: 

4.1.1 Please raise your complaint here.

4.1.2 We will acknowledge all complaints within five calendar days of the complaint initiation date* 

4.1.3 We will investigate your concerns and send a response which details our proposed pathway to resolution within ten calendar days of the complaint initiation date*. This will explain how we plan to resolve the issue, along with the steps and anticipated timescales. 

4.1.4 We will send a full complaint assessment response no later than thirty calendar days. If the complaint has been resolved, this will confirm what steps were taken. If a solution is still underway, the response will detail what has caused the delay, and an anticipated date for resolution. 

4.1.5 Once the complaint has been resolved, we will send a closure response which confirms what action has been taken. 

4.1.6 In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every thirty days until the matter is resolved. 

4.1.7 We do hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to the New Homes Ombudsman Service. 

4.1.8 It is within the New Homes Ombudsman Service’s discretion to decide if or when 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. After this, disputes within the structural warranty period may be referred to the New Homes Warranty Provider, NHBC, if relevant. 

*The complaint initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays). 

5.0 If you are unhappy with how we have dealt with your complaint 

5.1 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). 

5.2 The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the you (the customer) and eastbrooke homes (the house builder) to reach an adjudication. 

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6.0 Using our formal complaints process, the Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.