Complaints Policy
We uphold the same rigorous standards of care in attending to our customers as we invest in constructing our homes. Nonetheless, we acknowledge that occasional mishaps may occur, and we approach complaints with utmost seriousness.
If you find yourself with a concern, we kindly request that you inform us, allowing us the chance to address and rectify the issue for you, all while gaining valuable insights to improve our practices.
Reporting an issue:
While we sincerely anticipate a seamless experience for you both before and after your transition to your new home, our dedication extends throughout your purchase and the entirety of your two-year warranty period. Should you encounter any concerns, please reach out if:
- We have neglected to fulfill an obligation.
- Our execution of a task has been substandard.
- You've been treated unfairly or discourteously.
- An issue or service request remains unresolved or inadequately addressed within a reasonable timeframe.
We encourage you to contact us, providing us with the opportunity to rectify the situation promptly.
Informal Complaints:
Should you successfully address any concerns informally with our office and find the resolution satisfactory, there's no obligation to proceed with our formal complaints procedures. However, if you remain dissatisfied or unconvinced that the matter has been adequately resolved, you have the option to initiate a formal complaint. To do so, please follow the formal complaints procedure outlined below.
Formal Complaints Process:
We have a strong process to ensure that your complaint is properly investigated and followed up:
Please raise your complaint with our team in writing, either via email to aftersales@higginspartnerships.co.uk
or by registered post to our Head Office;
Higgins Homes Plc
FAO After Sales
One Langston Road
Loughton
Essex IG10 3SD
We will acknowledge all complaints within 5 working days of the complaint commencement date*.
We will investigate your concerns and send a response which details our proposed pathway to resolution within 20 working days of the complaint commencement date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
We will send a full complaint assessment response by no later than 30 working days. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.
Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint commencement 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 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 direct to the Independent Dispute Resolution Scheme or the Home Warranty Body (or both) as appropriate.
*The complaints initiation date (CIC) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CIC is the following Tuesday. If a complaint is received on a Saturday, the CIC will be the following Monday (excluding public holidays).
