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 27 Divisions, each headed by a Managing Director who reports to their Regional Managing Director.
Regional Managing Directors report directly to our Group’s Executive Committee, headed by our Group Chief Executive.
Head of Customer Care
Please address your complaint, in writing, to the Head of Customer Care at the Division from which you purchased your home. We suggest that you either complete our online Complaints Form via our website or email your local New Home Customer Care team.
Click the contact button above to get in touch via our email form.
Your Divisional Head of Customer Care will acknowledge all formal complaints within 2 working days of receipt and aim to respond fully within a further 10 working days.
Divisional Managing Director
We hope that all formal complaints can be addressed by our Divisional Head of Customer Care. However, if you feel your own concerns have not been resolved to your satisfaction, you can refer your complaint in writing to the Divisional Managing Director.
The Divisional Managing Director will acknowledge all complaints within 2 working days of receipt and aim to respond fully within a further 10 working days.
Regional Managing Director
In the unlikely event that the Divisional Managing Director is unable to resolve matters, then your complaint should be emailed to our Group Customer Experience team at firstname.lastname@example.org or by post to:
Group Customer Experience
Barratt Developments PLC
Forest Business Park
Your complaint will then be allocated to the appropriate Regional Managing Director who is part of the Group Chief Executive’s team.
The Regional Managing Director will acknowledge your complaint within 2 working days and aim to respond fully within a further 15 working days. This response will explain the Company’s final position in relation to the matters raised.
If a new formal complaint is received, it will always be referred to the Divisional Head of Customer Care so that it may be dealt with in accordance with this Complaints Procedure.
Our Group Customer Experience team regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our Customers.