Get more information and updates from Bellway Homes regarding this development via:
Receive updates about other nearby developments from Bellway Homes and sister brand Ashberry Homes, as well as related products and news.
Get more information and updates from Bellway Homes regarding this development via:
Receive updates about other nearby developments from Bellway Homes and sister brand Ashberry Homes, as well as related products and news.
We’ve teamed up with one of the UK’s leading new homes mortgage specialists, New Homes Mortgage Helpline, to help find the right mortgage product for you.
Please note, by ticking the checkbox below you consent to Bellway sharing your data with New Homes Mortgage Helpline (a trading name of The New Homes Group Limited) who will contact you to offer unbiased, reliable and professional advice on mortgages available from a wide variety of lenders. Bellway will receive a commission of £350 when you complete on a mortgage arranged by the New Homes Mortgage Helpline through this portal. This commission does not affect mortgage terms and is not charged to homebuyers.
We’ll give you the support you need
Customer happiness is our number one priority, so we’re sorry you feel that something isn’t up to scratch.
We know that sometimes things can happen. It might be helpful to first check out our FAQ pages, to see if the answers you’re looking for are on there.
But if not, our dedicated team of customer care people are here to make things right for you, as quickly as possible.
If you want to speak with someone about your issue, your local divisional customer care team are here to help. With the information you provide, they’ll do everything they can.
If you feel that your problem carries on or your local team can’t help, you have the option to make a formal complaint.
If you feel that our local customer care department hasn’t helped with your issue, the next step is to contact the head of the department, who will personally look into it.
If you feel that your issue is ongoing even after speaking with the department head, you can request a review of your complaint to be carried out by the managing director of your local division.
We hope that all customers who make a complaint feel that it has been resolved, or moved forward enough, after this stage. But if not, a regional chair will review your case.
If you already own a home with us, our ‘frequently asked homeowner questions’ section could help.
The quality of service and our overall experience with Bellway was second to none.Mark Sims, Regency Manor, Durham division
Please note, this form is only for submitting formal complaints, first you should speak with our colleagues to see if they can support you with your issue.
We’ll aim to get back to you with an acknowledgement of your complaint within two business days, starting from the first business day after we receive it.
You’ll receive a letter or email outlining our plan to investigate and resolve your issue, no later than 10 days from the complaint start date.
You’ll receive a detailed assessment and response to your complaint no later than 30 days from the complaint start date.
• Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
• In the unlikely event that the complaint remains unresolved after 56 days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will update you no less than every 28 days until the matter is resolved.
• We hope we can resolve most matters without further escalation. However, if your complaint is not resolved in accordance with this procedure or you remain dissatisfied with the outcome, you may be able to refer it to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman Service (www.nhos.org.uk).
• It is within the New Homes Ombudsman Service discretion to decide when or if to accept a complaint, in accordance with the Scheme Rules. The New Homes Ombudsman Service can accept complaints that have arisen from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant.
We are a registered developer with the New Homes Quality Board, and comply with their applicable Codes.
In the unlikely event that you remain dissatisfied after following our formal complaints procedure, you may be able to raise your complaint with your Warranty Provider, or through the respective Code bodies:
New Homes Quality Board (for homes reserved on or after 4
October 2022)
www.nhqb.org.uk
Additionally, all homeowners of properties reserved after 4
October 2022 are able to progress concerns to the New Homes Ombudsman Service.
www.nhos.org.uk
Trust us with the house, so you can find a home
