Hayfield is dedicated to providing homes and service of the highest standard. We work hard to resolve any issues our customers bring to our attention. In the unlikely event that you have a concern or are dissatisfied in any way, we will do our best to resolve your issue in a fair and transparent way.
We will investigate all complaints impartially and in a timely manner, taking all relevant factors into account for a fair outcome. We are a Registered developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code.
If you wish to raise a complaint, we ask that you let us know so that we have the opportunity to resolve the issue for you and learn from it. Please email us at customercare@hayfieldhomes.co.uk
Please note that all complaints must be in writing and emailed to the above address. Your complaint will be acknowledged within 5 calendar days.
If you are able to resolve any issue informally with our office and are happy with the outcome, then you do not need to use our formal complaints procedure. However, should you not be happy with the outcome of your issue, you may wish to make a formal complaint by following our procedure below.
STAGE 1
Your complaint will be investigated by a Head of Department and you will receive a response within 10 calendar days from the date of your complaint being received. This will include how we plan to resolve the issue, along with steps and anticipated timescales.
STAGE 2
A full complaint assessment response will be sent to you no later than 30 calendar days from the date of your complaint being received. If the complaint has been resolved, this will confirm the steps taken to resolution. If any works are still ongoing, the response will detail what has caused the delay and new estimated dates for completion.
Once the complaint is resolved, we will send a full complaint assessment as per the above.
STAGE 3
If your complaint remains unresolved after Stage 3, a Senior Director of the company will review your complaint and send a final response within 10 calendar days of your notifying us of your wish to escalate your complaint further.
This final response may detail what has caused any delays, what the next steps are, and the anticipated timescales. If these instances, we will also keep you updated on progress no less than every 30 calendar days until the matter is resolved.
SEEKING FURTHER SUPPORT
We sincerely hope that your complaint will not escalate past Stage 3, however, if you remain dissatisfied with the level of service you have received after 56 calendar days from the day of your complaint being received, then you may be able to refer your complaint to any dispute resolution service offered by our warranty provider, the NHBC, or the New Homes Ombudsman Service.
It is within the New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with scheme rules. Complaints can be accepted if they have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the NHBC if relevant.