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 following the first business day of your complaint being received.
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.
In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint being received, 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 also keep you updated no less than every 28 days until the matter is resolved.
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 your complaint to any dispute resolution service offered by the warranty provider, or the New Homes Ombudsman Service.
It is within the New Homes Ombudsman Service’s discretion to decide when or if to accept the 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.
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.
If you wish to raise a complaint, 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 working days.
STAGE 1
Your complaint will be investigated by a manager and you will receive a response within 10 working days from the date of your complaint being acknowledged.
STAGE 2
If you are not happy with the response at Stage 1 you can escalate your complaint to be reviewed by a Department Head, according to the nature of your complaint. You will receive a response within 10 working days.
STAGE 3
We sincerely hope that your complaint will not escalate to Stage 3, however if you remain dissatisfied with the level of service you have received, your complaint will be reviewed by a Senior Director. A final response will be issued within 10 working days.
SEEKING FURTHER SUPPORT
We sincerely hope that your complaint will not escalate past Stage 3, however, if you remain dissatisfied with our final response and require further clarification or support, you can contact the National House Building Council (NHBC), which offers a resolution service.