Complaints Procedure
Grace Homes Complaint Procedure
Grace Homes aims to provide a reliable and consistent service to all our customers. However, if you are unhappy with any aspect of the service provided to you, the information below will explain how you are able to contact us and how your complaint will be dealt with.
Formal complaints should be made in writing via email to care@gracehomes.co.uk or via letter to our head office:
Grace Homes
4 Melbourne House
Corbygate Business Park
Priors Haw Road
Corby
NN17 5JG
Please include “Complaint” in the subject so that we can ensure it is treated in accordance with our Complaints Procedure, as outlined above/below. All formal complaints will be issued our Complaints Procedure by return, along with an acknowledgement of receipt of the complaint.
Once we have received your complaint, we will send you a written acknowledgement within 5 working days. Sometimes it may be necessary to gather further information from you to satisfy our investigation, in these circumstances we will allow 5 working days for your response.
Once we have the full details of your complaint, we aim to respond fully within 20 working days.
If you have not received any contact from us within 20 working days of submitting your complaint or any further information we requested from you, whichever is later, you may refer it to your Home Warranty Body or the Independent Dispute Resolution Scheme, as appropriate.
CONTACTING YOUR HOME WARRANTY BODY
Details of the participating Home Warranty Body covering your property can be found
on your Warranty Certificate in your Welcome Pack and on your reservation agreement. If your warranty has been provided by Premier Guarantee or LABC Warranty, you can make a claim via the below links:
Premier Guarantee – https://www.premierguarantee.com/homeowners/make-a-claim/
LABC Warranty - https://www.labcwarranty.co.uk/homeowners/make-a-claim
CONTACTING THE INDEPENDENT DISPUTE RESOLUTION SCHEME
The Independent Dispute Resolution Scheme is run by CEDR Ltd, the Centre for Effective Dispute Resolution (www.cedr.com).
Should your Home Warranty Body be unable to assist you under the terms of the warranty, they may refer you to the Independent Dispute Resolution Scheme. Alternatively, a home buyer can refer their complaint to the Independent Dispute Resolution Scheme directly if 56 calendar days have passed since first raising it with theHome Builder and it is not more than 12 months since the Home Builder’s final response was issued to the home buyer.
To raise a dispute with the Independent Dispute Resolution Scheme, please follow the below link: https://www.cedr.com/submit-a-complaint/
The purpose of this process is to ensure a satisfactory resolution for all parties involved. If you have any questions regarding Grace Homes Complaint's Process, please contact our Customer Care Team who will be happy to assist you. You can contact them on 01536 740018 or by emailing care@gracehomes.co.uk