We very much hope that you will be happy with your new home and the service you receive from us. In the event that you wish to make a complaint please see our procedures below.
Please email customercare@derestreethomes.co.uk with an overview of the issue and timeline. This will be received and handled by the relevant Department Manager.
Please note that these timescales may be affected by office closures, such as over the Christmas period.
If the Complaint becomes a Dispute, you may refer it direct to the Independent Dispute Resolution Scheme (IDRS) or the Home Warranty Body (or both) as appropriate in the following scenarios:
Using our Complaints Procedure or the Independent Dispute Resolution Scheme does not affect your normal legal rights. If the issue is not covered by the New Home Warranty, the Home Warranty Body may give you details about the Code’s Independent Dispute Resolution Scheme.
A Dispute may be brought to the Consumer Code’s IDRS after 56 calendar days have passed since you first raised the Complaint with ourselves and no later than 12 months after our final response to the Complaint.
The Consumer Code IDRS applies to complaints made up to two years from the date on the Home Warranty Body’s insurance certificate, which defines the start of the period of cover, about defects or damage caused by a breach of its technical requirements. The Consumer Code does not cover aspects of the home which were purchased as ‘Extras’ or directly via contractors. This Independent Dispute Resolution Service is available for Home Buyers who believe their builder has failed to meet the Requirements of the Code.
A further Dispute Resolution Service is offered by LABC Warranty for disputes in connection with the construction of the home. For more information on this see your ‘Home Warranty’ leaflet.
Further information about The Consumer Code is also available at www.consumercode.co.uk
Consumer Code contact details:
Contacts: 0345 608 9797 / enquiries@consumercode.co.uk