Complaints Policy

The purpose of this policy is to provide a clear statement of intent with regard to the assessment, handling and investigation of customer complaints as our complaint handling policy and procedure has been created to meet the standards and requirements of the New Homes Quality Board Code of Practice.

The aim of this policy is to ensure that all customer complaints, either written or verbal, are handled in a consistent and regulated manner and that further complaint incidents are mitigated and prevented.

Where a customer has cause to complain, the complaints handling procedure will be followed in every instance and a log will be made of the complaint nature and details to help improve our services and mitigate against further complaints of similar nature.

We are committed to delivering a fair, open and clear process for complaints and aim to ensure a satisfactory outcome for all customers who raise a complaint. 

This policy sets out our intent and objectives for how we handle complaints, from offering a clear and approachable system for customers to complain, through to conducting thorough investigations on all complaints received and to implement measures to prevent reoccurrences where applicable.

The policy relates to all staff within the organisation and has been created to ensure that staff deal with the area that this policy relates to in accordance with legal, regulatory, contractual and business expectations and requirements.

Morrish Homes is committed to ensuring our homes are consistently built to the high standards that our family would be proud to live in and we’ll go out of our way to make sure you enjoy life in your new home, but we accept that sometimes things can go wrong. If you have a concern or are dissatisfied, make sure you let us know and we’ll try to put things right.

If you have already moved into your home and have something you want to discuss with us, please contact developments@morrishhomes.co.uk in line with the information you were given when you moved in. They are best placed to address your concerns once you’re settled in. If you are dissatisfied with the after sales service and choose to make a complaint to our team, we will investigate in a fair and transparent way and respond to you promptly, keeping you informed each step of the way through our process, until we have reached a solution.

• Your name and address
• Details of how we can contact you
• A clear description of your complaint
• Any supporting evidence (eg. photographs or documents)
• If you have been in touch with us previously, and if so the name of the colleague you last spoke to
• What outcome you are hoping for

Your complaint will be acknowledged within 5 calendar days of receipt, confirming the date on which the complaint was received (the Complaint Initiation Date).

No later than 10 calendar days of the Complaint Initiation Date we will provide a written Path to Resolution which outlines how we will investigate the Complaint. This will include notifying the Customer if the complaint may be subject to a resolution service.

No later than 30 calendar days of the Complaint Initiation Date we will send a Complaint Assessment and Response letter, detailing the outcome and resolution. If the complaint has not been resolved and further time is needed to investigate the matter, an estimated time within which a decision will be reached along with a brief explanation as what further steps are required and why will be provided. If no resolution has been found but remediation work has been accepted, details will be provided as to what that work will be and an estimated time within which the work will be completed. An update for each respective point will be provided in no more than 28 calendar days.

Information will be provided on how to contact any applicable resolution service, if necessary, as well as information on how to refer matters to the New Homes Ombudsman service.

If a complaint is not accepted, a clear explanation for the decision will be set out.

Where any complaint has not been closed and no later than 56 calendar days from the Complaint Initiation Date, we will send a letter to confirm what action has been taken to date, details of what remains outstanding, with a reason why and what actions are to be taken. An indicative timescale for resolution will be outlined along with regular updates where each update will be provided within 28 calendar days.

A closure letter will be sent to the Customer at any stage following the Complaint Initiation Date, which details a list of the items agreed and confirmation that each item has been resolved. If you are dissatisfied with either our final response or with any delay in receiving a final response, the closure letter will also provide details on how to refer matters to the New Homes Ombudsman service.