Customer Complaints Procedure

At Oakmere, we’re proud to build around 150 high-quality new homes every year. Every one of our homes comes with:

  • A two-year builder’s warranty for your peace of mind

  • A 10-year insurance-backed structural warranty for long-term reassurance

We’re pleased to report that the vast majority of our buyers are delighted with their new homes however we recognise there may be an occasion where our intended build or customer experience standards have not been met, if this happens then we want you to be able to raise your concerns with the appropriate team members so we can respond to any issues you may have as quickly as possible.

Before You Move In (Pre-Completion) Complaints

  • Your New Homes Advisor is your first point of contact and will usually resolve any concerns before completion

  • If you remain unhappy, or your complaint involves your New Homes Advisor, it will be escalated to our Sales Director

After You Move In (Post-Completion) Complaints

  • For routine defect reporting, please contact our Customer Services Department: customerservices@oakmerehomes.com or call 015395 69944

  • If unresolved, or if your complaint involves our Customer Services Department, it will be escalated to the Contracts / Construction Manager

  • If necessary, the matter may be escalated further to the Construction Director or Commercial Director

  • In some cases, we may choose to escalate your complaint directly to a Director

How to Make a Complaint

Email:complaints@oakmerehomes.com

  • We will acknowledge your complaint within 5 working days of receiving it

  • We aim to give you a full response within 15 working days

  • If we need more time, we’ll explain why and provide a clear new timescale

If We Still Can’t Resolve Your Complaint

If you are still dissatisfied after our process, you can refer your complaint to your New Home Warranty provider. They will guide you through the procedure available under the Consumer Code for Home Builders.

The Consumer Code also offers an Independent Dispute Resolution Service. This service is free to use, is Trading Standards approved, and does not affect your legal rights.

For more information and to read the full Code, visit: https://consumercode.co.uk/