Complaints procedure

If you are the home owner and remain dissatisfied with the final outcome of your complaint, your new home is covered by a warranty which is normally provided by the NHBC.

Full details of the NHBC warranty can be found at www.nhbc.co.uk and details of your policy are provided directly to you by the NHBC shortly after completion.

Where appropriate, you may also refer your complaint to the Consumer Code Independent Dispute Resolution Scheme www.consumercode.co.uk. Your legal rights are not affected by this process.

Our aim is to provide you with a quality new home, built on time, accompanied by excellent service through every stage of your home buying process, including after you have moved in. Our Customer Charter sets out our service standards.

We acknowledge that sometimes things may go wrong or fall below expectations. If so, we ask you to bring them to our attention, so that we can respond to you and learn from it.

We take complaints very seriously and will strive to resolve matters swiftly and efficiently through our complaints procedure.

We put the same high standards of care into looking after our customers as we do into building our homes.  However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code. 

The New Homes Quality Code applies to if you reserved your new home on or after 7th March 2023. If you reserved your new home before 7th March 2023 the Consumer Code for Home Builders applies.

Should you wish to make a complaint please follow the process below.

Our dedicated in-house Customer Service team are best-placed to provide guidance and resolve the majority of matters. In the first instance complaints should be addressed to the Customer Service team by:

Telephone: 020 8023 7092

Email: customerservices@fairview.co.uk

Or letter to:
50 Lancaster Road,
Enfield,
Middlesex,
EN2 0BY

We will acknowledge all complaints within 5 calendar days of the complaint initiation date*.

*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).

We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.

We will send a full complaint assessment response by no later than 28 calendar days. If the complaint has been resolved, this will confirm what steps were taken.  In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.

Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.

In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps 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 your warranty provider, the Consumer Code or New Homes Ombudsman depending on the date you reserved your new home (please see above). The New Homes Ombudsman can be contacted on www.nhos.org.uk 

It is within the Consumer Code and New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The Consumer Code and New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the warranty provider if relevant.