Complaints Process

Our commitment to you 

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 we take complaints very seriously.
 
Although we hope you will not have any problems with your new home or the service you have received, we are committed to looking after our homeowners from their first visit and after we hand over the keys. So if you have a complaint, we ask you to let us know so that we have the opportunity to resolve the issue and learn from it. 

Reporting An Issue
  
Our Customer Care team are here to listen and review your concerns if you feel that we have  

  Failed to do something we should have done 

  Done something incorrectly 

  Treated you unfairly or discourteously 

We can be contacted during office hours (8.30am to 5.00pm, Monday to Friday) by telephone or email, whereby a member of our Regional Customer Care team will confirm receipt of your complaint within 5 working days. 

You can find the appropriate contact details for your Regional Customer Care team on on your original welcome correspondence from the team 24 hours after you move in, or alternatively you can reach our Regional Offices here who can direct your enquiry to the appropriate person.
 
Any reports made outside of office hours (8:30am to 5:00pm, Monday to Friday) will be received on the next working day, with receipt confirmed by the Regional Customer Care team within 5 working days following. 

 Informal Complaints & Requesting A Call Back

If you have already been dealing with our Customer Care team, and have not been satisfied with the handling of your concerns, we kindly ask you to contact us to request a call back from the appropriate manager.

Our management team are here to help.

Select from the list of 9 Regional Offices below to submit your email request for a call back from a manager, noting your plot number and development name.

If you are unsure of your Regional Office, please contact our Head Office, noting your plot number, address and development name so the team can direct your query appropriately. 

Eastern REGION 

Our Eastern Region has developments in Cambridgeshire, Essex & Suffolk. 

Click here to request a Manager Call Back 

TELEPHONE: 01284 752295  

East Midlands REGION 

Our East Midlands Region has developments In Leicestershire, Nottinghamshire and Warwickshire. 

Click here to request a Manager Call Back 

TELEPHONE: 01455 249420  

Exeter REGION 

Our Exeter Region has developments in Devon. 

Click here to request a Manager Call Back 

TELEPHONE: 01392 342700  

Head Office 

If you are unsure on which Regional Office to contact, please contact our Head Office who will direct you appropriately. 

Click here to request a Manager Call Back 

TELEPHONE: 01530 270100  

Midlands REGION 

Our Midlands Region has developments in Derbyshire, Leicestershire, Nottinghamshire, Shropshire, Staffordshire, Warwickshire & the West Midlands. 

Click here to request a Manager Call Back 

TELEPHONE: 01827 302020  

North West REGION 

Our North West Region has developments in Cheshire, Greater Manchester, Merseyside and Lancashire. 

Click here to request a Manager Call Back 

TELEPHONE: 01477 536542 

South Midlands REGION 

Our South Midlands Region has developments in Buckinghamshire, Bedfordshire, Cambridgeshire, Hertfordshire, Northamptonshire & Oxfordshire. 

Click here to request a Manager Call Back 

TELEPHONE: 01604 684446  

South West 

Our South West Region has developments in Gloucestershire, Hampshire, Somerset and Wiltshire. 

Click here to request a Manager Call Back 

TELEPHONE: 01793 835605 

Southern REGION 

Our Southern Region has developments in Berkshire, Dorset, Hampshire, West Sussex, Wiltshire & Surrey. 

Click here to request a Manager Call Back
 
TELEPHONE: 01635 39736 

Western REGION 

Our Western Region has developments in Gloucestershire, Herefordshire, Oxfordshire, South Birmingham, Warwickshire & Worcestershire.  

Click here to request a Manager Call Back 

TELEPHONE: 01684 278144 

Formal complaints process 

We have a robust process to ensure that your complaint is properly investigated and followed up:
Please raise your complaint with your Regional Bloor Homes Customer Care Department. 

• Your complaint will be handled by the Head of Customer Care.
• We will acknowledge all complaints within 5 calendar days of the complaint initiation date (CID).
• We will investigate your concerns and send a response detailing our proposed pathway to resolution within 10 calendar days of the CID. This will explain how we plan to investigate and resolve the issue, along with the proposed steps and anticipated timescales.
• We will send a full complaint assessment response by no later than 30 calendar days after the CID. If the complaint has been resolved, this will confirm what steps were taken. If the resolution is still underway, the response will detail what steps are being taken and the anticipated date for resolution.
• In the very unlikely event that the complaint remains unresolved after 56 calendar days of the CID, we will send a further response summarising the action taken, outlining what is outstanding and why, the next steps, and the anticipated date for resolution. We will also keep you updated no less than every 28 days after this until the matter is resolved.
• Once the complaint has been resolved, we will send a closure response confirming what action has been taken.
• We hope to resolve most matters without the need for further escalation. However, if you consider that your complaint is not being resolved in accordance with this procedure, or you remain dissatisfied with the outcome, you may be able to refer your complaint to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman Service.
• It is within the New Homes Ombudsman Service’s discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion and only after 56 calendar days after the CID have elapsed. After this, disputes within the structural warranty period may be referred to the Home Warranty Provider, if relevant.
 

*Regional Office locations covered are correct as per date of publication. Please be aware that these locations can vary over time. 

Full Bloor Homes terms and conditions can be found here.