Consumer Code
Summerfield Homes are committed to providing our customers with quality new homes and an excellent customer journey.
What is the Consumer Code?
The Consumer Code for home builders was introduced on the 1st April 2010. It was developed by the home-building industry to make the home buying process fairer and more transparent for purchasers.
It covers the entire home buying process, from pre-contract information and reservation agreements to our after-sales Customer Care and dispute resolution.
We are registered with the NHBC, the leading home warranty and insurance provider for UK house building and recognise the Consumer Code.
We believe in making your home buying journey with us fair and transparent.
Our Complaints Procedure
At Summerfield Homes we pride ourselves on excellent customer service and although we hope there are no issues with the service you have received we are here to listen to any concerns.
To raise a complaint, please follow the below steps:
Email our Customer Care Team on customercare@summerfield.co.uk including details of:
- Your Name, Address, Phone Number and Email
- Your Legal Completion Date (if you are a homeowner)
- The nature of your complaint with details of the department it involves with any evidence (e.g photographs)
A member of the team will acknowledge your complaint within 5 working days and we will notify you of our decision within 20 working days.
If you are still not satisfied after Step 1 has been followed, you may refer the matter to the Independent Dispute Resolution Scheme or NHBC (or both) as appropriate, if an amicable resolution to your complaint is not resolved within 56 calendar days of the complaint being made.
A dispute may be brought to the Independent Dispute Resolution Scheme after 56 calendar days have passed since you first raised the complaint with us, and no later than 12 months after our final response to your complaint.
Download the Consumer Code Fifth Edition
For more information on the Consumer Code please download the fifth edition below.
