New Homes Quality Board

Complaints procedure

Our customer can make a formal complaint under Troy Homes Limited complaints procedure if they are not satisfied with the outcome of an issue or problem they have raised in connection with the obligations under:

Part 1: Selling a new home;
Part 2: Legal documents, information, inspection and completion; or
Part 3: After-sales service, complaints and the New Homes Ombudsman.

Troy Homes Limited complaints procedure must include the following steps.

a) Written acknowledgement: no later than five days from the first business day after receiving the complaint (the complaint start date), Troy Homes Limited our customer a written acknowledgement of the complaint.

b) Path to resolution letter: no later than 10 days from the complaint start date, Troy Homes Limited will send the customer a written ‘path to resolution’ which outlines how we will investigate the complaint. This will include telling the customer whether they can refer the complaint to a dispute resolution service that is offered by their warranty provider, if they are not satisfied with the outcome of the complaints procedure.

c) Complaint assessment and response letter: no later than 30 days from the complaint start date, Troy Homes Limited will send our customer a complaint assessment and response letter.

The complaint assessment and response letter will include the following information.

• Details of and a separate report on each complaint.
• If a complaint has been settled, what action has been taken to do this.
• If a complaint has not been settled, and Troy Homes Limited needs more time to look into the matter, an estimate of how long we will need to reach a decision and a brief explanation as to what further steps are needed and why.
• If a complaint has not been settled but Troy Homes Limited accepts that they need to carry out correction work, details of what that work will be and an estimate of when it will be completed.
• If further investigation or correction work is needed, when Troy Homes Limited will give the customer an update (which must be within 28 days).
• If Troy Homes Limited does not accept a complaint, a clear explanation of the reasons for the decision.
• Information about any dispute resolution service, offered by the warranty provider, that our customer can refer the complaint to.
• How our customer can refer the complaint to the New Homes Ombudsman Service.

d) Eight-week (56-day) letter: if the complaint is not closed, and no later than 56 calendar days from the complaint start date, Troy Homes Limited will send the customer an eight-week letter.

The eight-week letter must include the following information.

• A clear summary of what action has been taken to date.
• Clear details of what is still outstanding, a reason why and the actions to be taken.
• An idea of when the complaint will be settled.
• How often Troy Homes Limited will give the customer updates (which must be at least every 28 days).

e) Closure letter: Troy Homes Limited can send a closure letter to our customer at any stage after the
complaint start date.

The closure letter must include the following.

• A list of the items agreed in the complaint assessment and response letter and confirmation that
  each item has been resolved.