Complaints & Disputes

At Troy Homes’ we are committed to ensuring you are delighted with the standard of service you receive from our team throughout your journey with us. We endeavour to make your buying process as simple as possible to ensure that you thoroughly enjoy owning your new Troy home.

If for any reason you are dissatisfied with the service you have received during your sales journey, please contact our Sales and Marketing Director, Karen Roake who will endeavour to assist with any problems arising during the purchasing process.

If you are dissatisfied with the quality of your new home or the service you have received from our Customer Care team, then please contact our Building Director, Glenn Smyth who will acknowledge your issues and endeavour to resolve the same to your satisfaction.

A written acknowledgement of the Complaint will be acknowledged within five working days with a more detailed response within 20 working days.

We are dedicated to listening and trying to solve your complaint. If you feel that this has not been accomplished to your satisfaction then you may refer your complaint to the Consumer Code’s Independent Dispute Resolution Scheme, who will appoint an independent arbitrator to consider your complaint or alternatively you can contact our CEO Richard Werth.

We are all committed to ensuring your complaint is acknowledged and resolved.

Whatever route you decide to take, your legal rights will not be affected by the above process.

To contact any of the above Troy staff members, in the first instance please email us at