The New Homes Quality Code (NHQC) outlines the importance of timely and effective communication in resolving customer complaints. This New Homes Quality Board (NHQB) case study shows how poor communication between the developer and homeowner can lead to unresolved issues.
Despite the developer’s efforts to address water ingress, the homeowner remained frustrated due to delays and poor communication, ultimately filing a complaint with the New Homes Ombudsman. The Ombudsman acknowledged the delays but found the developer acted responsibly by providing updates and apologies, leading to the complaint not being upheld.
What was the complaint?
In this case, the homeowner had experienced water ingress into their hallway under the front door and subsequently complained to the developer. Following the complaint, the developer carried out work and further investigations to try and resolve the problem.
The developer had explained to the homeowner that it can take time to establish the root cause of water ingress problems. The front door had been replaced, as well as the door frame, but further advice was sought from a specialist contractor.
The homeowner remained dissatisfied and made a complaint to the Ombudsman on the basis that the water ingress issue had not been rectified and that they had to put towels by their front door to absorb the water. In addition, the homeowner complained that the developer’s communication had been poor, and they failed to treat the issue as a priority. Furthermore, the homeowner said their complaint was not escalated in accordance with the developer’s stated policy.
Was the homeowner’s complaint upheld?
The Ombudsman noted that there were significant delays, especially during the Christmas break when the business was closed, but this was beyond the developer’s control. The developer had made efforts to resolve the door defect and accepted responsibility.
Although the repair process was lengthy due to the need to eliminate likely causes of the water ingress, the developer provided regular updates and several apologies.
Therefore, the complaint was not upheld.
Practical tips
In order to mitigate the risk of complaints regarding poor communication between the developer and homeowner:
- The developer should make sure that the homeowner is updated throughout the process of resolving the issue that has been identified. This ensures the timescales in the NHQC are met.
- The developer should keep the homeowner up to date regarding any potential delays in the resolution of the issues taking place, especially if there is a business closure or any third-party issues. This must always be done in advance and not later than the timescales set out in the NHQC.
- A timely response to homeowner complaints will promote a good customer service standard and foster trust between both parties that the issue will be dealt with even if no progress has yet been made.
Co-written by Jordan Dexter.
