Concerns, handled fairly.

We are committed to providing a high standard of service and to dealing with any concerns fairly and transparently.

If you have a concern or wish to make a formal complaint, please follow the process below.

Step 1 — Contact us

In the first instance, please contact us in writing using the details provided in your handover documentation or via the website. To help us review your concern efficiently, please include:

·your name and property address
·a clear description of the issue
·photographs where applicable
·any relevant supporting information

Step 2 — Acknowledgement

We will acknowledge your complaint within 14 days of receipt.

Step 3 — Investigation & response

We will review your complaint and provide a full response within 56 days. This may include:

·assessing the issue against warranty terms and guidance
·reviewing supporting information
·arranging inspection where required

Step 4 — If you are not satisfied

If you remain dissatisfied after receiving our response, you may be able to refer your complaint under the ICW Consumer Code for New Homes Dispute Resolution Scheme.

Further details are provided within your warranty documentation.

Important information

·not all issues reported will be considered defects
·some matters may fall under normal behaviour or homeowner maintenance
·each complaint will be assessed on its individual circumstances

Further guidance is available in the Defects vs Maintenance section.

Ongoing communication

We aim to keep communication clear and consistent throughout the process.

To ensure all matters are properly recorded and reviewed, we request that communication is maintained in writing.

Further guidance

You may also find the ICW homeowner guidance helpful:

Getting to Know Your HomeICW · PDF · opens in a new tab ↗