We're here to help
From your first enquiry to settling into your new home, our Client Care Team is here to support you at every step.
Our commitment
to you
At Chalegrove Properties, we believe that exceptional service is an essential part of the home-buying experience. From your initial enquiry through to settling into your new home, our priority is to ensure that every step is handled with care, professionalism and attention to detail.
Our dedicated team is here to provide personalised guidance, clear communication and ongoing support, ensuring you feel informed and confident throughout your journey.
We are committed to delivering the high standards of service you would expect from a premium property developer, making your experience with us as seamless, straightforward and enjoyable as possible.
Our dedicated Client Care Team is here to ensure you receive the support and assistance you need.
Ten years of reassurance
Every home purchased from Chalegrove Properties comes with the reassurance of a 10-year new home warranty, providing you with added peace of mind and protection for your investment.
During the first two years, your home is covered directly by Chalegrove Properties, and our dedicated Client Care Team is on hand to provide support and assistance with any matters that may require attention.
We are committed to ensuring that you continue to feel supported long after moving into your new home, with a team available to address your concerns and help resolve any issues as promptly and efficiently as possible.
Consumer Code for Home Builders
At Chalegrove Properties, we are committed to delivering the highest standards of service, ensuring that every homebuyer enjoys a positive, transparent and supportive experience throughout their homebuying journey.
As part of this commitment, we subscribe to and comply with the Consumer Code for Home Builders, which has been established to protect the interests of homebuyers and promote fairness, transparency and professionalism across the industry.
The Code sets out clear standards for the information, service and support you can expect from us, giving you added confidence and peace of mind when purchasing your new home. It also provides access to an independent dispute resolution service, offering additional reassurance throughout your homeownership journey.
Your legal rights are not affected by this process. For further information and to read the Consumer Code for Home Builders in full, please visit the Consumer Code website.
Raising a concern
We are committed to providing a high standard of customer service and addressing any concerns fairly and promptly. If you are dissatisfied with the service you have received, the way you have been treated, or the progress made in resolving an issue, please contact our Client Care Team. We will review your concerns, work with the relevant teams to find an appropriate resolution and keep you informed throughout.
Our complaints procedure has three stages. To raise a complaint, speak with our Client Care Team or complete the complaints form below.
Stage 1: Client Care Team
Once you have completed and submitted the complaints form below, a representative of our Client Care Team will review your complaint, investigate your concerns and work with the relevant teams to resolve the matter as promptly as possible.
Stage 2: Client Care Director
If your complaint has not been resolved to your satisfaction at Stage 1, you may escalate it to our Client Care Director.
The Client Care Director has overall responsibility for maintaining our customer service standards and ensuring that homebuyers receive the level of care and support they deserve.
Stage 3: Operations Director
In the unlikely event that your complaint remains unresolved following Stages 1 and 2, you may submit a formal written complaint to our Operations Director.
We ask that complaints are initially raised through Stages 1 and 2 to give us the opportunity to investigate and resolve matters through our established complaints procedure.
What to expect
We will handle your complaint fairly, confidentially and effectively, keeping you informed of progress until the matter is resolved. This process involves the following:
We will acknowledge your concern in writing within five working days of it first being raised.
Within 20 working days of it first being raised, we will provide a detailed written response explaining, as applicable:
- Confirmation on whether the complaint is accepted, along with any actions we will take to put things right.
- An estimated timescale for any work required. This can vary depending on the type of issue, the investigations needed, material availability and preparation work.
- If the complaint is not accepted, we will clearly explain why.
- If more investigation is needed, you'll be told what that involves and how long it is expected to take.
Once investigations are complete, you'll receive a final written response explaining which parts of your complaint we agree with and any areas where we may disagree, including reasons why.
Independent resolution
If we are unable to resolve your complaint to your satisfaction, you may contact your Home Warranty Provider, who can assess the matter and determine whether it falls within the scope of your warranty.
Where a complaint is not covered by your warranty but concerns a potential breach of the Consumer Code for Home Builders, you may be eligible to refer the matter to the Code's Independent Dispute Resolution Scheme (IDRS) for an impartial assessment and decision.
You may also seek external resolution where you have not received a response from Chalegrove Properties within 20 working days, your complaint remains unresolved after 56 calendar days, or agreed timescales for resolving the issues have not been met.
Referrals to the IDRS can be made from 56 calendar days after your complaint was first raised, and must be submitted no later than 12 months after our final response.
Using our complaints procedure or an independent resolution scheme does not affect your statutory rights. Further information is available at www.consumercode.co.uk.
We are also happy to provide our complaints procedure in alternative formats or make reasonable adjustments where required.
Tell us about your concern
Complete the form below and a member of our Client Care Team will be in touch. Fields marked optional can be left blank.