Durkan Homes Customer care
Durkan Homes is committed to providing quality homes and building sustainable communities. We aim to achieve the same high standards of care when looking after our customers once they move into their new home. However, we do appreciate that sometimes things can go wrong and we take complaints very seriously.
We are a Registered Developer with the New Homes Quality Board and comply with the New Homes Quality Code.
Should the occasion arise where you do have a complaint, we ask you to let us know in the first instance so that we may have the opportunity to resolve the issue for you and learn from it.
Reporting an issue – informal process
We want to reassure all customers that our commitment to supporting you in your new home continues for two years after your sale completes. We ask that you report all issues into Durkan Homes directly through our friendly Customer Care team.
If you have a complaint that we have:
- Failed to do something we should have done
- Done something badly
- Treated you unfairly or discourteously
Then please do contact us and allow us the opportunity to put it right.
You can report issues to the Durkan Homes Customer Care team by using:
Our online Customer care portal
Calling the team – 020 8619 9900
Email – myhome@durkan.co.uk
If you are not happy with the way your issue is being handled or you feel you are not being treated fairly, we ask that you submit your complaint using our formal complaints process.
Formal complaints process for completions after April 2023
We have a robust process to ensure that your complaint is properly investigated and followed up.
Please raise your complaint with the Customer Service Manager by emailing complaints@durkan.co.uk.
We will:
- Acknowledge all complaints within 5 calendar days of the complaint initiation date*.
- Investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
- Send a full complaint assessment response by no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay and the anticipated date for resolution.
- Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
- In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved.
- We hope we can resolve most matters without the need for further escalation. Should you feel that your complaint is not resolved in accordance with this procedure or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman Service.
W: www.nhos.org.uk/contact-us
E: customer.services@nhos.org.uk
T: 0330 808 4286
(9am to 5pm Monday to Friday)
- It is within the New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within 2 years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider if relevant.
* The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).