Our Customer Charter | Kellen Homes

Our Promise to You

At Kellen Homes, we’re dedicated to providing high-quality homes and excellent customer service to all of our clients throughout the home buying journey. We have a dedicated Customer Service Team that is here for you whenever you need us, to ensure that you have the best possible experience in your new home.

Our Kellen Homes customer charter details our commitment to providing you with open and honest information throughout your buying process.

Our Vulnerable Customer Policy

At Kellen Homes we seek to provide high levels of service, tailored to individual needs and also look to provide the additional level of assistance that maybe required for vulnerable customers, in order to achieve a good outcome. However, it is not always easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a vulnerable customer, please notify us as soon as possible of your particular needs and the reasonable steps or adjustments that may be required, such as nominating someone to support you. You are encouraged to do this when you first make contact with us.

Complaints and Quality Standards

We’re dedicated to providing exceptional customer care, just as we’re committed to building high-quality homes. We hold ourselves to the highest standards, including compliance with the New Homes Quality Code, and we’re a Registered Developer with the New Homes Quality Board.

However, we know that things can occasionally go wrong, and that’s why we take complaints very seriously. If you have a complaint, we ask that you let us know as soon as possible so that we can resolve the issue quickly and learn from the experience to continuously improve our services.

Reporting A Fault

Although we hope you don't have any problems after you move into your new home, our commitment continues after your sale has been completed.

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 contact us and allow us the opportunity to put it right. We care about all our customers and want everyone to have a great service and house buying experience.

Informal complaints

If you are able to resolve any issue informally with our office and are happy with the outcome, then you need not use our formal complaints procedures. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.

Formal complaints process

We have a robust process to ensure that your complaint is properly investigated and followed up:

Please raise your complaint with our Customer Service Team – customerservices@kellenhomes.com
We will acknowledge all complaints within five calendar days of the complaint initiation date*.
We will investigate your concerns and send a response which details our proposed pathway to resolution within ten calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
We will 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. However, if 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.
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 two 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).