We have a dedicated team of customer care and sales professionals who will support you through your home buying journey, from your initial enquiry to moving into your new Balfour Beatty home and beyond.
We're committed to
For emergencies, call our 24/7 safeguard line on 01207 503 293
For other matters, email us at:
customercareengland@balfourbeatty.com or
customercarescotland@balfourbeatty.com
Alternatively, write to us at:
Balfour Beatty Homes, RCI Building, Haylock House, Kettering Parkway,Kettering, NN15 6EY
All enquiries submitted through these channels will be documented and tracked.
In case of an emergency, you can call our safeguard line on 01207 503293, this line is open 24 hours a day, 7 days a week, 365 days a year.
In the event of a suspected gas leak please turn the supply off in the meter box and call the 24 hour National Gas Emergency Service on 0800 111 999.
Click the 'find out more' button to see our classifications for genuine emergency situations and those that are NOT covered by your warranty provider.
We hold ourselves to the same high standards of care and attention when supporting our customers as we do when constructing our homes. However, we understand that occasionally issues may arise, and we take all complaints very seriously. If you wish to raise a concern, please let us know so we can address the matter promptly and use your feedback to improve our service.
While we hope you will experience no problems after moving into your new home, our commitment to you continues well beyond your purchase. If you have a concern about your home that we may not be aware of, please get in touch with your sales advisor or site manager, their contact details will be displayed on your FredHUG app. If your sales advisor or site manager are able to resolve the issue to your satisfaction, there is no need to follow our formal complaints procedure.
However, if you feel that the matter has not been addressed properly or remains unresolved, you may choose to submit a formal complaint, please email customercareengland@balfourbeatty.com or customercarescotland@balfourbeatty.com.
Details of our formal complaints process are provided below.
We aim to resolve complaints with minimum delay and will provide you with updates at the following set points:
On addressing all items raised within your complaint, we will write to you to summarise the action taken on each and to confirm the complaint is closed.
Our Customer Care team regularly review all formal complaints so we may amend our processes where necessary and continue to improve the service we deliver to all our Customers.
We take all concerns raised seriously and aim to resolve them during the initial assessment.
However, if you feel your complaint has not been satisfactorily addressed or resolved within the given timeframe (including the resolution plan), you can escalate it for review. Please email customerescalation@balfourbeattyhomes.com, or alternatively, you can contact
If you do this:
If your concern cannot be resolved by a member of our Board of Directors, it will be escalated to our Managing Director who will:
If you are unhappy with how we have dealt with your complaint, you may be able to refer it for independent review.
Referrals can only be made after 56 calendar days have passed since first raising it with us and no later than 12 months after our final response. Where you direct your referral depends on when you reserved your home.
We hope it won't come to this, but if you're still not satisfied after your complaint has been reviewed by our Managing Director, you can seek independent help via the routes below:
If you reserved your home on or before 4th March 2025 then you will be covered by the Consumer Code for Home Builders.Under the Consumer Code for Home Builders (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty Provider in the first instance, eg NHBC. If appropriate, they might refer you to the Consumer Code for Home Builders who run an Independent Dispute Resolution Scheme (IDRS).The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.
If you reserved your home on or after 4th March 2025 then you will be covered by the New Homes Quality Code.Under the New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to the New Homes Ombudsman Service (NHOS) (www.nhos.org.uk). The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication.
If you reserved your home on or after the 2nd March 2026 then you will be covered under the New Homes Quality board v2 2026.Under the New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to New Homes Ombudsman Service (NHOS) www.nhos.org.uk. The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication. https://www.nhqb.org.uk/homebuyer/
Using our formal complaints process, the Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.
