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Our commitment to you

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.

If you raise a concern, we're committed to: 

  • Promptly acknowledging your concern
  • Investigating it thoroughly and swiftly
  • Communicating clearly and fairly
  • Working with you in good faith to find a resolution
  • Learning from any mistakes to improve our offerings
  • Adhering to the Consumer Code for Home Builders / NHQB and NHBC standards.

How to contact us

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. 

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Our resolution process

To ensure we can assist you in the best possible way, we follow the stages outlined below if you share a concern with us. 

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1. Initial assessment and resolution

When you reach out to us, we’ll take the following steps:

  • Your complaint will be directed to the responsible Manager, who will acknowledge it within 3 working days during our business hours (9:00 AM to 5:30 PM Monday to Friday, excluding bank holidays and our christmas/new year closure).
  • After assessing the complaint, we will provide you with an estimated timeframe for a response, typically within 10 working days.
  • If we need more information or evidence, we'll let you know promptly.
  • Sometimes, to fully understand what’s gone wrong, we may need to visit your home. If so, we'll contact you within 10 working days to arrange a convenient time.
  • After our visit, we'll outline a resolution plan within 10 working days.
  • We'll make every effort to complete any agreed work within 28 days, though some factors such as sourcing specialist parts or obtaining specialist reports may mean this takes slightly longer. We’ll keep you updated every step of the way. 

2. Escalation to our Board of Directors 

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 may escalate it for the review by our Board of Directors. If you do this: 

  • Your escalation will be acknowledged within 3 working days (during our normal business hours).
  • We'll inform you which Director or Head of Department will personally handle your case.
  • This senior team member will conduct a thorough review of your complaint.
  • They'll aim to respond comprehensively within 10 working days of the escalation acknowledgment.
  • If we need extra time due to unforeseen circumstances, we'll keep you informed. 
  • Our Director or Head of Department will work diligently to resolve the issue within this timeframe. 
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3. Escalation to our Managing Director  

If your concern cannot be resolved by a member of our Board of Directors, it will be escalated to our Managing Director who will: 

  • Acknowledge receipt of your complaint within 3 working days (during normal business hours).
  • Complete a comprehensive review, personally examining all details of your complaint.
  • Aim to respond on the matter within 10 working days from the acknowledgment date. In this response, the Managing Director will outline Balfour Beatty Homes' definitive stance on the issues raised.
  • If we require additional time for any reason, we'll communicate this to you promptly. 

4. Independent Support

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: 

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We're here to help

So please get in touch
Contact us