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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.

CONTACT US

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Reservation to Legal Completion

Thank you for reserving your new home with us - we're absolutely delighted to be on this journey with you! We know that buying a home is one of the most exciting milestones, and it’s completely natural to have questions along the way. Please rest assured that we’re here for you every step of the process. From now right through to completion, our sales team will be your main point of contact, always ready to support you with any queries, big or small.

Whether you’re wondering about timelines, finishes, or just what comes next, we’re a phone call or email away. Our goal is to make this experience as smooth and enjoyable as possible for you. We look forward to keeping in touch and helping you get ready to move into your brand-new Balfour Beatty home with confidence and excitement.

You can contact us via email sales@balfourbeattyhomes.com 

After Sales Care

For emergencies, please call our 24 hour, 7 days a week, 365 days a year, 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
Kitteon House
Kettering Parkway
Kettering
NN15 6XW

All enquiries submitted through these channels will be documented and tracked. 

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Formal Complaint 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 Customer Care Team, who will acknowledge it within 3 working days during our business hours (09:00 AM to 5:00 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.
  • If your complaint remains open after 56 calendar days after the complaint initiation date, we will write to you to update you on each item raised with a clear summary of any action required.

2. Escalation to our Senior Management Team

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 Senior Management Team. If you do this: 

  • Your escalation will be acknowledged within 3 working days (during our normal business hours).
  • We'll inform you which senior leader 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 senior leader will work diligently to resolve the issue within this timeframe. 
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3. Escalation to a Director

If your concern cannot be resolved by a senior leader, it will be escalated to a 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 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 a 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