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, Kitteon House, Kettering Parkway, Kettering, Northamptonshire, NN15 6XW
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 are committed to resolving complaints fairly, promptly, and in accordance with the New Homes Quality Code. We will keep you informed throughout the process and provide updates at the following stages: Complaint Start Date The complaint start date will be the first working day following receipt of your complaint. Acknowledgement
Complaints Handling Procedure
We are committed to resolving complaints fairly, promptly and in accordance with the New Homes Quality Code. We will keep you informed throughout the process and provide updates at the following key stages.
Complaint Start Date
The complaint start date will be the first calendar day after we receive your complaint.
Acknowledgement – Within 5 Calendar Days
Within 5 calendar days of the complaint start date, we will acknowledge your complaint in writing and provide details of how your complaint will be managed.
Initial Response – Within 10 Calendar Days
Within 10 calendar days of the complaint start date, we will write to you setting out our decision or explaining how we will investigate the issues you have raised.
This response will include:
Details of any matters that have been resolved and the action taken.
Details of any issues requiring further investigation, including the reasons why and the anticipated timescale for completion.
Details of any agreed remedial works and the estimated timescale for completion.
The date by which you can expect the next update.
A clear explanation where any aspect of your complaint is not upheld.
Information about any relevant independent dispute resolution service, where applicable.
Progress Update – Within 30 Calendar Days
If your complaint remains unresolved, we will provide a written update within 30 calendar days of the complaint start date.
This update will include:
A summary of the actions taken to date.
Details of any outstanding issues and the reasons they remain unresolved.
The actions required to progress the matter towards resolution.
An estimated timescale for resolving the outstanding issues.
Confirmation of when the next update will be provided.
Further Update – Within 56 Calendar Days
If your complaint remains unresolved 56 calendar days after the complaint start date, we will provide a further written update.
This update will include:
A summary of all actions taken to date.
Details of any matters that remain outstanding and the reasons why.
The steps being taken to achieve resolution.
An updated estimated timescale for resolution.
Confirmation of the frequency of future updates until the complaint is closed.
Complaint Closure
Once all matters raised in your complaint have been addressed, we will write to confirm:
The actions taken in relation to each issue raised.
That your complaint has been concluded and closed.
We regularly review complaints and customer feedback to identify opportunities for improvement and to ensure we continue to deliver a high standard of service to all our customers.
New Homes Ombudsman service
If you remain dissatisfied with the outcome of our complaints process, you may be entitled to refer your complaint to the New Homes Ombudsman Service for an independent review.
You may do this either, once 56 calendar days have passed from the date your complaint was first raised with us, whether or not any internal escalation or review has been completed.
Or upon receipt of our closure letter.
Here are the details of how to contact them:
· New Homes Ombudsman Service telephone: 0330 808 4286
· Email: info@nhos.org.uk
· Website: https://www.nhos.org.uk
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 from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant.
We are committed to resolving complaints fairly, promptly and in accordance with the New Homes Quality Code. Our escalation process forms part of the overall complaints procedure and operates within the complaint handling timescales set out in this policy. The complaint timetable will continue to run from the date the complaint was first received and will not restart, pause or extend if an escalation is requested.
If you are dissatisfied with our handling of your complaint, the progress of our investigation, or the resolution proposed, you may request that the matter is reviewed by a senior manager, Director or, where appropriate, the Operations Director.
Escalation requests can be made by emailing customerescalation@balfourbeattyhomes.com or by contacting:
· Michelle Skeete, Business Operations Manager – Michelle.skeete@balfourbeatty.com
· Amer Alkhalil, Operations Director – Amer.alkhalil@balfourbeatty.com
How Escalation Works
· The escalation review will form part of the existing complaint handling process and will not create a new complaint or a separate complaint stage.
· The original complaint start date will continue to apply for all complaint handling milestones.
· The complaint acknowledgement, initial response, complaint assessment response and 56-day update will continue to be measured from the date the complaint was first received.
· The outcome of any escalation review will be incorporated into the next scheduled complaint response under the NHQB complaint timetable.
· Where further investigation is required, we will explain the reasons for this and continue to provide updates in accordance with the complaints procedure.
| Milestone | Complaint Handling Requirement | Escalation Review Alignment |
| Within 5 calendar days | We will acknowledge receipt of the complaint in writing. | If an escalation request is received before this milestone, we will confirm as part of the acknowledgement, or as soon as reasonably practicable afterwards, that the matter has been referred for senior review. This does not create a new 5-day acknowledgement period. |
| Within 10 calendar days | We will provide an initial response, setting out our proposed pathway to resolution or explaining how the complaint will be investigated. | Where escalation has been requested, the initial response will confirm who is reviewing the complaint, what issues are being considered and any further information required. |
| Within 30 calendar days | We will provide a Complaint Assessment Response confirming the outcome, the steps taken, any proposed resolution and any outstanding matters. | The Complaint Assessment Response will include the findings of any senior management or Director review and will confirm Balfour Beatty Homes' position on the matters raised. |
| Within 56 calendar days | If the complaint remains unresolved, we will provide a further written update explaining the reason for the delay, the outstanding issues, the next steps and the anticipated timescale for resolution. | If any Operations Director or final internal review is required, the findings will be included within the 56-day update or any subsequent scheduled update. The escalation review will not extend the 56-day point. |
Operations Director Review
Where appropriate, a complaint may be referred to the Operations Director for a final internal review. The Operations Director will consider all previous correspondence, investigations, decisions issued during the complaint process and any further information relevant to the issues raised.
Referral to the Operations Director will not restart, pause or extend the complaint handling timescales. Any Operations Director review will be completed within the existing complaint handling timetable and the outcome will be incorporated into the next scheduled complaint response or update.
New Homes Ombudsman Service
If you remain dissatisfied with the outcome of our complaints process, you may be entitled to refer your complaint to the New Homes Ombudsman Service for an independent review.
If you are unhappy with our handling of your complaint, you may refer the matter to the New Homes Ombudsman Service once 56 calendar days have passed from the date your complaint was first raised with us, whether or not any internal escalation or review has been completed.
· New Homes Ombudsman Service telephone: 0330 808 4286
· Email: info@nhos.org.uk
· Website: https://www.nhos.org.uk
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 from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant.
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.
