Our Customer Commitment

Peace of Mind

Even after you’ve moved in we will still be on hand in case you need anything, we want to make sure everything is right in your new home. Our customer service team will get in touch shortly after you have moved in to see how you have settled in and answer any questions you may have.

We want every stage of your customer experience with us to be a good one, starting from your initial enquiry right through to moving into and living in your new home.

Buying a new home can seem a complicated process, but at Linden Homes we aim to make it as simple and straightforward as possible. We fully support and comply with the Consumer Code for Home Builders.

A copy of the Code will be supplied to you through the conveyancing process and can be found at https://consumercode.co.uk.

Feedback from our customers is important to us. We want to make sure that everyone is completely satisfied with the way we’ve managed the process of building and selling new homes. Our wish, too, is that each new Linden home will meet or, better still, exceed expectations. If there is anything we have done or neglected to do which has caused concern or upset, we’d like to know about it so that we can improve our practice in the future.

NHBC, on behalf of the House Building Federation, sends out a survey to all new home owners 8 weeks after legal completion. Please take the time to fill it in. We take your responses seriously and will incorporate everything we learn into the way we work and into our staff training.

You can be assured, the feedback we get is analysed within the company and all individual comments are taken on board. Constructive criticism, as well as positive suggestions, are equally important to us.

Significant changes to our procedures have already been put in place as a result of the feedback we have had from our customers and we will continue to strive to get better at what we do. We look forward to receiving your completed Questionnaire and would like to thank you in advance for taking the time.

Why not see what some of our other customers think of us? Click here.

We won't suddenly disappear! We will keep in touch and make sure that your experience of living in a new Linden home is as enjoyable as you hoped. We are only ever a phone call away.

While we try to ensure there will be no problems after you move into your new home, they do sometimes unfortunately occur.

We will give you details of the members of our Customer Services Team so you know who to speak to. If any remedial work is necessary, it will be attended to within the hours of 8.30am - 5.30pm, Monday - Friday. You will also be given details of an emergency service provider if anything should occur outside normal office working hours.

Non-emergency Service Calls

If any defects are identified at handover, or within the next few days, we will aim to rectify them, subject to availability of materials and you being able to give us access within fourteen days thereafter.

Emergencies

These we define as problems which are, or seem to be, harmful to your health and safety or security or immediately harmful to your new home.

Exclusions

Things we do not cover are:


  • Normal shrinkage cracking which can be reasonably expected during the drying out period of the property
  • Wear and tear through the use of your new home
  • Things such as storm damage which are normally covered by the household insurance. You should approach your Insurer in the first instance
  • Damage caused by neglect or failure to follow operating instructions, or lack of maintenance

Click here to contact our Customer Service Team

Consumer Code

We want every stage of your customer experience with us to be a good one, starting from your initial enquiry right through to moving into and living in your new home.

Buying a new home can seem a complicated process, but at Linden Homes we aim to make it as simple and straightforward as possible. We fully support and comply with the Consumer Code for Home Builders.

A copy of the Code will be supplied to you through the conveyancing process and can be found at https://consumercode.co.uk.

Customer Satisfaction Survey

Feedback from our customers is important to us. We want to make sure that everyone is completely satisfied with the way we’ve managed the process of building and selling new homes. Our wish, too, is that each new Linden home will meet or, better still, exceed expectations. If there is anything we have done or neglected to do which has caused concern or upset, we’d like to know about it so that we can improve our practice in the future.

NHBC, on behalf of the House Building Federation, sends out a survey to all new home owners 8 weeks after legal completion. Please take the time to fill it in. We take your responses seriously and will incorporate everything we learn into the way we work and into our staff training.

You can be assured, the feedback we get is analysed within the company and all individual comments are taken on board. Constructive criticism, as well as positive suggestions, are equally important to us.

Significant changes to our procedures have already been put in place as a result of the feedback we have had from our customers and we will continue to strive to get better at what we do. We look forward to receiving your completed Questionnaire and would like to thank you in advance for taking the time.

Why not see what some of our other customers think of us? Click here.

Two-Year Warranty

We won't suddenly disappear! We will keep in touch and make sure that your experience of living in a new Linden home is as enjoyable as you hoped. We are only ever a phone call away.

While we try to ensure there will be no problems after you move into your new home, they do sometimes unfortunately occur.

We will give you details of the members of our Customer Services Team so you know who to speak to. If any remedial work is necessary, it will be attended to within the hours of 8.30am - 5.30pm, Monday - Friday. You will also be given details of an emergency service provider if anything should occur outside normal office working hours.

Non-emergency Service Calls

If any defects are identified at handover, or within the next few days, we will aim to rectify them, subject to availability of materials and you being able to give us access within fourteen days thereafter.

Emergencies

These we define as problems which are, or seem to be, harmful to your health and safety or security or immediately harmful to your new home.

Exclusions

Things we do not cover are:


  • Normal shrinkage cracking which can be reasonably expected during the drying out period of the property
  • Wear and tear through the use of your new home
  • Things such as storm damage which are normally covered by the household insurance. You should approach your Insurer in the first instance
  • Damage caused by neglect or failure to follow operating instructions, or lack of maintenance

Click here to contact our Customer Service Team

Customer Complaints Procedure

In the unlikely event that you are dissatisfied with any aspect of the service you have received from us, or have specific concerns relating to your home, we would request that you refer to the following procedure.

  1.  Most complaints can be dealt with by contacting our dedicated Customer Service team at the regional office.
  2. Where this is not the case and you’re not satisfied that the matter has been resolved, then we would request that you escalate your complaint to our Head of Customer Service within the regional office.
  3. Lastly, if you remain unsatisfied that the matter has been resolved acceptably we would request that you refer this to the regional office Managing Director for further review.

Please CLICK HERE to see a list of all the regional offices and the relevant email addresses.

When contacting us, please provide us with your full contact details and as much information as possible. This will ensure that we are able to respond to you quickly and fairly


How do we deal with your complaint?

We will acknowledge your complaint within two working days and we will endeavour to respond within seven working days.

Once your complaint has been acknowledged, we will do our best to:

  • Fully investigate, which may necessitate obtaining further information from you
  • Keep you advised of progress where relevant
  • Do everything we can to resolve the complaint

What to do if you remain unsatisfied

If you are a homeowner and are not satisfied with our final response to your complaint you may refer the matter to either your warranty provider (in most cases this will be the NHBC), or where appropriate you may refer it to the Consumer Code Independent Dispute Resolution Scheme, https://consumercode.co.uk. Your legal rights are not affected by this process.

All images are used for illustrative purposes only and are representative only. They may not be the same as the actual home you purchase and the specification may differ. Images may be of a slightly different model of home and may include optional upgrades and extras which involve additional cost. Individual features such as windows, brick, carpets, paint and other material colours may vary and also the specification of fittings may vary. Any furnishings and furniture are not included in any sale. Please check with our sales representatives for details of the exact specifications available at the development(s) for each type of home and the associated prices.