Linden Homes Vulnerable Customer Policy
At Linden Homes we seek to provide high levels of service, tailored to individual needs and also look to provide the additional level of assistance that maybe required for vulnerable customers, in order to achieve a good outcome. However, it is not always easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a vulnerable customer, please notify us as soon as possible of your particular needs and the reasonable steps or adjustments that may be required, such as nominating someone to support you. You are encouraged to do this when you first make contact with us.
We also operate a vulnerable customer policy which is designed to ensure that the way we conduct our business does not have a detrimental impact upon vulnerable customers.
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 which is in place to protect certain groups of customer.
A copy of the Code will be supplied to you through the conveyancing process and can be found at 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.
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.
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.
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
Step 1: If you have a complaint
If you have a complaint, then in the first instance you should contact the regional Customer Service team. Please CLICK HERE to see a list of all the regional offices and the relevant email addresses. Alternatively, this information can be found in your online account at lindenhomes.vistry.co.uk
If you are a customer who is yet to complete on the purchase of your new home, any queries should be directed to our sales teams at the appropriate development.
All complaints will be acknowledged within 4 days. Within 10 days of receipt, our team will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.
Within 28 days a complaint assessment and full response will be provided.
We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible.
We kindly request that if you remain unsatisfied with the outcome, that you inform us within 5 days so that we can escalate your complaint.
Step 2: What if I am not satisfied?
If you are still not satisfied then you should ask for your complaint to be referred to, or directly contact, the regional Sales or Customer Service Director depending on whether the complaint relates to a matter pre-completion or post-completion.
They will acknowledge all complaints within 4 days of escalation. Within 14 days of escalation, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.
Step 3: What happens if the Director cannot resolve the matter?
If the regional Sales or Customer Service Director is unable to resolve matters to your satisfaction, then you should escalate this further to the regional Managing Director (based at the regional office that you have been dealing with).
They will review your complaint and determine the best course of action, acknowledging the complaint escalation within 4 days and responding in full within 10 days of escalation.
What happens if we are unable to resolve your complaint through these 3 steps?
We will always do our best to deal with our customers in a fair and responsible manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to your Home Warranty provider (NHBC) under their claims and dispute resolution service. The NHBC will then either deal with the complaint under the terms of the warranty policy or, if the complaint falls outside the NHBC warranty dispute resolution scheme, offer you the opportunity to refer your complaint to the Independent Disputes Resolution. Full details of this scheme and its provider are part of the Consumer Code for Home Builders document given to you at reservation. Full details of this Code can also be found by visiting: consumercode.co.uk
If you would like further details of the NHBC resolution services please visit: www.nhbc.co.uk/homeowners or call 0844 633 1000.