YOur Journey

Our complaints procedure

At Skipton Properties we aim to deliver excellence, and in more than 30 years of building new homes we’ve built a reputation for high quality and customer service. This means that we have experience in resolving issues in the instances that something goes wrong.

If you have a complaint where we have: failed to do something we should have done, done something badly, treated you unfairly or discourteously. Then please do contact us and allow us the opportunity to put it right. However, if our Customer Care team isn’t able to resolve your issue themselves then we have a number of ways to escalate the issue.

Consult 44

We want to ensure you have the best possible experience when dealing with us and so, if for any reason we are unable to resolve your problem directly, we have appointed an independent company who will be able to help.

Consult 44, a company with more than 25 years’ experience resolving claims and disputes, will initially conduct a desk top review of your issue to ascertain if a physical inspection is required. They may require photographic evidence from you at this stage. If required, Consult 44 will then request access to your home in order to carry out a survey. A report will be compiled based on their findings, which they will endeavour to provide to Skipton Properties within 10 working days of the inspection. We will carry out any recommendations made by Consult 44 in the report, ensuring that a mutually agreeable solution is reached and the issue is resolved satisfactorily. Consult 44 aims to conclude the resolution process within four weeks of first being notified of an issue.

Formal Complaints

We acknowledge that occasional mistakes may arise, and in such instances, our aim is to reduce any disruption and address any pending matters as soon as possible. Initial complaints are assessed by our sales or customer care team and we hope they are resolved quickly. We have a robust process to ensure that your complaint is properly investigated and followed up.

Stage 1: Initial Complaint Handling

If you are dissatisfied with the response given by our Sales Advisor or Customer Care Manager, we ask that you or your professional adviser follow the complaints process outlined below.

Please address your letter to the following:

Complaints
Skipton Properties
Skipton House
Riparian Way
Riparian Court
Cross Hills
BD20 7BW

If you would prefer, you can email your complaint to [email protected].

Our Complaint Process:

Written Acknowledgement: We will acknowledge all complaints in writing no later than five days from the complaint initiation date (CID). The CID is the first working day after we receive your complaint. For instance, if a complaint is received on a Monday, the CID is the following Tuesday. If received on a Saturday, the CID is the following Monday (excluding public holidays).
Path to Resolution Letter: Within 10 calendar days from the CID, we will send you a written ‘path to resolution’ outlining how we plan to investigate and resolve your complaint. This will include whether you can refer the complaint to a dispute resolution service offered by your warranty provider if you are not satisfied with our procedure. Please note all complaints received that have not been resolved by our sales or customer care team will be reviewed by a Director.

3. Complaint Assessment and Response Letter: No later than 30 days from the CID, we will send you a detailed complaint assessment and response letter. This letter will include:

Details and a report on each complaint.
Actions taken to settle complaints, if applicable.
Further steps required if the complaint is not settled, with an estimated timeline.
Details of any required correction work and completion estimates.
An update schedule, with updates at least every 28 days.
If a complaint is not accepted, a clear explanation of our decision.
Information about dispute resolution services offered by the warranty provider and how to refer the complaint to the New Homes Ombudsman Service.

4. Eight-Week (56-Day) Letter: If the complaint remains unresolved 56 calendar days from the CID, we will send you an eight-week letter. This letter will include:
A summary of actions taken to date.
Details of what remains outstanding and the reasons.
An estimate of when the complaint will be settled.
An update schedule, with updates at least every 28 days.

5. Closure Letter: We may send a closure letter at any stage after the CID. This letter will confirm that each item in the complaint assessment and response letter has been resolved. It will also include information on referring matters to the New Homes Ombudsman Service if you are not satisfied.

We sincerely hope we are able to find a solution to your complaint. In the unlikely event that we can’t, please refer to the New Homes Ombudsman Service located here.

Full details of the complaints process and the code can be found in the New Homes Quality Board Code of Practice.