Imperial Homes Customer Care Policy

We are committed to providing great customer service throughout the sale, while building your new home with care and attention. Our customer care team will be in contact with you in the weeks after completion to check you have settled in well. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. We do ask you to let us know so that we may have the opportunity to resolve the issue for you, so that we can learn from it.

Reporting an issue

Although we hope there will be no issues after you have moved into your new home, our commitment is not only from the start but after completion. If you want to tell us about an issue with your home of which we are not yet aware, please contact our Customer Care team - [email protected] In the unlikely event that they are unable to resolve the matter to your satisfaction, please refer back to this complaint’s procedure.

Informal complaints

If you are able to resolve any issue informally by telephone/email with Customer Care and are happy with the outcome then you need not use our formal complaints procedures. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.

Formal complaints process

We have robust processes to ensure that your complaint is investigated swiftly by the team who are best placed to deal with any issues relating to your home. However, if this is not to your satisfaction, please direct your issues in writing to the address below.

Managing Director
Imperial Homes Ltd
Paddock View, Calcot Mount Business Park
Calcot Lane, Curdridge
SO32 2BN

Your complaint will then be allocated to the Managing Director of Imperial Homes. They will acknowledge your complaint within 2 working days and aim to respond fully within a further 15 working days. This response will explain the Company’s final position in relation to the matters raised.