{"id":1057,"date":"2024-11-20T14:54:22","date_gmt":"2024-11-20T14:54:22","guid":{"rendered":"https:\/\/prospecthomes.co.uk\/?page_id=1057"},"modified":"2025-01-21T15:39:08","modified_gmt":"2025-01-21T15:39:08","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/prospecthomes.co.uk\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\t\t
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COMPLAINTS HANDLING POLICY<\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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CONTACT POINTS AND PROCEDURES<\/strong><\/p>

If a complaint is made and cannot be resolved by the initial recipient, it will be passed to an appropriate member of the Customer Care team who will follow a standard procedure as outlined below:<\/p>

  1. During working hours (8.30 \u2013 17.00 Monday to Thursday and 8.30 \u2013 16.00 on Friday) customer care will provide written acknowledgment within 5 days of receiving a complaint and will gather further information regarding the complaint.<\/li>
  2. Path to Resolution Letter \u2013 No later than 10 calendar days from the Complaint Initiation Date, Prospect Homes will provide, a written Path to Resolution which outlines to the customer how Prospect Homes will investigate the complaint. This will include notifying a Customer if the complaint may be subject to a resolution service.<\/li>
  3. Complaint Assessment and Response Letter \u2013 No later than 30 calendar days from the Complaint Initiation Date, a customer will be sent a Complaint Assessment and Response Letter from Prospect Homes<\/li>
  4. Eight week (56 day) Letter \u2013 where the complaint is not closed and no later than 56 calendar days from the Complaint Initiation Date, a Customer will be sent an Eight Week Letter from Prospect Homes. The Eight Week Letter must include the following information:
    1. A clear summary of what action has been taken to date.<\/li>
    2. Clear details of what is still outstanding, a reason why and the actions to be taken.<\/li>
    3. An indicative timescale for resolution<\/li>
    4. The frequency that updates will be provided to the Customer by Prospect Homes until resolution, which must not be more than 28 calendar days.<\/li><\/ol><\/li>
    5. Closure Letter \u2013 to be sent by Prospect Homes to the Customer at any stage following the Complaint Initiation Date. This letter must include:
      1. A list of the items agreed in the complaint Assessment and Response Letter and confirmation that each item has been resolved.<\/li>
      2. Information about how to refer matters to a New Homes Ombudsman Service<\/li><\/ol><\/li><\/ol>

        For the avoidance of doubt, Prospect Homes may choose to aggregate several complaints into a single complaint, provided that the timetable shall apply from the first such complaint received.<\/p>

        All responses to customer complaints will, where possible, be made by telephone. Failing this the response will be made via the same medium as it was received.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

        COMPLAINTS HANDLING POLICY CONTACT POINTS AND PROCEDURES If a complaint is made and cannot be resolved by the initial recipient, it will be passed to an appropriate member of the Customer Care team who will follow a standard procedure as outlined below: During working hours (8.30 \u2013 17.00 Monday to Thursday and 8.30 \u2013 16.00 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1057","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nComplaints Procedure - Prospect Home<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/prospecthomes.co.uk\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - 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