Complaints Procedure
At Pegasus Homes, we pride ourselves on creating beautiful new homes and communities and providing first-class customer service. We are members of both the Consumer Code for Homebuilders and the Property Ombudsman.
We welcome feedback from our valued customers, and actively seek their views to continually improve our service. On the rare occasion when something goes wrong, we want to know about it, so that we can avoid it happening again.
In the first instance, we ask that feedback is directed to the main point of contact at a community or within the sales team. If the customer would like a more formal process to record and respond to a complaint or piece of feedback, we have a process in place to respond.
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Submitting a complaint if you own a Pegasus Homes property
If your complaint is regarding home ownership or regarding the process of purchasing your property, we will follow the process in line with the Consumer Code for Homebuilders.
Please submit your complaint in writing, either by email or by post, to:
Feedback and Complaints
Pegasus Homes Group
105 - 107 Bath Road
Cheltenham
Gloucestershire
GL53 7PR
[email protected] - addressed to Feedback & Complaints
We will then follow the next steps:
- We will provide a written acknowledgement of the complaint to you within five working days of the complaint being made.
- You can expect a more detailed response from us within 20 working days of a complaint being made. Where applicable, we will include one or more of the following:
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- An acceptance of the complaint and what action we are going to take to resolve the issue(s) raised.
- An estimated timescale for the work required to resolve the issue(s) raised.
- The time may vary depending on, for example, the nature of the issues raised, investigation work needed, the lead time for sourcing materials, and the preparation work needed.
- A rejection of the complaint and details of the reason(s) why the complaint is rejected.
- Details of any further investigation work necessary to determine the outcome of our decision to either accept or reject the complaint, including timescales.
- That a written final response will be provided as soon as possible after any further investigation has been carried out and that it will set out what part(s) of your complaint we agree with as well as (where appropriate), what part(s) we disagree with and why.
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The complaint may become a dispute if:
- You do not receive any response from us within 20 working days of a complaint being made;
- You cannot reach an amicable resolution to the complaint with us within 56 calendar days of the complaint being made if the defective, faulty or incomplete Works or issues arising are not resolved within timescales agreed between you and us.
In these rare scenarios, you may direct your complaint to the Independent dispute Resolution Scheme or the Home Warranty Body (or both) as appropriate:
The Consumer Code Scheme
Using our complaints Procedure or the Independent dispute Resolution Scheme does not affect your normal legal rights. If the issue is not covered by the New Home Warranty, the Home Warranty Body may give you details about the Code’s Independent dispute Resolution Scheme.
A dispute may be brought to the Independent Dispute Resolution Scheme after 56 calendar days have passed since you first raised the complaint with the us and no later than 12 months after the our final response to the complaint
Further guidance and a copy of the Consumer Code, is available at:
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If you are a Tenant or your complaint relates to the management of the building including service charge and operational issues:
In the first instance, please direct your feedback to your main point of contact at Pegasus Homes, for example for new transactions, your sales advisor or, if you are a resident already living in one of our communities, your Buildings and Community Coordinator.
If you cannot reach a resolution with your initial point of contact, please send your complaint or feedback to us in writing, to:
Feedback and Complaints
Pegasus Homes Group
105 - 107 Bath Road
Cheltenham
Gloucestershire
GL53 7PR
[email protected] - addressed to Feedback & Complaints
We will then follow the next steps:
- We will acknowledge your complaint within three working days of the complaint being made and include a copy of our complaints procedure within our acknowledgement.
- We will then conduct an initial investigation, and provide you with a full response within 15 working days from the complaint being made.
- We will respond to all complaints raised in writing and advise of any actions that we intend to take.
- Should you be dissatisfied with our response, we will explain how to escalate the complaint.
- A full and final response and viewpoint letter will be sent within a further 15 days which will constitute a written statement clearly expressing our final view on all the complaints raised.
- You will then have 12 months to refer the complaint to The Property Ombudsman from the date of your final viewpoint letter if you do not agree with the outcome.
For more information on your rights and how to refer complaints to the Property Ombudsman, visit this site.
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General complaints
Should you have a complaint or would like to submit feedback but are not a Pegasus Homes customer, please submit your complaint to:
Feedback and Complaints
Pegasus Homes Group
105 - 107 Bath Road
Cheltenham
Gloucestershire
GL53 7PR
[email protected] - addressed to Feedback & Complaints
We will then follow the next steps:
We will acknowledge your complaint within five working days of the complaint being made.
- A member of the team will be in touch in order to address any concerns and attempt to provide a
solution where necessary. - Should you be dissatisfied with any aspect of this response the member of staff will advise you as to how this complaint can be escalated.
- We will aim to respond to your complaint within 15 days of it being made.
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Should you be in any doubt as to which process you will follow, please email us [email protected] and a member of the team will be in touch within five working days.
For more information please see the links below:
http://www.consumercode.co.uk/home-buyers/how-are-complaints-dealt-with/