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, feedback or complaints should be directed to your main point of contact at Pegasus Homes; for example, for new transactions, whether it be a sale or rental, you should contact your Regional Customer Advisor. If you are already living in one of our communities, please get in touch with your on-site team member(s).
If you are a customer and would like a more formal process to record and respond to a complaint or feedback, we have a process in place which addresses the following scenarios;
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If you own a Pegasus Homes property and the complaint relates to the process of purchasing your property.
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Your complaint relates specifically to the management of the building, including service charges, or to a maintenance or operational issue.
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Your complaint relates specifically to the Heat Network, i.e. Heating & Hot Water
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Your complaint relates to our handling of your personal information - GDPR
General complaints
Should you have a complaint or would like to submit feedback but are not a Pegasus Homes customer, please submit your complaint via the details at the bottom of this page.
If you own a Pegasus Homes property and the complaint relates to the process of purchasing your property
If your complaint is regarding the purchasing of your property, we will follow the process in line with the Consumer Code for Homebuilders.
On receipt of the complaint, we will:
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Provide a written acknowledgement of the complaint to you within 5 working days of receipt of the complaint being made;
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Provide a more detailed response within 20 working days of a complaint being made. This will include confirmation as to whether your complaint would be eligible to be progressed through to the Independent Dispute Resolution Scheme or The Property Ombudsman.
The complaint may become a dispute if:
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You do not receive any response from us within 20 working days of a complaint being made;
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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.
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If eligible, a dispute may be brought to the Independent Dispute Resolution Scheme after 56 calendar days have passed since you first raised the complaint with us and no later than 12 months after our final response to the complaint.
Using our complaints procedure or the Independent Dispute Resolution Scheme does not affect your normal legal rights.
If your complaint relates specifically to the management of the building, including service charge, or a maintenance and operational issue
On receipt of the complaint, we will:
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Provide a written acknowledgement of the complaint to you within 5 working days of the complaint being made;
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Provide a more detailed response within 20 working days of a complaint being made.
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If your complaint relates specifically to the Heat Network i.e. Heating & Hot Water
A link to a copy of our specific complaints policy and procedure can be found below but in summary, if you are currently living in one of our communities and have a complaint about a specific billing query, you will need to contact the provider directly and contact details can be found within this document. If your complaint relates to a generalised heat network query, please see below for ways in which you can contact us.
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By email [email protected]
Please place Feedback & Complaints in the Subject line -
In writing to:
Heat Network Complaints
Pegasus Homes Group
Unit 1, Royal Court
Church Green Close
Winchester
SO23 7TW
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By contacting us via telephone - 0800 975 0170 - Please inform the call handler that this is in relation to Heat Networks
Heat Networks Complaint Handling Policy and Procedure
If your complaint relates to our handling of your personal information - GDPR
If you have a complaint about how we have managed the handling of your personal data, please submit your complaint using the email address:
[email protected] - Please place Data Protection Complaint in the Subject line
In accordance with the Data Usage Access Act 2025, we will acknowledge receipt of your complaint within 5 working days.
If you wish to be removed from our database
If you are registered on our database and wish for your details to be removed, please contact us on:
[email protected] - Please place Removal from Database in the Subject line
Please note that, like many other companies, we may use a third-party mailing house when running a marketing campaign and therefore you may have received some unwanted communications from them on behalf of us. We are unable to remove your details from their databases due to it being your personal data. However, by contacting the companies below, you can do so.
The Mailing Preference Service (MPS) where individuals can register their details to stop unsolicited mail. MPS is a free service funded by the direct mail industry to enable consumers to have their name and home address in the UK removed from lists used by the industry. It is actively supported by the Royal Mail and fully supported by the Information Commissioner's Office (ICO), which regulates data protection. The easiest way for people to change marketing permissions is to either register via the MPS website:
www.mpsonline.org.uk or call them on 0207 291 3310.
Address Intelligence
14th Floor,
33 Cavendish Square,
London,
W1G 0PW
Email: [email protected] or call them on 020 3920 8615
To submit your feedback or complaint and to ensure timely receipt, please use the email address:
[email protected] - Please place Feedback & Complaints in the Subject line
Should you wish to submit your feedback or complaint in writing, please use the following address:
Feedback and Complaints
Pegasus Homes Group
Unit 1, Royal Court
Church Green Close
Kings Worthy
Winchester
SO23 7TW
At Pegasus Homes, we are dedicated to providing a welcoming, safe, and respectful environment for everyone. While our team works hard to assist you, we maintain a zero tolerance policy regarding any abusive, threatening, or harassing behaviour, whether verbal or written, directed at our staff.
To ensure our employees are treated with the dignity and respect they deserve, we reserve the right to refuse service, cease communication, or take further necessary action if required.
For more information, please see the links below:
Consumer Code for Homebuilders
http://www.consumercode.co.uk/home-buyers/how-are-complaints-dealt-with/
Ombudsman
https://www.tpos.co.uk/consumers
Trading Standards
https://www.gov.uk/find-local-trading-standards-office
Warranty Providers:
Premier Guarantee
https://www.premierguarantee.com/en/homeowners.html