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Get the support you need.
We know that issues sometimes occur, and that’s why we’re here long after you’ve moved in, providing dedicated support to make your life easier. With the systems we have in place, we’re able to respond quickly to issues and keep you updated every step of the way.
To get you the right help, we’ll first need to know what kind of problem you’re dealing with. For example, if you have an issue with your home, your local divisional customer care department should be your first point of contact.
If our local team can’t help or your problem persists, you can make a formal complaint by following the steps below.
We are aware that errors do sometimes occur, and where this happens, it is our intention to minimise any inconvenience and resolve any outstanding issues at the earliest opportunity.
If, for any reason, you’re unhappy with our local customer care department’s handling of your complaint, the head of the department is best placed to further investigate.
If you are not satisfied and feel the problem has not been fully resolved, you can request a review of your complaint by the managing director of your local division.
Our hope is that all complaints can be successfully addressed by our regional teams. However, if you remain unhappy with the outcomes of steps one and two, a regional chair will review your concerns.
I own a Bellway home and need support. View frequently asked questions that can help.
The quality of service and our overall experience with Bellway was second to none.Mark Sims, Regency Manor, Durham division
Please note, this form is only for submitting formal complaints, first you should speak with our colleagues to see if they can support you with your issue.
We will acknowledge receipt of your complaint within two business days, starting from the first business day after we receive it.
No later than 10 days from the date we receive your complaint, we will send you a letter or email outlining how we plan to investigate and resolve your issue.
Within 30 days of receiving your complaint, we will provide a detailed assessment and response.
If your complaint has not been resolved by then, we will send you a letter, no later than 56 calendar days from the complaint start date, confirming Bellway’s final position.
If you are still dissatisfied with our response after 56 days from raising your complaint, you are free to contact the New Homes Ombudsman to seek independent adjudication. Bellway are committed to ensuring a fair resolution, and the New Homes Ombudsman is here to provide our customers with impartial and independent support.
We are a registered developer with the Consumer Code for Home Builders and the New Homes Quality Board, and comply with their applicable Codes.
In the unlikely event that you remain dissatisfied after following our formal complaints procedure, you may be able to raise your complaint with your Warranty Provider, or through the respective Code bodies:
Consumer Code for Home Builders (for homes reserved before
4 October 2022)
www.consumercode.co.uk
New Homes Quality Board (for homes reserved on or after 4
October 2022)
www.nhqb.org.uk
Additionally, all homeowners of properties reserved after 4
October 2022 are able to progress concerns to the New Homes Ombudsman Service.
www.nhos.org.uk
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