Complaints

At Hive Homes, we are dedicated to bringing you the highest-quality service when you buy with us, but if you feel that we have fallen short, we’re ready to listen. Just email customercare@hive-homes.co.uk, and a member of our team will be there to help with any queries you may have.

Our Process

1. Acknowledgement

We will acknowledge all complaints within three working days

2. Investigation

We aim to respond to all complaints as soon as possible. Where further investigation is required we will liaise with the relevant personnel and send a written response within 10 working days from the complaint start date.

3. Conclusion 

The customer will receive, no later than 30 days from the complaint start date a Complaint Assessment Letter.

This will include details and a report of each complaint, and if or how the complaint has or will be settled. If further time is required to review or investigate the matter, an estimated time along with a brief description needs to be included for this request.

The customer will receive an update of works which we have excepted to settle no later than 28 days after the Complaint Assessment letter. If we does not accept the customers complaint a clear explanation with reasons for decision needs to be given.

To be include to the Customer will be details of how they can refer the complaint to the ‘dispute resolution service’ through their warranty provider, NHQB, the Consumer Code for Home Builders or The New Homes Ombudsman service if they are not happy with the outcome of this complaint.

4. Outstanding complaints

If a complaint is still outstanding and is no later than 56 days after the complaint start date. The customer will receive an ‘8 Week Letter’ which will outline what action/s have been taken, what action is to be taken for outstanding items and a brief description of the reasons why. Details of the expected completion time scale needs to be included in the description. Updates will be sent no later than every 28 days to the customer.

The customer can take this to the Dispute Resolution service by the warranty provider, NHQB, or Consumer Code for Home Builders.

5. Conclusion 

The customer will receive a closure letter following the completion of the complaints. This will include a list of items agreed within the complaints assessment letter and confirmation of the resolution of these items. This can be at any point after the Start date of the complaint.

This will include details to the Customer of how they can refer the complaint to the dispute resolution service through their Warranty provider, NHQB, the Consumer Code for Home Builders or The New Homes Ombudsman if they are not happy with the outcome of this complaint.

If any defects or Snags are not dealt with in line with the this procedure the customer can refer a dispute to the New Homes Ombudsman Service. This is within the first 2 years after completion or 56 days of the complaint start date

It is within the New Homes Ombudsman Service’s discretion to decide when or if to accept a complaint. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion.

Hive Homes will choose how to deal with unreasonably persistent or abusive complainants in accordance with their procedure once the normal complaints procedure has been exhausted.

If you do wish to contact Hive Homes regarding the customer service you have received please contact our customer service department below:

Hive Homes,

2a Derwent Avenue,
Chorlton
Manchester
M21 7QP

Email: customercare@hive-homes.co.uk

So, you can be sure your issue can be resolved without a hitch, please make sure your complaint matches the guides below.

• My issue is negatively affecting me, and I cannot fix it myself
• My complaint is genuine, and not designed to cause disruption or annoyance to the Hive Homes team
• My contacting Hive Homes can in no way be considered harassment, obsessive, unreasonable, or abusive

Behaviour which could categorise your complaint as abusive includes…

• Refusing to accept a decision made by Hive Homes, or that the decision is not within our team’s control
• Using bad language, intimidation, or harassment
• Submitting vague complaints, or change the complaint once it has been resolved
• Issuing complaints to several parties at once
• Sending multiple emails to our team, or being highly demanding

Handling Persistent and Excessive Complaints

If our initial complaints procedure has been exhausted and we find the complainant continues to be abusive or unreasonably persistent, we will action additional procedures in line with our policies.

If you’d like to contact us regarding your experience with our customer service team, you can:

Email us via customercare@hive-homes.co.uk

Write to us at:

Hive Homes
2A Derwent Avenue
Chorlton
Manchester
M21 7QP

Or get in touch via the form below: