Complaints

Hive Homes Complaints Procedure

Our Commitment

At Hive Homes, we are committed to delivering high-quality homes and excellent customer service. If you are dissatisfied with any aspect of our service, after-sales support, or the quality of your home, we want to hear from you and will work with you to resolve your concerns fairly, promptly, and professionally.

Should you have an issue or defect with your Hive property within the first two years of legal completion, simply log the issue within our defect portal, and a member of our Customer Service team will review the issue. Where a defect is valid, they will instruct our site teams to make contact to arrange any rectification works.

However, in order to raise a formal complaint, all complaints need to be submitted in writing to [email protected] or Hive Homes, 2a Derwent Avenue, Chorlton, Manchester, M21 7QP

What is a Complaint?

A complaint is any expression of dissatisfaction about the service provided by Hive Homes, our employees, contractors, agents, or the quality of a Hive Homes property where the customer expects a response or resolution.

Complaint Start Date

The Complaint Start Date is the first working day after Hive Homes receives your complaint.

Stage 1: Written Acknowledgement

We will acknowledge your complaint in writing within five calendar days of the Complaint Start Date.

Stage 2: Path to Resolution

Within 10 calendar days of the Complaint Start Date, we will provide a written Path to Resolution outlining how we will investigate and manage the complaint. The Path to Resolution will identify the person responsible for managing the complaint and the anticipated timescales for investigation

Stage 3: Complaint Assessment Letter

Within 30 calendar days of the Complaint Start Date, we will issue a Complaint Assessment Letter setting out our findings, decisions and any proposed actions.

Stage 4: Ongoing Complaints and 56-Day Update

In the unlikely event a complaint remains unresolved after 56 calendar days, we will issue a 56-Day Update Letter providing information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.

Stage 5: Closure Letter

Once the complaint has been resolved, or Hive Homes has completed its investigation and reached a final position, we will issue a Closure Letter confirming the outcome of our investigation and providing details of how to refer your complaint to the New Homes Ombudsman Service (NHOS), where eligible.

Escalation

Following this, should you feel dissatisfied with the outcome of your complaint or if your complaint is not resolved in accordance with this procedure, you will have the right to escalate your complaint.

If your complaint relates to a reservation made after 1st November 2022, you have the right to refer your case to the New Homes Ombudsman Service. If you reserved a home between 1st November 2022 and 1st March 2026, you will be covered by version one of the New Homes Quality Code (NHQC). If you reserved on or after 2nd March 2026, you will be covered by version two of the NHQC. Please visit the New Homes Quality Board (NHQB) website for more details.

The Ombudsman will decide whether they accept a complaint, in accordance with their scheme rules.

The New Homes Ombudsman Service may consider complaints relating to matters arising from the reservation of a new home through to two years after legal completion, subject to its Scheme Rules.

Customers may refer a complaint to the New Homes Ombudsman Service if they remain dissatisfied following receipt of Hive Homes’ Closure Letter, or where Hive Homes has not provided a full response within 56 calendar days of the Complaint Start Date.

After-Sales Service and Defects

Hive Homes will provide an after-sales service and address defects in accordance with applicable warranty requirements and the New Homes Quality Code.

Support for Vulnerable Customers

Hive Homes will make reasonable adjustments for vulnerable customers or customers with additional communication needs, including alternative formats and communication methods where appropriate

Complaint Records

Hive Homes will maintain records of all complaints, investigations, correspondence, decisions and actions taken. Complaint records will be retained and monitored to identify trends and opportunities for service improvement.

Unreasonable Behaviour

Hive Homes reserves the right to manage communications where behaviour is threatening, harassing, abusive, discriminatory, offensive or vexatious.

Customers may obtain independent advice at any point during the complaints process and will not be disadvantaged for doing so.

Data protection complaints

If you are unsatisfied with how we have handled your personal data, you can complain directly to us by following the steps set out below. We treat data protection with the utmost importance, and therefore, if you are dissatisfied with the handling of your personal data, please let us know.

How to complain

Email your complaint to [email protected] or write to us at

2a Derwent Avenue,
Chorlton
Manchester
M21 7QP

2. When submitting your complaint, please state your full name and property address. If your complaint relates to you and another joint purchaser (e.g., your spouse or partner), please also state their full name.

3. We may need to take steps to verify your identity. To make this process as smooth as possible, we encourage you to include in your initial complaint a copy of your passport or driving licence (please do not send us originals). If you possess neither of these forms of ID, we will contact you following receipt of your complaint to discuss alternative ways to verify your identity. Don’t forget to include proof of ID for any joint purchasers.

4. If you are complaining on behalf of someone else (such as a relative, friend or client), we must confirm your authority to do so and we may ask to see a letter of authority or power of attorney.

What happens next?

We will acknowledge your complaint as soon as reasonably practicable and aim to respond fully within one calendar month.