Complaints procedure

We hope you will be very happy in your new home, however sometimes things can go wrong, and we take complaints very seriously.

We have robust processes to ensure your complaint is investigated thoroughly.

3 step formal complaints process:

1. Email our Customer Services Manager with your concern, including a contact number and explanation of the issue via the customer service email provided on completion.
2. We would hope our Customer Service Manager will be able to resolve any issues, but if you are not satisfied, you will be provided with a Department Director’s email address relevant to your concern.
3. If you feel your concern has not been addressed during step 1 and 2, your complaint can be emailed to our Operations Director.

If you are unhappy with how we have dealt with your complaint, you may refer the matter to your warranty provider under the Consumer Code for reservations taken before the 31st October 2023.

For reservations taken after the 2nd June you may refer to the New Homes Ombudsman Service www.nhos.org.uk under the New Homes Quality Board. The NHOS is independent and will consider the evidence provided by both Baker Estates and Homeowner to reach an adjudication.