Devine Homes PLC – builders of fine homes

Customer care

Complaints procedure

We take complaints seriously and aim to put things right.

Devine Homes is a Registered Developer with the New Homes Quality Board and complies with the New Homes Quality Code.

Reporting an issue

If you believe Devine Homes has:

  • failed to do something we should have done,
  • done something badly, or
  • treated you unfairly or discourteously,

please contact our Customer Care Team at customercare@devinehomes.co.uk.

Informal complaints

Many issues can be resolved informally with the Customer Care Team. If you are not satisfied with the outcome, you can move on to our formal complaints procedure.

Formal complaints

5 daysWe acknowledge your complaint within 5 calendar days.
10 daysWe give you an initial response, setting out how we plan to resolve it, within 10 calendar days.
30 daysWe complete our assessment of the complaint within 30 calendar days.
ClosureWe send a closing response confirming the actions we have taken.
56 daysIf your complaint is still unresolved after 56 calendar days, we will respond again and update you every 28 days after that.

Independent review

You can ask for an independent review only once 56 calendar days have passed from the date of your complaint. Under the New Homes Quality Code you have two years from the date of reservation or completion (whichever is later) to make a complaint.

  • Homes reserved before 7 January 2025: the Consumer Code for Home Builders applies.
  • Homes reserved on or after 7 January 2025: disputes are handled by the New Homes Ombudsman Service at www.nhos.org.uk.

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