Customer Complaints Procedure
At Lotus Homes, we value the satisfaction and concerns of our residents. We strive to provide high-quality homes and excellent customer service. If you have any complaints or concerns regarding our developments, please follow the steps outlined in our complaints procedure below:
- Initial Contact:
If you have a complaint, please contact info@lotushomes.com as soon as possible. You can reach us through the following channels:
- Email: info@lotushomes.com
- Providing Information:
When contacting us, please provide the following information:
Your name, postal address, and contact details.
A clear description of the complaint, including relevant dates and information supporting documentation or evidence related to the complaint.
- Acknowledgment of Complaint:
We will acknowledge your complaint within 5 working days of receiving it. Our acknowledgment will include a reference name who will deal with your complaint, and we will inform you of the expected timeframe for resolving the issue. If you need an update, please call us on 028 4062 8009 and ask to speak to the person handling your complaint.
- Investigation:
Our team will thoroughly investigate your complaint. This may involve gathering additional information, consulting relevant parties and conducting on-site assessments where necessary.
We will provide you with a detailed response within 20 working days of receiving your complaint, where a full investigation cannot be completed within this timeframe, we will explain the reasons for the delay, provide an update on progress and advise you of the anticipated timescale for a final response.
If you do not receive a detailed response within 20 working days of making your Complaint, you may refer the matter to your Home Warranty Provider where applicable.
- Resolution:
Once the full investigation is complete, we will provide you with a detailed response. If your complaint is upheld, we will outline the actions we will take to address the issue together with an estimated timescale for completing any required works or remedial actions. Timescales may vary depending on the nature of the issue, investigation requirements, material availability and any preparatory works required.
- Escalation:
If you are not satisfied with the resolution provided, you have the right to escalate your complaint. You can do so by contacting us at info@lotushomes.com and state you would like to escalate your complaints to Senior Management. Our Senior Management Team will conduct a review of your case and provide a final response within 21 working days.
- External Resolution:
If, after following our internal complaints procedure, you remain dissatisfied with the outcome, you may have the option to seek external resolution through your home warranty provider (details of which will be provided in your handover pack) and, where applicable, through the Consumer Code for Home Builders Independent Dispute Resolution Scheme.
A Dispute may be referred to the Home Warranty Provider / Independent Dispute Resolution Scheme once 56 calendar days have passed since you first raised the Complaint with Lotus Homes, but no later than 12 months after our final response to your Complaint.
A Dispute may also be referred if any agreed remedial works are not completed within the timescales agreed between Lotus Homes and the Buyer.
We are committed to continuously improving our services and appreciate your feedback. Your input is valuable in helping us maintain the quality of our homes, customer service and overall customer satisfaction across all Lotus Homes developments.
Thank you for contacting Lotus Homes.
Please note that using our Complaints Procedure or the Independent Dispute Resolution Scheme does not affect your normal legal rights.