Our Customer Commitment
We understand that buying a home is one of the most important decisions you will ever make. That's why we pride ourselves on our customer service; devoting time to help find the right home for you.
Our dedicated teams offer you tailored support and information, throughout your home-buying experience, so you can have confidence at every stage of the process.
We aim to understand your needs and provide a professional, efficient and helpful service to make the buying process as straightforward and enjoyable as possible. Our levels of customer service aim to be comparable to other premium brands.
Our Customer Satisfaction Commitment
"When you buy a new home from Berkeley Group you can be safe in the knowledge that it is built to high standards of design and quality, has low environmental impact and that you will receive a professional, efficient and helpful service from us."
People and Technology in Harmony
You will receive tailored information relating to your purchase and have a dedicated person to guide you through your buying journey and beyond.
To work alongside the teams we have developed and utilised technology to keep you up to date. An example of this is our interactive online portal, . This is an incredibly useful source of information, allowing you to receive updates, access documents and get in touch with us at every point of the process.
Build Warranty
All homes purchased include a 10 year warranty on your home, the first 2 years of which are covered directly by Berkeley Group.
If you have any matters needing attention during this period you can raise them directly to your Customer Service team.
Consumer Code for Home Builders
All our brands comply with the Consumer Code for Home Builders.
The purpose of the code is to ensure that home buyers are treated fairly, know what service levels to expect, are given reliable information upon which to make their decision and know how to access speedy, low cost dispute resolution arrangements if they are dissatisfied.
View the Consumer Code for Home Builders in full.
The Institute of Customer Service
At Berkeley, we are always looking for ways to build on the fantastic service our teams provide to our customers. As members of The Institute of Customer Service, the UK's professional customer service body, we are committed to making sure we are at the forefront of customer experience. And that every customer we meet, enjoys a journey with us that exceeds their expectations, from the day they start looking for their new home to the day they move in and beyond.
Resolution Services
We make every effort to ensure that the service we provide to you is of the highest standard. If you feel that we have:
- not delivered our services to the standards you expect,
- treated you unfairly or discourteously, or
- not resolved or reasonably progressed an issue in a timely manner,
we want you to tell us. We will investigate the situation and do our best to rectify matters as quickly and as appropriately as possible.
We have Customer Care arrangements in place to support our customers and aim to resolve most issues at the earliest opportunity. In many cases, concerns can be addressed through Stage 1 of our complaints resolution procedure.
Our business is comprised of a number of Divisions. While the stages of our complaints process are set out below, the individual responsible at each stage will vary depending on your property and development. For the correct contact details relating to your home, please refer to your MyHome Plus account or contact the Customer Service team.
Stage 1 - Complaint: Head of Customer Service
The first stage of our complaints procedure is to contact the Head of Customer Service. As per our commitment to support you within the first two years of living in your new home, the Head of Customer Service will work with the team to resolve any issue promptly.
Stage 2 - Escalation: Customer Service Director
If the Head of Customer Service has been unable to resolve your complaint to your satisfaction, you should escalate the matter to the responsible Customer Service Director. The Customer Service Director has overall accountability for our standards of service and for ensuring that the experience enjoyed by our home buyers is a positive one.
Stage 3 - Formal Complaint: Regional Managing Director
In the unlikely event that we have been unable to resolve matters in Stage 1 and 2, you should address a formal written complaint to the Regional Managing Director.
Please note that you should always raise your initial complaint to us using Stage 1 and 2 of our resolution service in the first instance, so that it can be appropriately dealt with using this staged procedure for resolution.
What to Expect When Raising a Complaint:
As part of our Resolution Service, we undertake to deal with your complaint fairly, confidentially and effectively, keeping you updated on progress through to resolution. This means we will:
- Acknowledge your complaint within 5 working days. Our acknowledgement will confirm receipt of your complaint and let you know who will be in contact and when you can expect to hear from them.
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Provide a more detailed response within 20 working days. This will typically include the following:
- Confirmation on whether the complaint is accepted, along with any actions we will take to put things right.
- An estimated timescale for any work required. This can vary depending on the type of issue, the investigations needed, material availability, and preparation work.
- If the complaint is not accepted, we will clearly explain why.
- If more investigation is needed, you’ll be told what that involves and how long it is expected to take.
- Once investigations are complete, you’ll receive a final written response explaining which parts of your complaint we agree with and any areas where we may disagree, including reasons why.
Independent Resolution
If an issue cannot be settled amicably between us you can refer the matter to your warranty provider through their own resolution scheme, to investigate and deal with your complaint.
If the complaint falls outside the warranty provider's terms of policy, you will be offered the opportunity to refer your complaint to the Consumer Code's independent Disputes Resolution Scheme, where an independent arbitrator could be asked to consider the complaint and provide a ruling as to what action is required. You may also refer the matter to the Independent Dispute Resolution Scheme if you do not receive a response from us within 20 working days of your complaint being made or we fail to resolve the matter within 56 calendar days and/or the issue is not dealt within the agreed timescales. Disputes can be referred at any point after the 56 days but must be no later than 12 months after receiving our final response.
Your legal rights are not affected by this process - for full details of the code, visit: https://consumercode.co.uk/
We can provide this complaints process in alternative formats and make reasonable adjustments on request.