Customer Service
Our aim is to be easy to deal with, and we always look for ways to make your life easier.
When you choose an Edenstone home, our team will look after you every step of the way, with advice, information and very regular updates throughout the process.
And, after you’ve moved in, our customer service team is here throughout your warranty period to help in any way we can.
We want all our customers to have the best possible experience when buying an Edenstone home. Our customer pledge sets out what you can expect of us and all our teams are trained in these service standards.
Our Customer Service team is here to help from 8am to 5pm, Monday to Friday, on 01291 674800 or by email.
If you're reporting an issue, we'll arrange a repair or send a technician to take a closer look.
If you need emergency out-of-hours assistance in your recently purchased Edenstone home, you can call NPA 24/7 on 0121 695 1032.
Edenstone Complaints Procedure
We consider our customers in everything we do and strive to provide the highest levels of service. We recognise though, that things can sometimes go wrong. If you have a complaint, then in the first instance you should contact the Customer Service team at customercare@edenstonegroup.com.
If you are a customer who is yet to complete on the purchase of your new home, any queries should be directed to our sales teams at the appropriate development.
All complaints will be acknowledged within 5 days. Within 14 days of receipt, our team will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full. Within 28 days a complaint assessment and full response will be provided.
We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible.
Step 2: What if I am not satisfied?
If you are still not satisfied then you should ask for your complaint to be referred to, or directly contact, the Sales Director or Customer Service Manager depending on whether the complaint relates to a matter pre-completion or post-completion.
They will acknowledge all complaints within 5 days of escalation. Within 14 days of escalation, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.
Step 3: What happens if the Director/Manager cannot resolve the matter?
If the Sales Director or Customer Service Manager are unable to resolve matters to your satisfaction, then you should escalate this further to the Operations Director.
They will review your complaint and determine the best course of action, acknowledging the complaint escalation within 5 days and responding in full within 10 days of escalation.
Once your complaint has been resolved, we will send a formal close out letter.
What happens if we are unable to resolve your complaint through these 3 steps?
We will always do our best to deal with our customers in a fair and responsible manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may refer to the relevant code provider.
Please note:
Using the complaints procedure or the independent dispute resolution scheme does not affect your normal legal rights.
A dispute may be brought forward to the independent dispute resolution scheme after 56 calender days have passed since the complaint was initially raised but no later than 12 months after our final response.