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Complaints Procedure


At St. Modwen we strive to ensure that we conduct business in accordance with our values.  However, we also acknowledge that sometimes things may go wrong.  We take complaints very seriously and have in place the following procedure so that we can respond quickly and fairly to issues raised by tenants, home-owners, business partners or members of the public.

In many cases issues can be dealt with informally and we would encourage you in the first instance to talk to your usual contact at St. Modwen who will do their best to resolve the matter quickly and satisfactorily.  If you feel however that your complaint has not been fully resolved please follow the procedure below.

If you are a St. Modwen home-owner

In the first instance please contact the relevant regional Customer Service Team.  If you are not satisfied with their response you may escalate your complaint to the relevant Customer Service Manager.

Customer Service Midlands

Telephone: 0844 243 4700

Email: customerservicemidlands@stmodwenhomes.co.uk

Customer Service Manager: Nicola Scanlon (nscanlon@stmodwen.co.uk)

Customer Service South West

Telephone: 0844 243 4543

Email: customerservicesouthwest@stmodwenhomes.co.uk

For full details on our customer service please visit www.stmodwenhomes.co.uk/customer-services.  An out of hours service for emergency situations only operates evenings, weekend and public holidays;  in the unlikely event of an emergency please call 01977 786922.

If your complaint relates to the actual process of purchasing your new home, you should contact Bev Hall, Sales & Marketing Director of St. Modwen Homes (bhall@stmodwen.co.uk).

In the unlikely event that you remain dissatisfied with any aspect of the service you have received please submit your complaint in writing to the Managing Director of St. Modwen Homes, Park Point, 17 High Street, Longbridge, Birmingham B31 2UQ.

If you are not satisfied with our final response you may wish to refer to your Home Warranty provider at the NHBC/LABC who offer a resolution/arbitration conciliation service to assist in achieving an outcome which is satisfactory to all parties.

For any other complaints

If you have a complaint concerning any other experience that you have had with St. Modwen, you should contact the Regional Director at the relevant regional office in the first instance (contact details can be found here).

How to make your complaint

Complaints should be made in writing by letter or email.  Please provide your full contact details and as much information about the problem as possible. This will ensure that we are able to respond to you quickly and fairly.

How we deal with your complaint

We will acknowledge your complaint within three working days.  We will endeavour to reply fully within 10 working days of receipt, or reply within 10 working days to advise you of the steps we are taking to resolve/address the issue and to give a date by which we expect to be able to reply in full.

We aim to resolve all complaints at this stage.  However, if the person handling your complaint is unable to do so to your satisfaction, or you are not happy with the way in which your complaint has been handled, you should notify St. Modwen’s Company Secretary at Park Point, 17 High Street, Longbridge, Birmingham B31 2UQ by letter. In the unfortunate event that your complaint still cannot be resolved you should ask that your case be referred to our Chief Executive for review.