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- Buyer’s Guide
Buying a home with Hopkins Homes is the start of a lasting relationship.
Our Sales team is on hand to assist you from your first enquiry through to completion day, with our Customer Care team available 24/7 to offer support once you’ve moved in.
We aspire to deliver outstanding customer service at every stage of your journey with us.
We aim to exceed your expectations, but we also appreciate that sometimes things can go wrong. We take all feedback seriously and ask you to let us know when we are not meeting your standards, so we can seek to improve them.
We will always be informative, prompt, and courteous and whether you raise your concerns informally or formally we will aim to investigate them fairly, consistently and transparently to minimise any inconvenience at the earliest opportunity.
Every member of the Hopkins Homes team follows our Customer Charter, a guarantee of service that meets our exacting standards.
It ensures you will receive a consistently high level of support whenever you contact us.
Whilst we hope that you will have no issues once you move into your new home, you can relax in the knowledge that your new home is covered by a 10-year NHBC Buildmark Policy, of which the first two years of warranty are provided by Hopkins Homes.
If you have any concerns with your new home, please contact our Customer Care team, who are available to answer your questions Monday to Thursday, 9am – 5pm and Friday 9am – 4.30pm on 01394 446800 or email [email protected].
For emergency, out of hours support contact 01394 446802.
If, for any reason, you feel that your concern or issue has not been resolved to your satisfaction and wish for it to be reviewed further, you can submit a formal complaint at [email protected].
To help us review your complaint as swiftly as possible, we ask that you provide the following information:
– Your name, address and preferred contact details
– An overview of your complaint or issue including any supporting evidence e.g. photographs or documents
– If you have already been in touch with us and if so, the name of the last person you spoke to
– What outcome you are hoping for
All formal complaints will follow the procedure outlined by the New Homes Quality Board:
1 ) A written acknowledgment no later than five days from the first business day after receiving the complaint (the complaint start date).
2 ) A path to resolution letter outlining how we will investigate the complaint no later than 10 days from the complaint start date.
3 ) A complaint assessment and response letter no later than 30 days from the complaint start date advising whether the complaint has now been settled and if not, the reasons why.
4 ) A final response letter (if the complaint is not already closed) no later than eight weeks from the complaint start date, providing a summary of the actions taken to date and when the issues are likely to be resolved.
5 ) A closure letter, which can be issued at any stage after the complaint start date.
In the unlikely event that you are still unhappy with how we have dealt with your complaint, you may be able to refer it for independent review by the New Homes Ombudsman. Referrals can only be made after receipt of the 8-week letter and within the first two years after completion.
Three simple steps
If you feel that we have been unable to resolve your issue, the next step is to raise a formal complaint. This will be reviewed by the relevant Head of Department.
In the unlikely event that you are still unhappy, you may refer your complaint to the New Homes Ombudsman for independent review.