Complaints Procedure

Committed to You

In the unlikely event that you are dissatisfied with any aspect of our service or have a concern / issue that has not been resolved to your satisfaction and wish for it to be reviewed further, we kindly ask you to advise us as soon as possible.

Our Customer Services team is available to listen and address your concerns if you believe that we have:

Failed to fulfil our responsibilities
Made errors
Treated you unfairly or impolitely
Not resolved or adequately progressed an issue within a timely manner

We are committed to providing a 5-star customer service, so if you have a concern or complaint, please let us know – we will want to learn from it and put it right.

Your legal rights are not affected by following this complaints procedure.

Complaints procedure step-by-step

Step 1: Contact Your Local Customer Service Team

Please contact your local Customer Service team using the appropriate email address below:

Homes in the Anglia region: Anglia.customerservices@hopkinshomes.co.uk
Homes in the Eastern region: Eastern.customerservice@tiliahomes.co.uk (For Greenway View, Wixams only)

Although it may feel convenient to raise issues directly with the sales team or site management when you see them, we kindly ask that you contact the Customer Services team instead. This ensures that all details are accurately captured and formally recorded.

Please include the word “Complaint” in the subject line of your correspondence. Once received, our Customer Services team will automatically acknowledge your complaint. You will then receive a response outlining the pathway to resolution within 10 calendar days, unless advised otherwise.

Step 2: Escalate to Your Regional Managing Director

If your enquiry has not been resolved to your satisfaction within 10 calendar days, you may escalate the matter to the Regional Managing Director (RMD) for your area. You can contact the relevant RMD using the appropriate email address below:

Homes in the Anglia region: AngliaRMD@untypical.co.uk
Homes in the Eastern region: EasternRMD@untypical.co.uk (For Greenway View, Wixams only)

This step may be appropriate if, for example, you:

Are dissatisfied with a decision made by the Customer Services team
Feel you have been treated unfairly or discourteously
Have unresolved issues that the Customer Services team has been unable to address to your satisfaction

The Regional Managing Director will review your complaint and provide a response outlining the next steps toward resolution within 10 calendar days.

Step 3: Escalation to Group Customer Service Director

If you feel you have not reached a satisfactory conclusion after the 10 day period, you may escalate your complaint to the Group Customer Service Director at: groupcomplaints@untypical.co.uk

The Group Customer Service Director will acknowledge your complaint within 48 hours, and you will receive a full response within 10 calendar days.

Please note that complaints will only be considered if Steps 1 and 2 have been followed. This staged process ensures your query is directed to the right people at the right time, helping us resolve matters as quickly as possible. Please ensure you follow the steps outlined above.

Eight Week (56 Day) Letter
If your complaint has not been resolved within 56 calendar days from the complaint start date, the developer must issue a further update.

This update should include:

A summary of what has been done so far
What remains outstanding and why
When the issue is expected to be resolved
How often you will receive further updates (at least every 28 days)

A single consolidated letter may be used to address multiple time bound obligations, provided it meets the Code’s requirements for each stage.

Escalation to the New Homes Ombudsman Service
If, after completing all three steps, you still feel your complaint has not been resolved, you may escalate the matter to the New Homes Ombudsman Service (NHOS). NHOS can accept complaints that arise within two years of legal completion. After this period, any disputes covered by your structural warranty may be referred to your New Home Warranty Provider, if applicable.