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Customer Complaints Procedure

LIFEstyle by EQUANS is committed to providing homes and services to the highest standard. We work hard to resolve the issues our customers bring to our attention, but we know that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to resolve your issue in a fair and transparent way.

Complaints

The most important thing if something does go wrong, is that we can sort it out as quickly and smoothly as possible.

We’ll investigate all defects competently, diligently, and impartially and every issue will be assessed fairly, consistently, and promptly, considering all relevant factors to ensure a fair outcome.

If you have a defect you should speak to a member of the Customer Care Team on 0800 019 0919 in the first instance. Tell them about the problem and give them the opportunity to put it right if they can.

Generally, a problem can be easily sorted at this stage. If you are not happy with the outcome of your initial issue, you can put it in writing to us by emailing:

yhm.customercare.uk-kmr@equans.com

or sending your correspondence to:

Customer Care Department, EQUANS Regeneration Ltd, Unit 3, Callflex Business Park, Golden Smithies Lane, Wath Upon Dearne, Rotherham. South Yorkshire, S63 7ER.

 

There are three stages to our formal defects procedure: 

Stage 1 – Your defect will be logged and fully investigated, and you will receive a response within 10 working days.

To help us investigate and try to resolve your issue, please provide us with the following information:

  • Your name and address
  • Details of how we can contact you
  • A clear description of your defect
  • Details of what you would like us to do to resolve the situation

Our commitment to you

We’ll thoroughly investigate your issue and offer a fair response that will consider all the information available to us.

 

Stage 2 – If you remain unhappy after our first stage response, please provide further evidence in writing to support your grounds to appeal. You will receive a response within 10 working days.

 

Stage 3 – What if you remain unhappy with our response?

If you’re still dissatisfied with either of our responses, or with any delay in providing our response, you can escalate to our Strategic Regeneration Director, at LIFEstyle by EQUANS, Unit 3, Callflex Business Park, Golden Smithies Lane, Wath Upon Dearne, Rotherham. South Yorkshire, S63 7ER.

At this stage of the process, you have a right to contact an independent agent at Consumer Code or your home warranty provider (NHBC) for an independent review. They offer a resolution service to help where the issue is relating to the failure to build your home to meet the warranty standards.

 

Customer Comments and Compliments

Comments:

We want to hear your comments about the service you received. We can then use them to change or improve our service.

Compliments:

It is always good to be praised for a job well done. Why not tell us when you think we’ve got things right? We can then pass your compliments on to our employee(s).

 

You can send your correspondence to LIFEstyle by Equans, Unit 3, Callflex Business Park, Golden Smithies Lane, Wath Upon Dearne, Rotherham. South Yorkshire,  S63 7ER