We're here to help

When you buy with Gleeson, you can expect a quality home and service throughout your buying journey and beyond.

Contact Customer Care

Within each of our regional offices, we have a Customer Relations Advisor available to assist you should you need them.

We hope that your home will be issue-free, but sometimes faults can happen. If you need to raise a concern regarding any aspect of your new home you can do this via your MyGleeson portal. Following up on any issue you have already raised should also be done by using the “Follow Up” function within MyGleeson.

For any other support regarding your new home, please select your development from the drop down list below to be presented with the correct number for your Regional Customer Relations Advisor (CRA). Should your advisor be on another call, please leave us a message as this will generate an email to your CRA who will be sure to get back to you.

Please ensure your message gives us details of:

Your full name
The name of your development
Your plot number
The best number to call you back on
A brief message letting us know what you need to discuss with us

Sign into MyGleeson

Customer Care

Find your development

I want to speak to Customer Care about my home at

Not a Gleeson customer?

Waiting for selection... Call 0114 399 7220

Want to raise a complaint?

Whilst we hope that your experience with us has been issue free, we understand that things can sometimes go wrong. We take all complaints very seriously and if you feel at all dissatisfied with our service and we have been unable to resolve your issue, we want to know.

Should you have an issue or defect with your Gleeson property within the first two years of legal completion, simply log the issue via your ‘My Gleeson’ account, and a member of our Customer Care team will review the issue. Where a defect is valid, they will instruct our site teams to make contact to arrange any rectification works.

However, in order to raise a formal complaint, all complaints need to be communicated in writing to customercare@mjgleeson.com.

Following this, a dedicated member of our Customer Care team progress your complaint in line with NHQC timescales:

1. Written Acknowledgement:

We will acknowledge the complaint in writing, usually within 5 days of the complaint's start date.

2. Path to Resolution:

Within 10 calendar days, will provide a written "Path to Resolution," outlining how we will investigate the complaint.

3. Complaint Assessment and Response:

Within 30 calendar days, we will send a detailed response, including any actions taken if the complaint is resolved. If further action is needed, we will provide an estimated timeframe.

4. Further Response (If needed):

In the very unlikely event that the complaint remains unresolved after 56 calendar days we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.

Following this, should you feel dissatisfied with the outcome of your complaint or if your complaint is not resolved in accordance with this procedure, you will have the right to escalate your complaint.

If your complaint relates to a reservation made after 1st November 2022, you have the right to refer your case to the New Homes Ombudsman Service.

For anyone who reserved a home prior to 1st November 2022, please refer to the Consumer Code for Home Builders.

The Ombudsman will decide whether they accept a complaint, in accordance with their scheme rules.

The Ombudsman can accept complaints that have arisen within two years of legal completion. After this period, disputes relating to any structural issues within your home should be referred to your warranty provider (NHBC).

5. Closure Response:

Once the complaint is resolved, we will provide a closure response with details of the agreed-upon actions and how to refer your complaint to the New Homes Ombudsman Service (NHOS) if necessary.

Contact addresses

Covenants

If you feel that any of your neighbours are not complying with some of the covenants (and this is affecting you), we recommend that you bring this to their attention amicably in the first instance. A neighbourly discussion is often the most effective way of resolving covenant grievances, but if that doesn’t work then you are entitled to take legal enforcement action.

For more information about how to initiate enforcement action, please speak with your solicitor or an independent advisory body such as Citizens Advice.

Whilst we are here to support you in any way we can throughout your Gleeson journey, we cannot provide legal advice on covenants or the enforcement of them.

For further details, including our full covenants guide, please click here to learn more and download the document.