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 firstname.lastname@example.org, where a dedicated member of our Customer Care team will acknowledge your complaint within two working days and endeavour to provide you with a full written response within ten working days. In this response we will outline our position in relation to matters raised, or inform you of our proposed path to resolution.
Following this, should you feel dissatisfied with how we have handled your complaint, and 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 at the address detailed below. For anyone who reserved a home prior to 1st November 2022, please refer to the consumer code for home builders.