Henrys Homes
Complaints Procedure
At Henrys, we aim to provide a professional, transparent and high-quality service at all times. However, we recognise that occasionally things may not go as planned. If you are unhappy with any aspect of our service, we welcome the opportunity to address your concerns and put matters right.
We are committed to fairness and accessibility. Where necessary, we will make reasonable adjustments for customers who may be disadvantaged due to age, disability, illness, language barriers, financial difficulty, bereavement, or limited understanding of the process.
How to Make a Complaint
All complaints should be submitted in writing to ensure we fully understand your concerns. Please provide as much detail as possible, including relevant dates, names and supporting information.
Once received, your complaint will be managed in line with the process below.
Our Complaint Handling Process
Stage 1 – Acknowledgement
We will confirm receipt of your complaint in writing within three working days and provide a copy of this procedure.
Stage 2 – Investigation
Your complaint will be carefully reviewed by our management team. This may involve:
- Reviewing your file
- Speaking to relevant staff members
- Assessing any supporting evidence
You will receive a written response outlining our findings within 15 working days of receipt.
Stage 3 – Escalation
If you remain dissatisfied, you may request a further review. This will be overseen by:
Karen McNicholas – Company Secretary
An independent internal assessment will be carried out and a formal response issued within 15 working days.
Stage 4 – Independent redress
Our final viewpoint will explain the independent redress route available to you, including the relevant scheme contact details and time limits.
Henrys Homes Group Limited is a member of Property Redress, membership number PRS061270.
Important information
- Please complete our internal complaints process before seeking external review
- Keep our final viewpoint and relevant supporting documents
- Follow the referral deadline stated in the final viewpoint
Company and service address
Henrys Homes Group Limited trading as Henrys Homes
Lonsdale Club
4a Lonsdale Road
Queen’s Park
London
NW6 6RD
Company No. 17488412
Email: enquiries@henryshomes.co.uk
