Rosemount Homes (RMH) is dedicated to delivering exceptional service to our home buyers. We continuously strive to improve our service by actively listening to and responding to feedback from our stakeholders. Therefore, we have created a complaints policy and procedure for the benefit of home buyers. This clearly states how you can make a complaint and our process for dealing with such matters, so we can reach a resolution.

DEFINITION

A complaint is a statement expressing dissatisfaction. For this policy, we recommend submitting all complaints via email or in writing, using the key contact details provided.

PURPOSE

The purpose of this policy and procedure is to ensure that.

• The complaint process for home buyers is straightforward and clear.
• To ensure that RMH is adhering to the Consumer Code for Home Builders
• To ensure RMH respond to complaints in an appropriate manner.
• To ensure RMH learn from complaints and enhance their service.

PROCEDURE:

Step 1: Initial contact

Initially we advise that you contact your site manager regarding your complaint. They are best equipped to address any issues related to your home. In most cases, they can resolve matters quickly and informally. Please contact the office at the number below to reach them.

Contact details

Telephone:  028 9049 0600

Step 2: Formal Complaint

If your complaint is not resolved informally, we advise you make a formal complaint to the Director of Development at RMH, A formal complaint must be made in writing to the registered office address or via the email address stated below.

Contact details

Rosemount Homes
Rosemount House, 21-23 Sydenham Road, Belfast, BT3 9HA
Belfast, Northern Ireland
Email: info@rosemounthome.com
Phone: 028 9049 0600

Information to include

• Your name, address and contact details
• Detailed description of your complaint including relevant dates, supporting documentation or photographs

Step 3: Acknowledgement and Response

RMH will endeavour to issue a written acknowledgment of the complaint within 5 working days of the complaint being received. RMH will then aim to deliver a detailed response within 20 working days of receiving the complaint. If a satisfactory resolution is not achieved within 56 calendar days, the complainant may escalate the issue to the NHBC or the Independent Dispute Resolution Team (IDRS).

HOMEBUYER RESPONSIBILITIES

• Clearly explain the concerns in a non-aggressive manner and include any actions taken to date.
• Recognise that in some cases, the circumstances surround your issues may be beyond RMH’s control.
• Follow the steps in the correct order to ensure their complaints are properly addressed. Skipping steps or independently escalating matters will only delay your resolution process. We recommend you fill out the complaints form, which can be provided by the site manager.

Please note that areas that are not covered under our complaint’s procedure:

• Issues covered under warranty claims or insurance policies.
• Matters related to homeowner responsibilities and maintenance.
• Disputes that are already subject to legal proceedings or arbitration.
• Personal disputes between neighbours.
• Complaints about subcontractors not directly hired by the home builder.
• Financial matters handled by mortgage lenders or financial institutions.

CONFIDENTIALITY

Every effort will be made to ensure that both the complainant and RMH maintain confidentiality. However, in some cases, it may not be possible to do so, and each complaint will be assessed individually.

Please note this procedure is publicly available on our website and will be provided to all home buyers at the point of reservation. It is reviewed regularly and may be updated from time to time, to reflect changes in legislation and company procedures.