At Russell Homes we take immense pride in everything we do.

We strive to ensure that your buying journey is as straightforward as possible and that your new home is defect free.

Our sales and site management teams are on hand to answer queries or concerns, and will be happy to meet up to discuss any questions along the way.

Our sales team

They will work with you to select the right plot, make sure you know about all the design options, even show you how to work the heating and the oven. They will also be by your side to guide you through the buying process, providing a one-to-one service at all times.

Our construction team

The site manager or project manager will also be happy to answer any questions and show you around your new home, subject to a health and safety assessment. There may, however, be an occasion where you feel that your expectations have not been met. In this event we will endeavour to resolve any issues as quickly and conveniently as possible.

Handover

We are committed to fast and efficient service and, therefore, any issues which were identified on your handover document will be dealt with by your site manager within 28 days. Please feel free to raise any concerns that you may have with the site manager or sales consultant and they will be more than willing to assist.

Complaints

In the unlikely event that you feel you have not received the service that you would expect, or that things are not being dealt with to your satisfaction, then please write to our customer care department or email support@russellhomes.co.uk We will respond to your concerns within 48 hours and will arrange a visit from our construction manager to discuss the issues.

If we fail to adequately address your issues, you do have redress through your new home warranty which forms part of the new homeowner pack and you should contact the provider for further advice.