Complaints procedure

Russell Homes will do everything it can to ensure your new home is delivered to you exactly as expected.

If buyers do encounter problems, however, we are committed to a fast and efficient resolution, either in ensuring the defect is rectified within 28 days of having been reported, or through our official complaints procedure.

Any Russell Homes customer who feels the service or product has not met their expectations is asked to contact the Customer Care Team who will respond within 48 hours. We will arrange a visit from a senior manager to discuss your query or complaint in more detail, and try to work out a solution.

If a buyer wishes to take things further they can make a formal complaint and we would ask that all such complaints are made in writing and sent to our head office:

  • Russell Homes
  • 13 Westpoint Enterprise Park
  • Clarence Avenue
  • Manchester
  • M17 1QS

In the event that a customer is still not happy with the resolution provided, buyers do have redress through their new home warranty which forms part of the new homeowner pack and should contact the provider for further advice.