Customer Care

Consumer Code

Consumer Code for Home Builders

Russell Homes is committed to providing you, our customers, with quality homes and a professional service.

No matter who you are dealing with, or what queries, questions or complaints you may have, buyers can be confident that our people and procedures will adhere to the terms of our Charter and the Consumer Code for Home Builders.

The code ensures that home buyers:

Will be treated fairly
Are provided with clear and professional service
Are given reliable information to make the right decision for them
Have access to a quick and low-cost dispute resolution arrangement if dissatisfied with any aspect of the services provided

For full details of the Consumer Code for Home Builders please speak to one of our Sales Consultants or click the relevant link below.

For reservations before 31st December 2023, click here.

For reservations from 1st January 2024, click here.

Russell Homes
Customer Care Team

Complaints procedure

We put the same high standards of care into looking after our customers as we do into building our homes. If you have a complaint, we ask you to let us know so we may have the opportunity to resolve

Customer Care

Customer Charter

Buying a home is one of the most important financial commitments people make, so we're dedicated to ensuring the products, service and information we deliver meet or exceed requirements.

Customer Care

Snagging & NHBC Checklist

Your new house is built and the keys are in your hands, but there's a few things to do beforehand and our customer care team is here to help.

Customer Care

Consumer Code

We're committed to providing high quality homes and a professional service. Our people and procedures will adhere to the terms of our Charter and the Consumer Code for Home Builders.

Customer Care

Following your legal completion, you will be in contact with our customer care team, who are committed to a fast and efficient service.

Please check back soon for updates