Foxhall Homes aim is to build homes of a high standard and provide excellent customer service; however, we do appreciate that sometimes things do go wrong.
If you have a complaint or feel dissatisfied, Foxhall Homes want to know so we can resolve the situation as quickly as possible.
Stage One
In the first instance, If you wish to make a complaint, you should send an email to foxhallenquiries@luton.gov.uk and provide the information below:
- Your name, address and contact details
- A clear description of your complaint
- An overview of your issue
- What outcome you are hoping for to resolve the situation
- Any supporting evidence such as photographs or documents
- Your preferred contact method (e.g. email or phone)
A Development Manager will do their utmost to resolve the problem and respond to you within 5 working days.
Stage Two
If you are not satisfied that the problem has been fully resolved or consider that the handling of your complaint has not been adequate and remain dissatisfied with the response from the Development Manager, you can request that a review be completed by the Chief Operating Officer of Foxhall Homes. Please send your request to the Foxhall Homes email outlining why you feel the first response was inadequate and what you feel would be a resolution.
Should you still be unsatisfied with the resolution after these steps, you may refer your complaint to the Consumer Codes Independent Dispute Resolution Scheme. This does not affect your normal legal rights.
Further information on the Consumer Code Independent Dispute Resolution Scheme can be found in the Consumer Code Scheme: Fourth Edition 2019 – Consumer Code