At Rowland Homes, we aim to give you the best service and highest quality new homes.

If you have any concerns with our service or your new home, please contact our Customer Service Department in the first instance at customerservice@rowland.co.uk.

To help us address your concerns quickly, please include your full postal address, development name, plot, contact details and the reason for your dissatisfaction.

If your complaint has been actioned with by our Customer Service Department and you are unhappy with the outcome, you may wish to make a formal complaint. This can be done by following the procedure below.

Step 1

Please raise your complaint with the Customer Services Manager. You can do this by emailing customerservice@rowland.co.uk marked for the attention of Customer Service Manager stating that you wish to raise a formal complaint. Please include full details of the issue.

We aim to resolve your complaint with minimal delays, we will update you at the following stages.

• Within 5 calendar days following the receipt (complaint start date) we will acknowledge your complaint
• No later than 10 calendar days after the complaint start date, we will write you a path to resolution which details how we will investigate the complaint
• If after 30 days, the complaint remains open we will write to you detailing each element of the complaint
  • Where an item has been resolved, what actions have been taken
  • If not yet resolved and we need more time, an estimate of how long we will need to reach a decision as well as a brief description of what further steps are required and why.
  • If the matter remains outstanding but we accept that we need to carry out work, we will detail what the work will be together with an estimate of when it will be completed.
  • If a complaint has not been upheld, we will give a clear explanation of why.
  • For any outstanding complaints we will aim to update you at least every 28 days.
• If your complaint remains open 56 days from the complaint start date, we will give a clear summary of what action has been taken to date  as well as what is still outstanding, why and the actions to be taken with clear timescales. At this stage we will update you no less than every 28 days until the matter is resolved.
• Once completed we will send you a closure letter, this will summarise the action taken on each point and confirm the complaint is closed.

Step 2

We hope that your formal complaint can be addressed by our Customer Services Manager. However, if you are still unsatisfied with the outcome or how the issue has been dealt with then you can email complaints@rowland.co.uk for the attention of The Managing Director.

Please include a copy of the original complaint which had been sent to The Customer Services Manager with the formal complaint.

The Managing Director will respond in full, explaining the Company’s final position on the matter.

This does not affect your rights to escalate your complaint, as per Step 3, and contact either the Consumer Code for Builders or New Home Ombudsman straight after the 56-day stage.

Step 3

After 56 days from your complaint start date, you can refer your complaint for independent review. Who you refer this to will depend on when you reserved your home.

If you reserved your home before 7^th April 2026, you are protected by the Consumer Code for Builders. Under the Consumer Code (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to the NHBC in the first instance, who is your New Home Warranty Provider. If appropriate, the NHBC may refer you to the Consumer Code who run an Independent Dispute Resolution Service. They are fully independent and will review the evidence provided by both you and Rowland Homes and reach a decision.

If you reserved your home on or after 7^th April 2026, you are protected by the New Homes Quality Code (NHQC). Under the NHQC, if you are dissatisfied with how we have handled your complaint then you may refer the matter to the New Homes Ombudsman Service (www.nhos.org.uk) who will consider the evidence and reach an independent decision.

It is within the New Homes Ombudsman Service discretion to decide when or if to accept a complaint, in accordance with the Scheme Rules. The New Homes Ombudsman Service can accept complaints that have arisen from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant.

Both bodies are independent from Rowland Homes and using them does not affect your normal legal rights.

For both steps 1 and 2, complaints may also be posted to:

Rowland Homes Limited
Farington House
Stanifield Lane
Leyland
PR25 4UA