Customer Care | Your New Housing Developers

We have a long standing service commitment to our customers and want to ensure that your new home lives up to your expectations. Bancon Homes cover your home for the first 2 years with warranty and an emergency care service.

Our Customer Care service is available 8.30am – 5pm, Monday – Thursday, 8.30am - 4pm Friday. Tel: 01330 827367

Our emergency service, which covers a fault arising in the property which is likely to harm persons or property within your home, is available out-with these hours.

What Qualifies As An Emergency?

The following situations are classed as emergencies:

Complete failure of the heating or hot water systems: an emergency arising from sudden, unexpected and total breakdown of your home’s primary heating system. (In the first instance, please attempt to resolve by following the manufacturers instruction manual
A water leak that can’t be contained
Complete failure of the electrics (please make sure they’re not caused by a general supply failure in your area and also check the main circuit board and attempt to reset first.)
Flooding caused by blocked drain threatening to enter your home
Failure of an external door locking mechanism or ground floor window causing a loss of security
Gas leak. Where you suspect there is a gas leak you should contact your National Gas Emergency Service
Roof leaks. If this is caused by a serious storm, you should call your buildings insurance company.

Customer Care (8.30am – 5.00pm, Monday - Thursday, 8.30am - 4.00pm Friday) Tel: 01330 827367
email: customercare@bancon.co.uk

Customer Care Out of Office

1 Call Property Maintenance - 01224 638888 - The Aspire Residence, Reserve at Eden, Lochside of Leys and Aden Meadows
Davies (Central Belt only) - 01218 176171 – Overton Gardens, Queens Gate and Bonnington Place

Please be aware that call outs to issues found not to be emergencies may result in costs being passed to you.

Dealing with our staff

We have a zero tolerance policy in place. Please be respectful to our staff. Please note that if any of our employees feel that they are not being treated appropriately, they have our permission to terminate the call or meeting.

To read our Zero Tolerance Policy in full, please click here.

Bancon Homes Customer Complaint Procedure

At Bancon Homes, we take pride in putting the same high standards of care and attention into looking after our customers as we do into building our homes. However, occasionally things can go wrong and so we take complaints from our customers very seriously. We strive to resolve any complaint effectively and learn from our mistakes. If you do have a complaint you would like to discuss, please follow this guide which explains the process of each stage.

Reporting an issue

Although we hope there will be no issues after you have moved into your new home, on occasion minor issues can occur and our commitment continues after you have moved in. If you want to tell us about an issue with your home that we are not yet aware of, please contact our Customer Care team to report this. You can do so by emailing customercare@bancon.co.uk or logging on to the Homecare App.

In the event of an emergency, please use the contact telephone numbers set out on our website and in your New Home Information Pack. Customer Care | Your New Housing Developers | Bancon Homes.

Dealing with your complaint

If you have a complaint that we have failed to do something we should have done (including a repair), done something badly or have treated you unfairly or discourteously, then please raise this with us and allow us to have the opportunity to put it right.

Informal Complaints

If you are able to resolve the issue by telephone or email with our Customer Care team and you are happy with the outcome, then you do not need to use our Formal Complaints Procedure. However, if you are not satisfied that the problem has been resolved or handled to your satisfaction and wish to escalate the matter, please do so using the Formal Complaints Procedure.

Formal Complaint Procedure

Bancon Homes has stringent processes in place to ensure that your complaint will be thoroughly investigated by the team best suited to deal with your particular complaint. Please ensure all formal complaints are sent only to our Customer Care team as this allows it to be passed to the relevant person to investigate your complaint.

Please put your complaint, in writing, to the Customer Care Manager, making clear that you wish to raise a formal complaint. To do this, please email customercare@bancon.co.uk with full details of your complaint including your address and photographs if applicable. The complaint will either be dealt with by the Customer Care Manager or submitted to the appropriate person/team and the following steps will then be undertaken:

Your complaint will be acknowledged within 4 calendar days of receipt.
We aim to respond fully within 10 calendar days of receipt of complaint, however, depending on the complexity of the investigation, this may take longer. If it does, we will contact you to let you know.
Our full complaint investigation response will be no later than 30 calendar days following receipt of complaint. In the event that the resolution is still underway, we will advise what has caused the delay and an anticipated date for resolution.
Once the complaint has been resolved, we will send a closure letter which confirms what action has been taken.
In the very unlikely event that the complaint is not resolved within 56 calendar days of receipt of complaint, we will send a further response to provide information on what has caused the delay, what the next steps are and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved.

We hope that all formal complaints can be addressed in the first stage, however if you feel your concerns have not been resolved to your satisfaction, you can escalate your complaint by emailing again to customercare@bancon.co.uk and your complaint will be allocated to the appropriate member of the Senior Leadership Team.

They will acknowledge your complaint within 4 calendar of receipt and aim to respond fully within a further 14 calendar days. This response will explain the company’s final position in relation to the matters raised.

We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to the NHBC. Alternatively, if the reservation for your new home was taken after 4^th July 2023, you may also be able to refer to the New Homes Ombudsman Service.