Help & support.
We’re here to help. No problem is too big and no question is too small, so whether you have an enquiry about a development, a solution that needs fixing or would like to make a complaint – we have the right support for you.
Customer service
At William Davis Homes, good service is our philosophy. We put the same high standards of care into looking after our customers as we do into building our homes.
But we understand that from time to time things can go wrong, so if there is a problem, we want you to let us know.
- National House Building Council
Every one of our homes is covered by the National House Building Council’s (NHBC) Buildmark standard, which offers ten whole years of protection for your home. This means that we always build to the highest standards, so you don’t have to worry about any problems regarding your new home. We also adhere to the Consumer Code for Home Builders, which provides protection and rights to those who purchase new homes.
Aftersales service.
We understand the challenges of buying a new home, so we’re here to support you with every single stage of your purchase. This chart shows who will support you at each stage.
3 weeks before you move in
1
Build completion & CML sign-off
Site & sales team
2
Customer inspection & soft furnishings
Site & sales team
3
Final clean & inspection
Sales team & contracts manager
4
Move in & customer sign-off
Site manager or sales team
10 days after you move in
5
Post-occupation list completed & signed off
Site manager or sales team
2-year warranty
6
Customer service & emergency support
Customer services team
FAQs.
How can we help you?
Browse through the topics to find what you are looking for.
Finding a home
You can find the opening times listed on each of our development pages, here.
By making contact with the sales office by telephone or email or visiting the development pages.
Yes you can, but you can only view the show homes available on the development you are visiting, you can find a list of our showhomes here. Please make sure you check the opening days and times of the development before you set off.
Buying a home
This depends on the stage of the plot that you are purchasing but typically we would expect between 8 to 12 weeks. Our Sales Consultants will be able to keep you informed regarding regular updates for your new home but we would anticipate exchange of contracts within 28 days of the date of reservation.
You can use our new online Stamp Duty calculator to assist you with this. Visit here for further information.
You can speak to one of our Independent Financial Advisors (IFA) who will recommend the right mortgage product for you. They will be able to assist you with obtaining an agreement in principle, so you will know exactly what you can afford. Once you have reserved your new home, the IFA will be able to arrange to take you through a formal mortgage application. You can find out more information here.
Living in your home
If you would like to leave a review or thank the William Davis team, you can do so on our Trust Pilot page, here.
You can contact the Customer Services team by phone on 01509 231181 or via email at customerservices@williamdavis.co.uk.
If you wish to make a complaint you can follow our complaints procedure. You can find details of our complaints procedure here.
Make a complaint.
We understand that despite the care we take, sometimes things can go wrong and we will always endeavour to resolve any issues as quickly as possible.
It will always be our intention to:
- Investigate complaints promptly and in a competent manner.
- Remain impartial and offer a fair assessment to ensure a fair outcome.
- Clearly communicate our decisions and explain what you can do if you are still unsatisfied.
- Work alongside you to resolve your complaint where possible and provide an appropriate response.
- Constantly improve the products and services we offer and learn from our mistakes.
- Comply with the requirements of NHBC Standards and the Consumer Code for Home Builders.
For us to deal with your complaint in an effective and efficient manner, we will work closely alongside you. While it is our aim to resolve your complaint as soon as possible, there may be times where delays are possible, and we ask for your cooperation.
You can make a complaint, or escalate your complaint to Stage 2 or Stage 3, by writing to us at: William Davis Homes, Forest Field, Head Office, Forest Road, Loughborough LE11 3NS, using the customer service form below or by email to: customerservices@williamdavis.co.uk.
We will record and monitor all complaints raised by the above methods, so please use this process to let us know if you are unhappy. All complaints must follow the three-stage procedure, where applicable, which are set below.
Please note that we cannot accept complaints raised outside of the above monitored methods. For example, social media, website reviews or equivalent, will not be treated against our formal complaints procedure, set out opposite.
Stage 1
All complaints are initially referred to the manager responsible, who will listen to your concerns and do their utmost to resolve matters for you. Your complaint will be acknowledged within 24 hours during normal working hours*.
Once the nature of the complaint has been reviewed, we will give you a timescale for a response, usually within 10 working days, where we may ask for further information and evidence.
On occasions it may be necessary to arrange a visit to further consider your complaint. In these situations, we will contact you within 10 working days to arrange a suitable appointment time. If we deem a visit necessary to progress with your complaint, we ask for your cooperation in agreeing an appointment time and allowing access to your home where required.
Following a visit, we will provide a response within 10 working days and will outline a resolution plan. It is our aim to complete any agreed works within 28 days, but this is not a guarantee.
We take all complaints very seriously and hope that it will be possible to put a resolution in place during this first Stage.
If you do not feel your complaint has been resolved to your satisfaction or within the agreed timescale, you may escalate your complaint to Stage 2.
Stage 2
If escalated to Stage 2, you will be given the name of the Director/Head of Department, who will follow up with your complaint. The complaint will be acknowledged within 24 hours during normal working hours.*
The Director/Head of Department will review your complaint and will aim to respond within 10 working days of acknowledging your Stage 2 complaint. Should further time be required, for example due to annual leave or sickness, you will be advised accordingly.
We hope that it will be possible to resolve the problem within the stated timescale or agree a satisfactory resolution plan for you. If this is not the case, you may escalate your complaint to Stage 3.
Stage 3
If your complaint has been escalated to Stage 3, the complaint will be referred to the Operations Director. Your complaint will be acknowledged within 24 hours during normal working hours.*
The Operations Director will review your complaint and will aim to respond within 10 working days of the acknowledgement of your Stage 3 complaint and will provide William Davis Homes’ final position on the matters raised. Should further time be required, for example due to sickness or annual leave, you will be advised accordingly.
After completing the above stages, should you still feel we’ve been unable to reach a mutually acceptable resolution, you may wish to refer the matter to the following independent bodies:
NHBC
https://www.nhbc.co.uk/homeowners/homeowner-quidance-documents
Consumer Code for Home Builders
https://consumercode.co.uk/home-builders/how-are-complaints-dealt-with/
*Normal working hours are 9.00am to 5.30pm Monday to Thursday and 9.00am to 5.00pm Friday, excluding Bank Holidays and Christmas/New Year.