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 by NHBC
Site team
2
Notice to complete served by William Davis’ solicitor or a fixed completion date is agreed
Site & sales team
3
Appointment for New Home Demonstration confirmed. You may also arrange a Pre-Completion Inspection at this time if required
Sales & sales team
4
Flooring and soft furnishings completed (if applicable)
Site team
2 weeks before Legal Completion
5
New Home Demonstration to be carried out. The Pre-Completion Inspection must be done at this time if required
Site team
Legal Completion Day
6
Move in and customer handover
Site & sales team
2 weeks after Legal Completion
7
Settling-in list compiled and submitted
Customer
Within 30 calendar days of deadline to submit settling-in list
8
Settling-in list reviewed, completed and signed off
Site team
2-year warranty
9
Customer service & emergency support
Customer services team
How-to Tutorials
Programme your home alarm
Set your home alarm
In this video we'll show you how to operate your house alarm.
Set the Hive control for your heating
Hive heating control
See how to set up your Hive control for your heating.
Change the batteries In your Hive controller
Change Hive batteries
This video shows you how simple it is to change the batteries in your Hive controller.
Care and maintenance of smoke detections
Smoke detectors
Find out how to maintain your home's mains powered smoke detectors.
Change your Spotlight bulb
Changing spotlight bulbs
See how to change the spotlight bulbs in your home.
Bleed a radiator
Bleed a radiator
This video shows you how to bleed and top up your radiators.
Troubleshooting heating and hot water
Troubleshoot heating
In this video you'll see how to troubleshoot in the event of no heating and no hot water.
Essential tip for winter, Isolate the outside tap
Tips for winter
Find out how to isolate your outside tap for the winter season.
What to do in the event of a water or gas leak
Water or gas leaks
We'll show you how to turn off your gas and water in the event of an emergency.
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.
Service requests
Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed. If you have a complaint where we have:
- * Failed to do something we should have done
- * Done something badly
- * Treated you unfairly or discourteously
then please do contact us and allow us the opportunity to put it right.
If you are able to resolve any issue informally with our offices and are happy with the outcome, then you need not use our formal complaints procedures.
If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.
You can do this by using the following formal complaints procedure, which does not affect your normal legal rights.
Formal complaints procedure
We have a robust process to ensure that your complaint is properly investigated and followed up:
Please raise your complaint by email to: complaints@williamdavis.co.uk.
or write to us at:
Customer Service Department –
Complaints
William Davis Homes
Forest Field
Forest Road
Loughborough
Leicestershire
LE11 3NS
We will record and monitor all complaints raised by the above methods but please note that we cannot accept complaints raised using any other method, for example, on social media, website reviews or equivalent.
- * We will acknowledge all complaints within 5 calendar days of the complaint start date*.
- * We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint start date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
- * We will send a full complaint assessment response by no later than 30 calendar days*. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.
- * Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
- * If we do not accept the complaint, we will provide a clear explanation of the reason for our decision.
- * If the complaint remains unresolved after 56 calendar days of the complaint start date*, 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 28 calendar days until the matter is resolved.
Independent Dispute Resolution
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 if you remain dissatisfied with the outcome, then you may refer it directly to the Independent Dispute Resolution Scheme or the NHBC.
NHBC
For details of the NHBC Claims and Resolution Service please see the following link: https://www.nhbc.co.uk/homeowners/claims
Alternatively, NHBC are available Monday to Friday 09:00 – 17:00:
by telephone on 0800 035 6422
or by email claims@nhbc.co.uk
Consumer Code for Home Builders
For details of the Consumer Code Independent Dispute Resolution Scheme please see the following link:
https://consumercode.co.uk/home-builders/how-are-complaints-dealt-with/how-does-the-independentdispute-resolution-scheme-work/
Please note that Referrals can only be made after 56 calendar days have passed since first raising it with us and no later than 12 months after our closure response.
* The complaint start date is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the complaint start date is the following Tuesday. If a complaint is received on a Saturday, the complaint start date will be the following Monday (excluding public holidays and Christmas shut down period). All timeframes will be extended accordingly when the Christmas shutdown period is included.