Customer Care & Complaints Procedure

At Stronghold Homes, every customer journey matters to us. As a family-run
business, we take pride in building homes with care and supporting our customers
with the same attention. If something isn’t right, we genuinely appreciate the
opportunity to put it right. After a decade of building homes, we know that listening,
understanding and responding promptly make a real difference to our customers.

If you have a concern about your experience with us, please get in touch so we can
help.

Informal Complaints

Many concerns can be resolved quickly through a conversation with a member of our
team. We encourage you to contact us in the first instance, and if you’re satisfied
with the outcome, there is no need to enter the formal process.

You can reach us at: info@stronghold-homes.co.uk

Formal Complaints

If you feel your concern has not been resolved informally, you are welcome to begin
our formal complaints process.

Your initial complaint will be reviewed by our Sales or Customer Care team, and we
aim to resolve matters as soon as possible.

Stage 1

 

If you remain dissatisfied after our team’s response, please write to:

Stronghold Homes Ltd

Unit 2 HRFC

Leicester Road

Hinckley

LE10 3DR

We will acknowledge your complaint within 5 working days of receiving it and
provide a proposed resolution within 20 working days. If we need more time to
investigate, we will explain why and keep you updated.

 

If You’re Still Unhappy

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If your complaint remains unresolved, or you are unhappy with the outcome, you
may be able to escalate the matter to the Independent Dispute Resolution
Scheme or your Home Warranty Provider if:

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• you have not received a response within 20 working days

• a resolution has not been reached within 56 calendar days

• the issues raised have not been resolved within agreed timescales

 

All complaints are handled in confidence and in accordance with data protection
laws. We review this procedure annually to ensure it remains fair, effective and
customerfocused.

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The Stronghold Approach

We’re proud of the homes we build and the care we take throughout your journey
with us. Every concern raised helps us strengthen what we do — for you, and for the
homeowners who follow.