Next Steps for Resolving a Complain with Miller Homes

sh856531

Hi all

We moved into a new home around 8 months ago. The home was largely fine but the back door was damaged, there was a damaged tile and the contractors that did the grass left a large patch at the front of the house undone. The site rep agreed over and over again that these were snagging issues and would be resolved.

Fast forward many many months and the Site Rep has moved on, I have reported the issue 3 times to Miller Homes "Customer Care Team" but they now just ignore my messages. 

I don't really want to invest anymore time chasing people that just ignore me. Can anyone advise on what the most expedient way is to get Miller Homes to resolve the issue. 

If I wanted to make a claim at the small claims court for breach of contract or something similar, is that feasible?

Thanks in advance

SarahB16

Who provided your 10 year new home warranty?  Perhaps NHBC?  I'd contact them. 

isplumm

What is Miller Homes complaint procedure? https://www.millerhomes.co.uk/help-and-advice/our-customer-charter.aspx

Have you followed the complaint process in the above link? Called them?

sh856531

isplumm said:

What is Miller Homes complaint procedure? https://www.millerhomes.co.uk/help-and-advice/our-customer-charter.aspx

Have you followed the complaint process in the above link? Called them?

That's part of the problem - their complaints procedure seems to just be report it to the team that won't answer the phone or answer emails. 

I want to move past investing even more of my time in trying to engage with them. I suspect they would take the threat of legal or regulatory action more seriously than me just sending them strongly worded emails - but I don't really know if there is another way

eddddy

sh856531 said:

I want to move past investing even more of my time in trying to engage with them. I suspect they would take the threat of legal or regulatory action more seriously than me just sending them strongly worded emails - but I don't really know if there is another way

So just to make sure - you've made a formal written complaint to the builder. It's titled something like "Formal Complaint" and it clearly specifies the issues with the house that need to be fixed.

That builder usually provides 10 year warranties from NHBC. The NHBC warranty includes a resolution service during the first 2 years. You can try contacting the NHBC, and if they agree that the problems should be fixed, they'll contact the builder and tell them.

Your NHBC warranty documents should contain all the details. Here's some more info:   https://www.nhbc.co.uk/binaries/content/assets/nhbc/homeowners/guidance-docs/the-builder-warranty-and-the-resolution-service.pdf

sh856531

eddddy said:

That builder usually provides 10 year warranties from NHBC. The NHBC warranty includes a resolution service during the first 2 years. You can try contacting the NHBC, and if they agree that the problems should be fixed, they'll contact the builder and tell them.

Hi Eddddy 

Thanks for this. With the NHCB issue - they might be able to help with the door and the roof tile I'm hoping but the biggest bugbear is Miller just left a large patch of grass undone at the front of our house and it is now an overgrown eyesore. Its a large patch of ground with weeds now over 5ft tall!

I can't imagine NHBC will want anything to do with that and essentially its as simple as Miller failing to provide the service they were paid for. Getting them to suffer any consequences for how poorly they treat people seems like a challenge

S