Customer Care

Whilst Walton Homes strive to deliver a high level of customer care throughout your home buying journey, we do recognise that sometimes you might not be satisfied with how matters have been dealt with.

If you are not happy with our level of service or for any complaints please raise this with the appropriate person by way of contacting our Customer Care team on whl10@waltonhomes.co.uk or 01543 412288.

Should you feel that your initial complaint has not been handled correctly, the next step is to begin a formal complaint with Walton Homes. 

To do so please contact homes@waltonhomes.co.uk setting out your formal complaint in writing with the subject line ‘Formal Complaint’.

We aim to acknowledge any formal complaint within 5 working days from the first business day after the complaint was received. We will then investigate the issue and send you a formal response letter within 20 working days.

We will do everything we can to resolve your problem, but if we have been unable to reach a resolution, you may wish to refer to your warranty provider (please refer to your Home Buyers Pack for details) NHBC home warranty provider’s dispute and resolution service or Homeowners | Make a claim (labcwarranty.co.uk) and/or the Consumer Code for Home Builders for further guidance.

Using the Complaints Procedure or the Independent Dispute Resolution Scheme does not affect you normal legal rights. 

A dispute may be taken to the Independent Dispute Resolution Scheme after 56 calendar days have passed since your first raised your complaint with Walton Homes but no later than 12 months after Walton Homes’ final response.