Customer Care

We Support

With a 98% Customer Satisfaction Rating, we have a longstanding and enviable reputation for building homes of the highest quality and looking after our buyers. So, to us, ‘customer care’ isn’t a corporate knee-jerk or box-ticking exercise, it’s fundamental to our business philosophy. Customers come first at Bargate.

Our dedicated Customer Care team are here for you. To promptly rectify any issue you have, for up to 2 years after moving in, under our warranty.

That’s the Bargate way. We care.

Customer Charter

Bargate is committed to ensuring the products, services, and information we deliver meets and exceeds the requirements throughout the process of purchasing and owning a Bargate home. As such we pledge to each and every customer the following charter of service.

FAQ’s

We’re here to help! If you have an issue, just reach out after reading our FAQ’s.

Report an issue
There may, however, be an occasion where you feel that your expectations have not been met. In this event, we will look to resolve any issues as quickly and conveniently as possible.

We are committed to fast and efficient service and therefore we will endeavour to deal with any items identified by us within 28 days.  

Reporting an issue to Bargate Homes is simple, please call or email us on the details below:  

Customer Care
02380 602255
customercare@bargatehomes.co.uk  

In the unlikely event that you have an emergency within your home please contact the customer care department on 02380 602255. Should an Emergency happen outside office hours please refer to the front of your blue handover file where relevant numbers can be found.

If you have not received the service that you would expect, or that things are not being dealt with to your satisfaction, then, please contact our customer care department on customercare@bargatehomes.co.uk and they will respond to your concerns within 48 hours and arrange a visit with our Customer Experience Director.

We have a robust process to ensure that your complaint is properly investigated and followed up. To raise a complaint please email complaints@bargatehomes.co.uk.  

The following timescales are adhered to. We will acknowledge all complaints within 5 calendar days of the complaint initiation date* We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date* .

This will 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.  

In the unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for 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 you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, or the New Homes Ombudsman Service.  

In this event we will issue a closure letter confirming the conclusion of our internal complaints process. This letter will outline the final outcome and provide details on how you can refer the matter to the New Homes Ombudsman Service, should you wish to take it further.  

The NHOS is an independent and impartial service that helps resolve disputes between home buyers and registered developers. There is no charge for using this service.
 
Contact details:
New Homes Ombudsman Service (NHOS)

Website: www.nhos.org.uk

Telephone: 0330 808 4286

Address: New Homes Ombudsman Service, Premier House, First Floor, 1-5 Argyle Way, Stevenage, Hertfordshire, SG1 2AD
 
You can refer your complaint to the NHOS once our internal complaints procedure has been completed or if it has not been resolved within the timescales stated in our policy.

*The Complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (Excluding Public holidays).