Blenheim Estate Homes are committed to providing a high-quality service to all our customers. Your views are important to us and help us to ensure that we are consistently meeting people’s needs and allow us to continually improve our standards.


Pye Homes Complaints Procedure

Pye Homes is committed to providing our customers not only a quality service before and after completion but also a home to be proud of. If you have had an experience which you wish to praise, then please contact us here. However, we recognise that there may be instances where we fall short of the high standards which we strive to achieve, and you expect from us. If this is the case, we pledge to work constructively with you to resolve the issues, to your reasonable satisfaction, in a timely and efficient manner.

We take each complaint seriously and to ensure we can make continual improvements to our business and you can enjoy your new home, we ask that you clearly communicate your issues with us by providing photographs and written communication where possible. Our Customer team will then be able to fully understand the problem you are experiencing. They can properly identify the solution, consulting and communicating with our experts.
If you have experienced any concerns that you wish to discuss further, please contact us by any of the below methods:

• Telephone
• Email
• By letter

FAO Complaints, Pye Homes Offices, Langford Locks, Kidlington OX5 1HZ

What you need to provide

• Your name and contact details.
• A full description of your complaint, with photographic evidence, if applicable.
• What your ideal resolution would be.

How we will respond

• We will acknowledge the complaint within 2 working days and begin the investigation.
• We will speak to all the people involved and conduct a thorough investigation.
• This may mean that we need to speak to you further to obtain further information.
• We will endeavour to resolve your complaint within 10 working days, however on occasion this may take longer. We will keep you updated as to the progress and when you can expect to receive a full response.

Further complaints

• If at this point you are not satisfied with the response, then it shall be passed to the relevant Director to review further.

Next steps

• The relevant Director, or where applicable, the Managing Director, will review the response and all information available.
• A further response will be issued within 10 working days of you informing us that you wish to escalate the complaint.

Further information

If after this response you feel that the complaint is still not resolved to your satisfaction, you can refer the matter to either the warranty provider or the Consumer Code Independent Dispute Resolution Scheme. Please note that this does not affect your legal rights.

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