Built Logic

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Complaint escalated to the New Homes Ombudsman to decision and lessons

We take off your hands: logging the claim, keeping the evidence, building the ombudsman file, recovering costs from trades and passing lessons to site.

You get: an evidence file on time, the likely outcome judged against published decisions, and the remedy tracked to its deadline, for your director to decide.

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The problem

When a complaint goes to the ombudsman we scramble to find the evidence and usually lose.

How the steps join up

It starts when: a buyer refers an unresolved complaint to the New Homes Ombudsman, or says they will.

  1. Spot claims and possible claims in incoming letters and emails and diary the insurer notification deadline

  2. Preserve the right emails and files as soon as a dispute starts

  3. Build the evidence file for a New Homes Ombudsman complaint

    Your team checks and decides at this step.

  4. Learn from published New Homes Ombudsman decisions to improve complaint handling

    Your team checks and decides at this step.

  5. Track homeowner complaints and required responses

  6. Recover the cost of defects from the subcontractors responsible

  7. Find repeat defects across plots, house types and trades

  8. Find the themes that keep coming up in client feedback

What you end up with: The claim is logged and insurers told, evidence is preserved and assembled on time, the likely outcome is judged against published decisions, any remedy is delivered within deadline, costs are recovered from trades and the lessons reach site.

Who signs it off: Your director decides on any settlement and your customer care manager owns the submission.

What it needs to work

  • A complete complaint record from the first report

If those aren’t in place yet, you’ll hear that before anything gets built.

Who it’s for

  • Developers and housebuilders

Where this joins up

What would this cost for your team?

Answer questions about your company and how this work runs today. You see an indicative estimate of the hours back, what that time is worth and the price when you send your details.

Get a price for this

Or check first: Are we ready for AI?