Complaints Procedure

If you are unhappy, we are unhappy, so we want to do all we can to put things right. In the event that after contacting our customer care team you are dissatisfied with the resolution of your complaint, the resolution has not been carried out within the estimated timescales or if you are not satisfied with the quality of customer service, we want to know about it. We will endeavour to deal with your complaint as quickly as possible and would recommend that you read the information below to find out what to do next.

Each of our regions are overseen by a regional managing director and in the first instance they will be sorry to learn of your dissatisfaction and wish to resolve it promptly. The managing director of the relevant region can be contacted by formal written letter, email or by completing our online form, see below for details. Your complaint will be acknowledged within 3 working days and, under normal circumstances, be responded to within 10 working days.

  • Southern

    Managing Director, Gary Perry
    Shanly Homes (Southern)
    21 The Crescent,
    Surrey KT22 8DY

After escalating your complaint to the regional managing director it is extremely unusual for it to remain unresolved.  In these uncommon circumstances, you have the opportunity to take your complaint directly to our residential managing director by formal written letter or email.  Please include full details of your complaint as well as precisely how it has been dealt with to date.  Your complaint will be acknowledged within 3 working days and you will receive a full response within 15 working days.

Head Office

Residential Managing Director, Tim Nutt
Sorbon, Aylesbury End,
Buckinghamshire HP9 1LW