Our Complaints Policy

At Select Homes, we are committed to delivering world-class services to the highest standard. We are ambitious and dedicated, constantly re-evaluating and improving our customers' experience.

If you have any suggestions on how we can improve, we would love to hear from you.

Equally, if something hasn’t gone to plan in your experience with us, we want to know. Your feedback is valuable – it helps us shape the future of Select Homes and gives us a chance to put things right, no matter how big or small.

To share your feedback:

Please contact us here with your comments. Your message will be acknowledged and passed on to the relevant Team Leader and our Business Manager, depending on which area of the business it relates to.

If You Have a Complaint

Contact Our Customer Care Team

Email enquiries@selecthomesuk.com with as much detail as possible. Let us know what the issue is and how you’d like us to put it right.

We aim to acknowledge all emails within three working days (though this may take longer during busy periods).

Once acknowledged, your complaint will be investigated. We may ask for further information depending on the nature of your concern. You can expect a full response within 14 days of us receiving everything we need.

Still Not Happy? Take It to the Executive Committee

If you're not satisfied with the response from our Customer Care Team – or haven’t received a reply – you can escalate your complaint to the Executive Committee.

To do this, request and complete the Executive Committee Complaint Form and send it to

Colonial House, Swinemoor Lane, Beverley, HU17 0LS.

You must contact the Executive Committee within 28 days of receiving the Customer Care Team’s final decision.

What Happens Next

Once the Executive Committee receives your complaint, they’ll check that it’s something they can help with (i.e. that you’ve already contacted Customer Care and it’s a matter related to Select Homes).

If eligible, they’ll begin investigating your complaint. This process includes:

  • Carefully considering the facts of your complaint and requesting any further information they need

  • Asking the Customer Care Team and any relevant staff for their factual account of events

  • Returning to you for clarification if necessary

  • Weighing up all evidence fairly and impartially to reach a fair outcome

The Final Decision

Once all the facts are in, the Executive Committee will contact you with their decision. If it’s a misunderstanding, they’ll explain why. If they conclude that you’ve been treated unfairly, they’ll take steps to put things right.

This is the highest level of our complaints procedure. If you reject the Executive Committee’s decision, your complaint cannot be taken any further within the company. However, most issues are resolved fairly and satisfactorily at this stage.