Customer Care at Lucy Developments

At Lucy Developments, we take great pride in the homes we build and the service we provide. We aim to deliver a professional, responsive, and thoughtful experience at every stage of your journey with us. While we always strive to meet the highest standards, we understand that occasionally things may not go as expected. When that happens, we’re here to listen and respond with care, courtesy, and discretion.

We welcome the opportunity to put things right and treat all feedback as a chance to improve. Whether it’s a concern, a question, or something you feel could have been handled better, we want to hear from you. We regularly review our approach to ensure we continue to meet the level of service our customers deserve.

Our Commitment to Customers

We take the same care in supporting our customers as we do in building our homes. While we do our best to get things right, we recognise that there may be times when something doesn’t meet your expectations. If that happens, please let us know — your feedback gives us the opportunity to resolve the issue amicably and continue improving the service we provide.

Raising a Concern

You may wish to formally raise a concern if you believe that we have:

  • Failed to do something we should have done
  • Carried something out poorly or to an unsatisfactory standard
  • Treated you unfairly or without courtesy

We’re committed to making your experience with us a positive one. If something isn’t right, please contact us so we can work with you to resolve it. If we’re unable to settle the matter informally, you may wish to follow our formal resolution process, outlined below.

Formal Complaints Procedure

  • Please write to the customer service team Customer Services Team (customerservices@lucydevelopments.com) and state that you are raising a formal complaint. Set out the details of your concerns, the impact it has caused and what result you would like to see happen.
  • We will acknowledge all complaints within 5 calendar days of the complaint initiation date, which we consider to be the first business day following receipt of complaint.
  • 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 should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
  • We will send a full complaint assessment response to you within 30 calendar days of the complaint initiation date. If the complaint has been resolved, this will confirm what steps were taken. If the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.
  • Once the complaint has been resolved, we will send you a closure response which confirms what action has been taken.
  • In the very 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 the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved. If you are not satisfied with a complaint response or how your complaint has been dealt with, you may be able to refer it to New Homes Ombudsman Service. Referrals can be made after 56 calendar days have passed since the complaint initially being raised and until two years after the complaint being raised.

If You Are Not Satisfied with How Your Concerns Have Been Handled

We hope that your concerns can be addressed by our Customer Service Team. However, if you are dissatisfied with the response you receive, please write to Greg Hilton, Head of Lucy Developments (greg.hilton@lucygroup.com), asking for your concerns to be revisited. Your email will be acknowledged and responded to within 40 calendar days.

If you are not satisfied with the reply from Greg Hilton, please write to Richard Dick, Chairman at Walton Well Road, Oxford OX2 6EE within 10 days of having received the response. The Chairman will usually respond within 15 working days to inform you of the action to be taken in investigation your complaint and when you can expect to hear the outcome.

If you reserved your home before 13th June 2025 then you will be covered by the Consumer Code for Home Builders:

If you are unhappy with how your complaint has been dealt with you should contact the Home Warranty Body in the first instance. Your Home Warranty provider may deal with the complaint directly or they may refer the complaint to the Consumer Code for Home Builders (www.consumercode.co.uk) who will run an Independent Dispute Resolution Scheme.

If you reserved your home after 13th June 2025 then you will be covered by the New Homes Quality Code:

If you are unhappy with how your complaint has been dealt with you may refer your complaint to the New Homes Ombudsman Service (www.nhos.org.uk) who will independently and impartially review the matter.

Using the formal complaints process, the Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.

October 2025

Complaints Policy