Menu Close

Raising an issue after you have moved home

Our After Sales Team will take care of you well after your move in date. With every Springfield property we offer 24 hour after sales cover* for the first two years after purchasing your home. While we don’t anticipate any issues in your new home, our professional in-house maintenance teams are on hand should any arise.

*Split between our standard office hours and our out of hours emergency service.

Prior to raising your issue, please refer to the client handbook which provides useful information on what is covered by your warranty and contact details. The client handbook is given to our clients when they move into their new home.

It is important that you follow the steps below in the order outlined to allow our trained teams to help you.  

Step 1: Raising an issue with aftersales - Your first point of contact should be with our After Sales team who are based at our Elgin Office and well positioned to resolve any issues swiftly: 

  • Aftersales issues raised will be acknowledged within 5 calendar days and an owner assigned to deal with the issue.
  • We aim to reach a conclusion on general issues within 30 calendar days. Where this is not possible, for example due to having to order materials which have a longer lead time, we will keep you updated and confirm an anticipated date for the repair as soon as we can.

You can also find further details on our After Sales process and contact details on our website:

Step 2: Seeking further support – If at any point you are not happy with how your issue has been handled by our aftersales team and want to seek further support, you should highlight your concerns to an Aftersales Manager. They will aim to resolve your issue within 30 days from the escalation date. 

Step 3: You remain dissatisfied - In the unlikely event that your issue remains unresolved, or you are unsatisfied with our response, you can raise a Formal Complaint. To do this, please speak to your last point of contact to request a link to our online Formal Complaints form. Please note that we will not be able to register your formal complaint unless you have completed steps 1 & 2.  

All Formal Complaints will be escalated to the Regional Director who has responsibility to resolve your Formal Complaint. We will manage all formal complaints in line with the New Homes Quality Code timescales as follows, however the date that you reserved your home will determine the independent resolution option that is open to you at the next step:

  • Formal Complaints raised will be acknowledged within 5 calendar days.
  • Within 10 calendar days a path to resolution will be provided setting out how we intend to investigate the Formal Complaint.
  • The Formal Complaint will then be investigated, and a response will be provided within 30 days.

Step 4: Independent resolution - If the Formal Complaint is not resolved within 56 days, or you remain dissatisfied with our resolution following our Formal Complaints step, you can escalate your complaint with the New Homes Ombudsman Service. You can contact the New Homes Ombudsman via their website or by calling 0330 808 4286. For customers who reserved their home prior to May 2nd 2023, information on the Consumer Code for Home Builders and alternative independent resolution services, can be found at