Customer Care.

Team

Thanks for getting in touch with our Customer Care team.

At ilke Homes we believe in providing a high quality service, through our dedicated Customer Care team, who are on hand to address any questions and issues that you may have with your new home.

High quality Customer Care.

ilke Homes are built to exacting high standards, our Customer Care team aims for the same level of exceptional quality, for both our clients and those living in ilke Homes.

On all project handovers our client will be introduced to our Customer Care Team, who will be the  point of contact to rectify any issues during the warranty period. Our team are always on hand to help provide solutions to any problems, maintain constant contact with the client and keep them up to date.

All ilke Homes are provided with a handover folder, comprising of certification, property maintenance guide and warranty information, as well as product manuals, in a digital format.

We aim to deliver the best customer experience possible. We welcome the opportunity to put things right if there are any issues. If you are not happy about any part of our service we want to know, that way we can correct the situation and use your feedback to continuously improve.

Whatever your concern, let’s work it out together.

We have a dedicated team who are fully trained to assist with any queries you may have regarding your new ilke Home.

Our customer care promises.

ilke Homes is fully committed to delivering high standards of customer care, a key aspect in the delivery of our services.

 

 

 

 

 

 

 

 

 

Customer Care Policy.

We are committed to meeting agreed service levels, and providing an excellent service during the warranty period, for all issues raised and reported under the terms of the contract. ilke Homes Customer Care provides a 24 hour service, 365 days a year.

 

During daytime office hours, please either telephone or email ilke Homes directly with any issues that you may be experiencing on 01904 924151  or email [email protected].

 

If you need our assistance out of office hours, please call our out of hours service provider, SAFEGUARD Ltd, on telephone number 01207 503293.

PLEASE NOTE: All emergencies should be reported by telephone in the first instance.

ilke Homes Customer Care – office hours Monday to Friday, 08:30-16:30

Complaints Procedure.

We have robust processes to ensure that your complaint is investigated by our Customer Care Director, with escalation support from our Executive team if required.

In the first instance, please submit your complaint to our Customer Care Director on [email protected].

Please ensure your complaint contains the following contact details (as well as details describing the nature of your complaint) to allow us to respond as quickly as possible:

  • Your full name
  • Your home address
  • Your plot number
  • Your contact telephone number
  • Your email address

Our Customer Care Director will acknowledge all formal complaints within 24 hours of receipt and aim to respond fully within a further 10 working days.