Customer Complaint Process

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Tomorrow
Together

Customer Complaint Process

Urban Nest

New Residential Homes Throughout The North West England.

At Urban Nest, we are committed to delivering high-quality homes and excellent customer service. We understand that sometimes things may not go as expected, and we take all complaints seriously. Your feedback helps us improve.
This page outlines our step-by-step complaints procedure, ensuring your concerns are addressed fairly, professionally, and promptly.

Customer Complaint Process

Raise Your Concern

1. Raise Your Concern
If you are unhappy with any aspect of your new home or the service you’ve received, please contact us as soon as possible.
You can raise your complaint by:
Email: Customercare@myurbanhomes.com
Phone: 07894271959
Online Form: [Link to Complaint Form]

Please include:
Your name and contact details
Property address and plot number (if known)
A clear description of your complaint
Any supporting documents or photos

Acknowledgment of Your Complaint

2. Acknowledgement of Your Complaint
We will acknowledge your complaint within 5 working days of receipt. You will be given a unique complaint reference number and the name of the person handling your case.

Investigation and Response

3. Investigation and Response
We aim to investigate and respond to your complaint in full within 10 working days. If your issue is complex or requires further time, we will let you know and provide regular updates.
Our goal is always to resolve complaints fairly and to your satisfaction.

Escalation (If You’re Not Satisfied)

4. Escalation (If You’re Not Satisfied)
If you are not happy with our response, you may escalate the matter to a senior member of our Customer Care team. They will conduct a further review and respond within 10 working days.

Independent Review

5. Independent Review
If you remain dissatisfied after our final response, you may refer your complaint to the relevant independent body, such as:
Your warranty provider (e.g., NHBC, Premier Guarantee, LABC, Advantage)
The New Homes Ombudsman Service (if applicable)
Visit: www.nhos.org.uk
This external process can help mediate and, if necessary, offer independent resolution.

We’re Here to Help
We genuinely value your feedback and aim to make your experience as smooth as possible. Thank you for giving us the opportunity to put things right.

Customer Privacy and Data Protection

Customer Privacy and Data Protection
Our personal information is handled securely and in accordance with UK data protection laws. We never share your data without consent.

Your home journey is important to us.
We’re not just building homes — we’re building trust. Thank you for choosing Urban Nest.

Sustainability

Committed To Building To Highest Standards

We follow industry best practices at every stage, from design to construction, ensuring your new home is safe, sustainable, and built to last.

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We Follow Best Practices

Our homes offer style, comfort, and peace of mind — all built to the highest standards and backed by a 10-year structural warranty.

Sustainability

Project On Time

Modern Technology

Latest Designs

Sustainability

Transform Communities Across the North West

We’re committed to building homes that are not only beautiful, but better for the environment. From energy-efficient designs and high-performance insulation to responsibly sourced materials and smart home technology, sustainability is built into every stage of our developments. Our goal is to reduce environmental impact while helping homeowners enjoy lower energy bills and a more comfortable, future-proof home.

WIGAN

Little Lane
WN3 6PX

Direction

BAMFURLONG

Bolton Road
WN2 5AY

Direction

ECCLES

Bowling Green Avenue
M30 7FU

Direction

View our Developments

Previous Developments

“Bold Spaces, Effortless Living”

Hazel Grove

8 Luxury Homes

Blackburn

Low-Cost Homes

Peel Green

8 Build to Rent (BTR)

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Urban Nest

Our Latest Works

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WN2

Bamfurlong

M30

Eccles

SK8

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BB2

Blackburn

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Frequently Asked Questions

What is the Reservation fee and is it refundable?

To reserve your new home, we require a £1,000 reservation fee. This secures the property while we begin the sales process. The fee is fully refundable within the first 14 days, giving you peace of mind as you move forward. If the sale proceeds, the £1,000 will be deducted from the final purchase price upon completion.

From Reservation to Move-In?

The typical timeframe from reservation to moving into your new home is around 60 days. This allows plenty of time for the legal process, mortgage arrangements, and any final preparations — giving you a smooth and convenient transition into your new home.

Your Point of Contact?

From reservation through to move-in day, you’ll have a dedicated site manager or sales agent as your main point of contact. They’ll be there to guide you through every step of the process, answer any questions, and make sure everything runs smoothly — so you always know who to turn to.

Customer Complaint Process

Today TomorrowTogether

Customer Complaint Process

Urban Nest

Customer Complaint Process

Raise Your Concern

Acknowledgment of Your Complaint

Investigation and Response

Escalation (If You’re Not Satisfied)

Independent Review

Customer Privacy and Data Protection

Sustainability

Committed To Building To Highest Standards

We Follow Best Practices

Sustainability

Transform Communities Across the North West

WIGAN

BAMFURLONG

ECCLES

Previous Developments

“Bold Spaces, Effortless Living”

Hazel Grove

Blackburn

Peel Green

Urban Nest

Our Latest Works

WN2

M30

SK8

BB2

Request More Info

Learn More From

Frequently Asked Questions

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Tomorrow
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