Customer Service and Satisfaction

Redrow provides comprehensive training for all sales staff, together with full information on the regulations set out in the Property Misdescriptions Act.
Our customer service procedures are set out in the Customer Service Handbook provided to all employees and focus on communication being clear and honest.
Prior to legal completion of the home, a detailed demonstration is provided to each customer by our on-site sales and construction teams.
Within two working days of our customers’ move, our Site Manager will check that the move is going smoothly.
Two weeks after the move, a mutually convenient time will be arranged with our customers for our Construction Team to visit to discuss any matters requiring our attention.
Four weeks after the move, the Construction Team will visit our customer again to review any matters of concern.

The service will include a complimentary paint touch-up service.

Six weeks after the move, Redrow contacts the customer by phone through a specialist external team, which monitors performance against targets set by the Barker review.
We are committed to dealing with all legitimate customer service issues after a new home is occupied.

Each of our companies has a dedicated Customer Services Department, which contacts customers to resolve any further issues requiring attention.

Every site and business unit is assessed monthly according to customers’ responses and this performance is reviewed at management meetings.
Currently all bonus targets have an element which relates directly to customer service performance, to encourage strong commitment from all levels of staff.