Complaints Procedure
Last updated: 30 August 2026
Lexa Homes aims to provide a professional, reliable and courteous service. We welcome complaints because they help us identify and correct problems.
How to complain
Please send your complaint to:
Please include:
Your name and contact details
Details of the service involved
What went wrong
Relevant dates
The outcome you would like
If you require reasonable adjustments to make a complaint, please tell us.
What happens next
We aim to:
Acknowledge your complaint within 5 working days
Investigate it fairly and carefully
Provide a written response within 20 working days, where reasonably practicable
Explain any delay and provide a revised response date if more time is needed
We may ask for further information to understand the complaint fully.
Final response
Our response will explain the outcome of our investigation and any action we propose to take.
We will keep an appropriate record of complaints and use complaints to improve our services.
This procedure does not prevent you from exercising any legal rights available to you.