Make A Complaint - PORT Homes

If you want to raise a snagging concern this should be logged via your Clixifix login prior to making a formal complaint. Your portal provides information on our after sales service procedure, giving you reassurance that we aim to resolve all issues within 30 days. If after 30 days, you remain dissatisfied then you may progress with our formal complaints procedure.

Click Here to Report A Snag

If you have reported a defect on Clixifix and are unhappy with our response, you can make a complaint beyond this.

We are aware that errors do sometimes occur, and where this happens, it is our intention to minimise any inconvenience and resolve any outstanding issues at the earliest opportunity. Below sets out what you can expect from us if you do make a complaint and if you do, please do so at complaints@porthomes.co.uk.

1. Written Acknowledgement

You can expect a letter from us within 5 days of receiving your complaint, acknowledging that we have received it.

2. Path to resolution letter

Within 10 calendar days of the competition initiation date, we will provide a written ‘path to resolution’ which outlines how we will investigate your complaint.

3. Assessment and response letter

Within 30 days of your complaint start date, we will send you a complaint assessment and response letter. This will contain the following information:

  • Details of and a separate report on each complaint.
  • If a complaint has been settled, what action has been taken to do this.
  • If a complaint has not been settled, and the developer needs more time to look into the matter, an estimate of how long they will need to reach a decision and a brief explanation as to what further steps are needed and why.
  • If a complaint has not been settled but and we need more time to look into your matter, we will provide an estimate of how long we will need to reach a decision and a brief explanation as to what further steps are needed and why.
  • If we do not accept your complaint, we will provide a clear explanation of the reasons for the decision.
  • Information about any dispute resolution service, offered by the warranty provider, that you can refer your complaint to if you remain not satisfied.

4. Eight weeks

If your complaint is not closed within 56 calander days from your complaints start date, we will send you an eight week letter which will include the following information:

  • A clear summary of what action has been taken to date.
  • Clear details of what is still outstanding, a reason why and the actions to be taken.
  • An idea of when the complaint will be settled.
  • How often the developer will give the customer updates which will be at least every 28 days.

5. Closure

We will send you a closure letter to the customer at any stage after the complaint start date if we consider your complaint resolved. This will include the following information:

  • A list of the items agreed in the complaint assessment and response letter and confirmation that each item has been resolved.

Still Not Satisfied?

We are confident our robust complaints process will resolve your issues or concerns to the satisfaction of all concerned. However, if you remain not satisfied, you can refer your matter to your new home warranty providers resolution scheme or your consumer code provider.

Port Homes abide by the ICW consumer code, an independent industry code established to champion quality new homes and delivery better outcomes for consumers. From 01/01/2023 customers purchasing a Port home will be protected by the ICW Consumer Code.

Builders Code of Conduct ICW Scheme Rules ICW Website

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