Complaints Procedure
As part of our aim to provide the highest standards of service to all of our customers we have a process for resolving any customer complaints.
Find out more
Have you recently purchased a beautiful new Dandara home? Congratulations! Dandara takes pride in exceptional customer service throughout the entire buying journey, and now that you're a homeowner, the Dandara customer care team is here to ensure a smooth transition and continued support by email or phone.
If our support resources haven't given you the answer you need, please get in touch with our Customer Care team directly - they'll be more than happy to help.
Just to let you know, we aim to respond within 5 working days.
Need to talk now? Search by location, development or postcode to reach the right people.
For emergencies only, search by location, development or postcode to see how to contact our dedicated team.
Please fill out the form below, giving as much information as possible.
Fields marked with a * are
required.
Emergencies
An emergency defect would be faults such as no heating or hot water, blocked drains, uncontainable water leaks, complete electrical failures within your home (not network failures) or security concerns with low level external doors and windows.
Our working hours are listed below, if you have an emergency please call us directly or use the ‘Out of hours’ service if applicable. If you’re unable to phone please head the help requirement field with the word ‘EMERGENCY’.
Other issues, ‘snags’, concerns or feedback
You are welcome to either call us (enter your postcode to give you the regional telephone number), or use the email support tile below, which will ask you to complete a form so that we can route your issue to the correct region and opertive.
If by email we will usually get back to you the same day, depending on when received and how busy we are but in any event within 5 working days.
Please note for any ‘snagging’ issues we need to work together to resolve these. Some issues can be resolved in one visit but we may need to arrange a mutually convenient time to first inspect the property and then remedy cause, and we may rely on external contractors, and provide your contact details to them. We have provided,in the table below, some examples of target completion times, though each case may differ. We aim to resolve all issues within 30 days, though there can exceptions such as material shortages or other factors outside our control, and in those instances we would always keep you updated.
Complaints
For more information on how we define and deal with compliants see our Complaints page. You can log a complaint below using the Email Support tile. Please head the help requirement field with the word ‘COMPLAINT’.
Issue: | Action: | Target Response Time: |
Failure of hot water system | Check the settings of the timer / check the consumer unit has not tripped | Within 24 hours |
External overflow pipe for hot water cylinder is flowing | Occasionally this can occur to correct internal pressures. If this persists, contact Customer Care | Within 7 days |
Overflow to toilet pan is flowing | Contact Customer Care | Within 7 days |
Total loss of water supply | Check stop taps are turned on / check with concierge in case of a problem with the water pump / check with supplier in case water is turned off for repair | Within 24 hours |
Waste pipe smelling | Ensure trap contains water | N/A |
Water not draining away | Ensure blockage is not the cause, e.g. remove and clean trap from waste | Within 7 days |
Water leak | If source can be identified, close isolation valve to appliance / pipe work. If in doubt, turn off main stop tap to property. If source of water cannot be found and stopped, contact Customer Care or out of hours emergency service asap | Within 24 hours |
Blocked toilet / toilet not flushing | Contact Customer Care / out of hours emergency service. N.B. If problem is found to be the result of customer misuse, you will be charged for the cost of the call out | If all toilets in dwelling - within 24 hours if not, within 7 days |
Total power failure | Check with supplier if problem is in local area | Within 24 hours |
Loss of power to some sockets | Check consumer unit for tripped MCBs / check other sockets | Within 7 days |
Extraction system not working | Check isolator is switched on and also check the consumer unit / test with tissue paper to check for suction. If this persists contact Customer Care | Within 7 days |
Kitchen appliances | Please contact your appliance manufacturer directly | N/A |
Minor and cosmetic items | We recommend you keep a list of non-urgent items and Customer Care will liaise with you to minimise the visits and disruption | Up to 30 days subject to materials |
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As part of our aim to provide the highest standards of service to all of our customers we have a process for resolving any customer complaints.
Find out more
Our homeowners manual includes advice on maintenance as well as tips on energy conservation and further useful guidance.
Download
Our homeowners manual includes all of the advice and tips you need to settle in and take care of your new home.
Download
Our homeowners manual includes all of the advice and tips you need to settle in and take care of your new home.
Download
Please note, homeowner manuals are subject to change and will include a revision number for reference on the rear cover. Please check the website for the most up to date version, this is currently no. DEC24. Alternatively, you may receive a development specific manual from your sales consultant.
Some homeowner manuals distributed in 2021 and 2022 state that Dandara will be liable for the costs of calling out an alternative contractor not listed in our emergency procedures. Please note this is a typo and the cost is at the customers expense.
Isle of Man emergency contacts: Please note clients could be charged for any items which are ‘homeowner maintenance’ or not deemed an emergency.