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
Welcome to Dandara Customer Care
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.
How can our customer care team help?
Dandara’s customer care understands that settling into a new home comes with questions. To help you get started, we've put together a series of short, informative videos that address common queries. Browse the categories below to find the help or advice you need.General overview and maintenance General overview and maintenance
We want you to relax and enjoy your new home from day one, and this video gives you the information you need to do just that by covering the following:
- Shrinkage/settlement and drying out the home
- Wires & pipes
- Doors & maintenance
- Windows & ventilation
- Condensation
- Gas and water isolation
- Meters
- Fire safety
- Warranties
- Loft storage and access
BoilerBoiler
We want you to relax and enjoy your new home from day one, and this video gives you the information you need to do just that by covering the following:
- Your boiler
- Your hot water system
- Thermostat controls, radiators & thermostatic radiator valves
- The bleeding of radiators
Air Source Heat PumpAir Source Heat Pump
You may have an air source heat pump installed in your new home instead of a boiler. Please be aware that your air source heat pump comes with a 5 year warranty but must be serviced annually.
It's important to note that air source heat pumps operate very differently to a gas boiler system, for example the radiator surface temperature is far lower compared to gas, so it can take a little longer to reach the required temperature. Air source heat pumps should be left on, continually switching them on and off could result in higher running costs and a reduced lifespan.
The below video explains how to operate your air source heat pump.
ElectricalElectrical
Being able to just switch things on and get on with your day is important. This short video shows you more about the electrical system in your home, covering the following:
- Data and communications
- Consumer unit
- Media plate
- Telephone point
KitchenKitchen
Your brand new kitchen is fully equipped with all you need. Watch this video to see how everything works, which covers the following:
- Oven
- Hob
- Cooker hood
BathroomBathroom
Your bathroom is designed to be a relaxing space for early starts or after a long day. This video shows you all that’s included and their functionalities, covering the following:
- Toilet
- Basin
- Bath
- Shower
- Extractor fan
ExternalExternal
Just a little maintenance is required to keep the exterior of your new home looking great for years to come. This video shows more about the following:
- Efflorescence
- Turfing
- Shed & fencing
Still can't find what you're looking for?
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.
Email Support
Just to let you know, we aim to respond within 5 working days.
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Out of hours
For emergencies only, search by location, development or postcode to see how to contact our dedicated team.
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Contacting Customer Care
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’.
Response Times
| 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 |
Customer Care Opening Hours
Aberdeen
Opening hours:
- Monday - 09:00 am - 04:30 pm
- Tuesday - 09:00 am - 04:30 pm
- Wednesday - 09:00 am - 04:30 pm
- Thursday - 09:00 am - 04:30 pm
- Friday - 09:00 am - 04:30 pm
- Saturday - Closed
- Sunday - Closed
Northern Home Counties
Opening hours:
- Monday - 09:00 am - 05:00 pm
- Tuesday 09:00 am - 05:00 pm
- Wednesday - 09:00 am - 05:00 pm
- Thursday - 09:00 am - 05:00 pm
- Friday - 09:00 am - 04:00 pm
- Saturday - Closed
- Sunday - Closed
East Scotland
Opening hours:
- Monday - 09:00 am - 04:30 pm
- Tuesday - 09:00 am - 04:30 pm
- Wednesday - 09:00 am - 04:30 pm
- Thursday - 09:00 am - 04:30 pm
- Friday - 09:00 am - 04:30 pm
- Saturday - Closed
- Sunday - Closed
South East
Opening hours:
- Monday - 08:30 am - 05:00 pm
- Tuesday - 08:30 am - 05:00 pm
- Wednesday - 08:30 am - 05:00 pm
- Thursday - 08:30 am - 05:00 pm
- Friday - 08:30 am - 04:00 pm
- Saturday - Closed
- Sunday - Closed
Southern
Opening hours:
- Monday - 09:00 am - 05:00 pm
- Tuesday - 09:00 am - 05:00 pm
- Wednesday - 09:00 am - 05:00 pm
- Thursday - 09:00 am - 05:00 pm
- Friday - 09:00 am - 04:00 pm
- Saturday - Closed
- Sunday - Closed
Isle of Man
Opening hours:
- Monday - 09:00 am - 04:00 pm
- Tuesday - 09:00 am - 04:00 pm
- Wednesday - 09:00 am - 04:00 pm
- Thursday - 09:00 am - 04:00 pm
- Friday - 09:00 am - 04:00 pm
- Saturday - Closed
- Sunday - Closed
Jersey
Opening hours:
- Monday - 08:00 am - 05:30 pm
- Tuesday - 08:00 am - 05:30 pm
- Wednesday - 08:00 am - 05:30 pm
- Thursday - 08:00 am - 05:30 pm
- Friday - 08:00 am - 05:30 pm
- Saturday - Closed
- Sunday - Closed
Eastern
Opening hours:
- Monday 09:00 am - 05:00 pm
- Tuesday 09:00 am - 05:00 pm
- Wednesday 09:00 am - 05:00 pm
- Thursday 09:00 am - 05:00 pm
- Friday 09:00 am - 04:00 pm
- Saturday - Closed
- Sunday - Closed
Wales
Opening hours:
- Monday 09:00 am - 05:00 pm
- Tuesday 09:00 am - 05:00 pm
- Wednesday 09:00 am - 05:00 pm
- Thursday 09:00 am - 05:00 pm
- Friday 09:00 am - 05:00 pm
- Saturday - Closed
- Sunday - Closed
More Resources
UK Homeowners Manual
Our homeowners manual includes advice on maintenance as well as tips on energy conservation and further useful guidance.
Download
Jersey Homeowners Manual - Houses
Our homeowners manual includes all of the advice and tips you need to settle in and take care of your new home.
Download
Jersey Homeowners Manual - Apartments
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.