CUSTOMER CARE

ST.JAMES PARK, SOUTHSEA

At P J Livesey, we are committed to delivering high-quality homes and providing responsive aftercare support.

All homes at St James Park benefit from a 2-year developer defect period, alongside an ICW structural warranty.

REPORTING A DEFECT.

If you experience an issue with your home, please contact our Customer Care team by email:

customercare@stjamespark-southsea.co.uk

You will receive an acknowledgement, and we aim to respond within 7 working days.

To help us respond promptly, please include:
• Your full name
• Property address
• Plot number
• A clear description of the issue

Early Occupation Period.

Following legal completion, the Site Team will carry out a 7-day follow-up visit and remain your point of contact during the initial settling-in period.

After this, our on-site Customer Care team will manage any ongoing matters during the remainder of the 2-year defect period.

HOW WE ASSESS REPORTED ISSUES.

When reviewing matters, we will confirm whether they fall within one of the four categories listed and where applicable, we will provide details of proposed works and anticipated timescales.

• The 2-year P J Livesey defect period
• The ICW warranty
• Homeowner maintenance responsibility
• Managing Agent responsibility

Formal Complaints Procedure.

If you are dissatisfied with how your matter has been handled, you may raise a formal complaint.

Stage 1 – Formal Complaint
Email: customercare@stjamespark-southsea.co.uk
Subject: Formal Complaint – [Your Name] – [Plot Number]

We will acknowledge your complaint within 5 working days and aim to provide a full response within 28 days.

Stage 2 – Escalation to Project Manager
If you remain dissatisfied, you may request escalation for further review.

Stage 3 – Escalation to Operations Director
If you remain dissatisfied following Stage 2, you may request a final internal review.

Complaint Procedure

Independent Resolution.

If you remain dissatisfied after completing our internal complaints process, you may refer the matter to your warranty provider or to the Independent Dispute Resolution Scheme under the Consumer Code for New Homes.

Consumer Code

ICW Warranty

CONTACT US.

Emergency Out of Hours.

Our Customer Care department is open Monday-Friday from 10am until 5pm

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Phone Us
Call 0161 877 1862

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Email Us
customercare@stjamespark-southsea.co.uk

For genuine emergencies only (major leak, total loss of power, or no heating during winter months), please contact:

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Adiuvo Out of Hours:
Call 0161 393 2023

Use of this service for non-emergency matters may incur a charge.

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