Customer service charter


What you can expect when you work with Fleming Homes.

Established in 1986, Fleming Homes are specialists in the delivery of bespoke timber frame homes for self-builders and small developers throughout the UK.

We recognise that in many cases you will be building your forever home, a home designed uniquely for you. We are proud to play a part in your self-build journey and our goal is to put you at the very heart of your project and make the process of working with us as straightforward as possible.


We will

  • listen to you, and ensure your aspirations for your project are fully heard
  • deliver value each time we communicate with you by putting ourselves in your shoes
  • provide you with a positive and courteous experience and treat you with respect
  • not make promises we can’t deliver
  • be accessible should you need help or guidance
  • provide prompt communications which are clear, accurate and helpful. We aim to acknowledge general emails and enquiries within two working days and live project enquiries within one working day
  • be honest and transparent at all times
  • deliver peace of mind, by ensuring our team are knowledgeable, well trained and equipped to deliver their roles
  • take on board customer feedback and use this as part of our commitment to our charter.

We will do all of this in accordance with our FLAGSHIP values.

Please help us by

  • treating our team with respect
  • asking us if there is anything you do not understand in relation to your project; it’s important to us that you fully understand what you are ordering!
  • providing feedback on what we are doing right and more importantly, where, or how we can improve.


You can expect us to

  • do what we say we will
  • work together with you and your wider project team to ensure smooth progress on your project
  • keep you informed and up to date on the progress of your project
  • deliver a quality product and service suited to your needs that encompasses choice and flexibility
  • provide excellent aftercare and advice for as long as you need us
  • make it easy for you to raise any concerns or complain if you are unsatisfied at any time with our service or products.


FH Flagship Values

Should you wish to make a complaint you can do this at any time by reporting the issue to a member of staff in writing.

We will

  • acknowledge your complaint within one working day
  • investigate your complaint fully and without bias
  • provide a full written response within 10 working days and if this is not possible, we will keep you updated and let you know when to expect a full response
  • provide you with information on how to escalate your complaint if you are not satisfied with the initial response you receive.


FH Flagship Values


“We are onto our third self-build project. We've used Fleming Homes’ design team for each of our houses and have been delighted with their flexible, friendly and reliable approach to timber frame supply.”

Mr & Mrs Downie, York

“The personal service is excellent and it was reassuring to be able to pick up the phone and speak to someone throughout the self-build process.”

Mrs G Douglas, Nenthorn, Scotland

“Fleming Homes are one of the finest and most client-focused commercial firms we have ever encountered. It was a very happy and positive experience.”

Dr & Mrs Lovegrove, Perthshire

“Pulling all the component parts of a self-build project together is the real challenge. Fleming Homes are extremely helpful in this respect. Their service is exceedingly thorough right through the build process. Working with them is an enjoyable experience.”

Roy Croucher, Brighton

“We first made contact with Fleming Homes at the Harrogate show, and from that initial contact, the whole experience of obtaining a quotation based upon our own design, accepting the quote, converting our design to detailed drawings for production, delivery and erection exceeded my expectations. Excellent service from start to finish.”

Lee McKenzie, Derby

“A great kit, a great company, and a great team. The guys at Flemings are the best I have had the pleasure in dealing with. They really do care, and if you have any queries they will resolve straight away. Friendly, upbeat, positive. I have a few more builds still to go, and you bet I will be using Fleming Homes.”

Steve Owen, Scottish Borders

“Wow, what a whirlwind journey, from arriving on a truck to sign-off of the timber frame in just three weeks. I don’t think I have ever seen anyone work such long hours in freezing conditions, wind, rain and the occasional sunshine! Thank you Fleming Homes for helping make our dream a reality.”

Julie Voller, Chertsey

“I’d happily recommend Fleming Homes to my clients in my planning consultant capacity.”

Kate Jenkins MRICS MRTPI, Director, Ericht Planning & Property Consultants

“Fleming were amazing from start to finish. We could not have done it without them.”

Mr & Mrs Fairley, West Sussex

“Fleming Homes are an all round excellent company to work with. The service provided by every contact I've had has been extremely professional and nothing was a problem. Fleming Homes have been one of the easy parts of building a house!”

Mr. Bulloch, Dunlop, Ayrshire

“I’d do it all again and with Fleming Homes. We are thrilled with our new house and it's turned out far better than we could have ever hoped for.”

Paul Bates, Carmarthenshire

“I would wholeheartedly encourage self-builders to use Fleming without reservation. The product is of high quality and eco-friendly. We had a faultless experience from start to finish.”

Sylvester Dengzee, Ipswich

“We were delighted with every aspect of dealing with your company and our kit home, you could not do enough to help us and answer all our questions so promptly. Also the quality of the kit was excellent. We would use you again without question, your staff were so professional and did a great job.”

Bill Cheape, Edinburgh

“I just wanted to let you know how impressed I  have been by the quality and the professionalism of all your team. They've done a great job and I would be happy to recommend them to anyone.”

Peter Murphy, Buckinghamshire

“A massive thank you for everything you and your colleagues have done for us so far. The service from all at Fleming Homes has been superb. Please pass on our thanks to all concerned.”

Neil Archer-Munro

“An excellent service and each and every call I made to Fleming Homes I felt I was speaking to a good friend.”

Morris Manson

“Fleming Homes have been exceptionally helpful in all aspects of our build. We felt we could always phone for advice and someone would be able to help us out. Everything was clearly explained from start to finish. Cannot fault the company and cannot recommend them highly enough. We moved into the new house in Sept 2020 and are loving it.”

Karen & Martin Young, Northumberland

“We made the right decision going with Fleming Homes, they were helpful, efficient and professional.”

Jess & Tom Nancarrow

“Our sincere thanks for all your assistance with our build. We felt fully supported from start to finish and are so happy with how the house has come together. Thank you for always getting back to us and for keeping us updated throughout. Paul, Davey and Connor have been absolutely amazing. We honestly couldn’t have asked for a better team to erect our timber frame. No question or favour was ever too much for them. They always took the time to talk us through details of the house and the work they had carried out. They really have done a superb job.”

Mr & Mrs Parratt, Bristol

“We are extremely delighted with the product and workmanship of our Fleming Homes’ timber frame. Furthermore, the timber frame erection team that Fleming Homes allocated to us were exceptional - by choosing this option they helped us realise our build quickly and efficiently - something which in hindsight we could never have achieved as well ourselves.”

Paul & Debbie Renshall, Northumberland

“The first thing I need to do is thank you Scott, and Josh, Bernard, Marisa along with the rest of the team at Fleming Homes for working so hard being helpful and always being so cheerful... even at the worst of times...  2020! I am so glad I get to work with you.”

Gill Renshaw, Lincs

“All told, very satisfied with things... great job everyone from Fleming Homes have done, yourself (Michael), Richard, David nothing seemed to be too much trouble. Even with cantankerous, mind-changing, awkward customers like me! 5 Stars for all concerned.”

Derek Jamieson, Alnwick

“Can I just say what an excellent service we’ve had from Fleming Homes over the years. You’ve been able to help us with several enquiries since we built our house nearly a decade ago and it is very much appreciated.”

Cameron Mabon, Duns