We value all feedback (positive and negative) and welcome your thoughts on our homes and developments. We also know how important rating and review information is to help you to make informed choices, especially when you are first thinking about choosing a new home for you and your family.
This policy explains how we gather, manage and publish reviews and testimonials, particularly online, and what we do to ensure they are genuine.
How to contact us
If you have any concerns about published reviews of Taylor Wimpey or our homes, developments, offers or services, then please contact us by emailing twmarketingenquiries@rkh.co.uk
How we use reviews and testimonials
We use reviews and testimonials from our customers in several different ways:
- We may approach happy customers to provide a testimonial for use in our marketing, telling their individual story about buying one of our homes.
- We work with brand advocates who post about us and our homes and developments on social media.
We explain in this policy how we manage and present the different types of review and testimonial information that we use.
Prohibition of fake reviews
- We do not allow the submission of fake reviews (or the commissioning of anyone else to submit fake reviews).
- A fake review is a consumer review that purports to be, but is not, based on a person’s genuine experience. These could be positive or negative and could include, for example, ratings or reviews from people who claim to have purchased one of our homes, when they have not.
- We do not allow the submission of reviews where the reviewer has received an incentive and has not prominently disclosed that incentive in their review (or the commissioning of anyone else to submit fake reviews).
- If we determine that a rating or review on one of our online platforms is fake (or has been incentivised, where the incentive has not been made clear in the review), we will take action to remove the review and, where we can do so, to block it from further publication on our channels.
- If you identify any suspected fake reviews (or reviews that have been incentivised, where the incentive has not been made clear in the review), you can report this to us by contacting us twmarketingenquiries@rkh.co.uk
- We do not offer any payment or other incentives to customers to post reviews of us, our homes, developments, offers or services on third party owned review platforms.
- When we ask customers to provide a testimonial for use in our marketing, we will provide them with a voucher to thank them for their time. To distinguish this content from other forms of review, we will ensure that this content is labelled or clearly presented as advertising, on our channels, and disclose that a voucher has been provided.
Reviews on third party platforms
- You may find reviews of our homes on third party platforms such as Trustpilot. We do not control these third party platforms – you should consult the review policy published on the relevant third party platform to learn more about how they manage reviews and about their policies on fake and incentivised reviews.
- When we re-publish reviews from third party platforms, we ensure that those reviews are not publicly flagged as suspicious. When we publish more than one review taken from a third party platform together, we will always also publish our overall rating on that platform.
- We prohibit our employees from posting reviews of our homes, developments, offers and services on third party platforms.
Testimonials
- We use testimonials from happy customers as part of our advertising of our business and our homes, developments, offers and services. We may find these customers through their interactions with our sales team, through what they say on social media, or through third party review platforms such as Trustpilot.
- Our testimonials feature genuine customers telling real stories about their experiences with us. We do not permit our employees, or people with a connection to our business, to offer testimonials on our platforms.
- Once we have identified a customer to provide a testimonial, we will contact them and work with them to create content for use in our marketing. This could be video or written content for use in any media (website or email news stories, press releases, social media content, on-site signage etc.). We choose a selection of testimonials for publication as part of our marketing campaigns – we do not necessarily publish all the materials that we or our customers create. We provide a voucher to certain customers who we work with on testimonials, in recognition of the time it takes to create this content (whether or not we ultimately use their content).
- So that you know that testimonials are part of our advertising, and can differentiate them from other forms of review, we ensure, through context and/or labelling that the testimonial is clearly presented as advertising content. We also disclose that the testimonial has been incentivised.
- We ask that the customers we work with on testimonials give their genuine thoughts. However, their story is individual to them and you should not assume that their experience is representative of other customers or the body of other forms of review (e.g. on third party platforms, such as Trustpilot). If you would like to see our broader ratings and a fuller body of review information, then please visit our Trustpilot page https://uk.trustpilot.com/review/www.taylorwimpey.co.uk
Brand advocates
- We also work with brand advocates – these are customers who post about their move and home on social media. We work with them to create content, which they then post (and we may also post this content on our channels).
- We always ask our brand advocates to ensure that any content they post about us is prominently and clearly disclosed as advertising content, e.g. by labelling their content as '#Ad' or with a similar label.
• We ask that our brand advocates give their genuine thoughts. However, their story is individual to them and you should not assume that their experience is representative of other customers or the body of other forms of review (e.g. on third party platforms, such as Trustpilot). If you would like to see our broader ratings and a fuller body of review information, then please visit our Trustpilot page https://uk.trustpilot.com/review/www.taylorwimpey.co.uk
We welcome your thoughts. You can tell us about your experiences (positive or negative) at any time by:
- speaking to your sales executive;
- posting on our social media;contacting us directly at twmarketingenquiries@rkh.co.uk; and/or
- posting on third party review sites – e.g. Trustpilot, Google
- is not false, inaccurate or misleading - your ratings and reviews of Taylor Wimpey should be based on your genuine experiences;
- makes apparent (prominently, within your review) any incentive you may have received in relation to the review (including any payment, voucher or other gift or incentive);
- has not been copied from anyone else and does not infringe any third party rights (including without limitation copyright, rights in trade mark, moral rights, rights of privacy/publicity or any other intellectual property rights);
- does not violate any law, is not likely to be considered offensive, and (without limitation) is not threatening, libellous, or racially or religiously biased;
- does not depict illegal drugs, tobacco, firearms/weapons, or any activities that may appear unsafe or dangerous or illegal and is not sexually explicit;
- does not include the personal information of anyone else;
- does not contain any computer viruses, worms, or other potentially damaging computer programs or files; and
- is not otherwise in breach of this policy or the rules of any platform on which you post the review.
- everything you say or write in your review is accurate and your honest opinion and relates to your own personal experience of Taylor Wimpey or our homes, developments, offers and services (and not the experiences of people other than you and your household);
- you have not concealed any incentive you may have received in connection with your review (reviews with concealed incentives are prohibited);
- you are the sole author of and are personally responsible for any rating or review you submit and you own any copyright or other intellectual property rights that relate to it; and
- all 'moral rights' that you may have in the content (as the author of the content and including any right to be named as author or to object to editing) have been voluntarily waived by you. Please note, however, that we will not edit or present your review in a way which would make it misleading.
If we do use your review and you want to ask us to stop using it or if your feelings have changed, please contact us by emailing twmarketingenquiries@rkh.co.uk
Reviews and complaints
We will not:
- try to persuade customers to submit a complaint, rather than leave a review for publication;
- try to dissuade customers from leaving a review of their experience even if their initial problem has been resolved through our complaints process; or
- ask any owner of a third party review platform to treat a negative review intended for publication as a complaint and not publish it.
General
We reserve the right to amend this policy at any time, so please check back here from time to time.