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DWH staff, their sub-contractors, or both? Assuming both, I recall noting the following during our 3 years of exposure to their methodologies: 1. The entire business is geared around getting the sale, so if you have any ideas that customer service sits higher on the priority list than quarterly...

Inform them you're going to NHBC in X days if not resolved, then follow through if needed. Go as far you need to until it's dealt with to your satisfaction, and do not be surprised at all by how far you might have to push. They rely on you giving up or not bothering at all...

They'll fix snags if they think you aren't a mug and will give them a headache otherwise in my experience. Three DWH developments in my town, patently obvious the buying experience and quality of work varies from site to site...

Yes, our friends got the money some several weeks after we completed. I made doubly sure to pester DWH regardless so they couldn't get out of it or 'forget' somehow...

Tried an SAR with the same developer, they specifically refused to release plans on grounds of copyright.

Tend to find round our parts that they'll sell well if the local school(s) is good, otherwise not so much...

Was the window on the plans you signed off on? If yes, then they will put one in, just kick up a big stink. DWH did same thing with our 4-bed house and 3 others on the same development. We kicked off and they put the window into our en-suite about 2 weeks after completion. 3 days work.

DWH tried that dirty little trick with us. We had a Referral voucher we received from some friends who bought a DWH home, we reserved our property but forgot to hand in the voucher until one week later so DWH tried to claim it wasn't valid because it wasn't claimed at the same time we reserved...