Housebuilders are often responsible for managing the properties they construct and let's face it - mistakes can happen. If you were to move into a new home and find a fault with the windows, a certain fixture that isn't fitted properly or discover the heating doesn't work - you'd want to voice your annoyance.

While your company undoubtedly has a formal complaints structure in place, consumers in virtually every field are increasingly opting to abandon these routes in favour of venting their frustrations on online channels like social media.

So what can housebuilders learn about handling online complaints from the failures and successes of others both within their sector and beyond? In this article, we'll find out.