Customer Charter

This is our customer charter. It sets out our commitment to provide you with service, procedures and information at appropriate stages during your purchase.

We strive to continue to improve the quality of our product & service to our customers. You will be provided with the opportunity, through an external research company, to measure our performance.

• We have procedures to meet commitments we have stated in our customer charter.
• We will train our staff to understand their responsibilities in our dealings with you and what the customer charter means for you.
• We will give you pre-contract information you need to make an informed decision about buying the property.
• We will let you know who to contact at every stage of your purchase.
• We will let you know how we will deal with your questions.
• We will let you know any relevant choices and options you can consider.
• We will provide health and safety advice to reduce, as far as possible, the risk of danger on the development site during construction and in the use of your home.
• Our marketing and advertising will be clear and truthful.
• Our contract-of-sale terms and conditions will be clear and fair.
• We will make clear to you our cancellation policy.
• We will give you reliable information about NHBC’s Buildmark cover and any other guarantees and warranties from which you may benefit.
• We will explain how we protect your exchange deposit. We will seek to ensure that you appoint a professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.
• We will give you reliable information about the timing of construction, legal completion and handover of the property. Once a completion date is set we will offer you a demonstration of your new home.
• We will inform you clearly about the extent of our after-sale and customer service procedures.
• We will tell you about our procedures for dealing with customer complaints, including how to resolve complaints about warranties and we will co-operate with appropriately qualified professional advisors.
• We will give you a copy of our customer charter if you ask for one. We will automatically give you a copy if you reserve a property.

Our customer charter commitments do not affect your statutory rights