Customer Care

Our Customer Charter is our promise to you

We’re a business that stands by its word. And this Charter sets out our commitment to you during the purchase of your new home and the period that follows. Your happiness is our ultimate goal. To that end we want the every step of buying from us, and your future years in your home, to be a memorable experience.

We believe in being open. You’re making a big purchase and it’s important to us that you feel completely at ease. For starters, we work hard to make sure that all the information in our marketing and advertising material is accurate and paints a true picture of your new life.

Of course, you’ll no doubt have some questions. Whether they’re about the area or you want to know more about the construction timings, or how we protect your reservation fee, our Sales Team will be on hand to help.

They’ll also give you all the relevant pre-contract information you need before you exchange contracts. So you can do so in complete peace of mind. This information will include:-

  • A written reservation agreement
  • An explanation of your 10-year Warranty cover
  • A description of any management services and an estimated cost
  • A specification list
  • A brochure or plan showing the layout, appearance and plot position of your new home.

You’ll of course need to appoint a solicitor or licenced conveyancer to represent your interests and deal with the legalities of purchasing your new home. Our Sales Team will work with them to deal with any enquiries as quickly as possible.

Health & Safety

Safety always comes first. So if you visit one of our sites during construction or move in while works are still on-going, we’ll make sure you know what precautions you need to take. Depending on the extent of works, it may be we provide you with a Moving in Guide which sets out where and how we will work, any future phases and any temporary access arrangements into the building and car park.

Warranty

Your new home will benefit from a 10-year Warranty, with the first two years of your Warranty are provided by us directly. All the ins and outs of the cover you’ll enjoy will be explained during your Home Demonstration. It’ll also be fully documented in the materials that the Warranty provider will send directly to you after your legal completion, so you have a copy on file.

Complaints & Disputes

We want you to be happy. Nothing less is good enough. So if you feel at any time, we haven’t lived up to our Charter, let us know. We will always aim to resolve any issues before they get to complaint stage, but if you wish to make a formal complaint. You can do this by phone or email:

If you feel that we haven’t dealt with your compliant to your satisfaction, you do have the option to approach your Warranty provider who offer a resolution/conciliation service. Alternatively, you may refer your dispute to the Independent Dispute Resolution Scheme provided by the Consumer Code for Home Builders.