Customer charter

Our commitments to you

We promise our customers the following:

1. We work to set procedures to meet the commitments we have stated in our customer charter.

2. We train our staff to understand their responsibilities in our dealings with you and what the customer charter means for you.

3. We give you the detailed pre-contract information you need to make an informed decision about buying the property.

4. We seek to ensure that you appoint your own professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.

5. We will let you know:

• Who to contact at every stage of your purchase;
• How we will deal with your questions; and
• Any relevant choices and options you can consider.

6. We give you 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.

7. Our marketing and advertising is clear and truthful.

8. Our contract-of-sale terms and conditions are clear and fair.

9. We make clear to you your cancellation rights.

10. We give you reliable information about NHBC’s Buildmark cover and other guarantees and warranties from which you may benefit.

11. We explain how we protect your deposit and how we deal with any other pre-payments.

12. We give you reliable information about the timing of construction, legal completion and handover of the property.

13. Once a completion date is set we ensure that:

• The transfer of ownership takes place; and
• The function and facilities of the property are demonstrated to you.

14. We inform you clearly about the customer care and emergency cover that we will provide for a certain period after completion.

15. We tell you about our procedures for dealing with customer complaints, including the availability of any services that can help resolve complaints about warranties.

16. We co-operate with appropriately qualified professional advisers you may have appointed.

17. We also support and comply with the Consumer Code for Home Builders.  The purpose of the Code is to ensure you are treated fairly, you know what service levels to expect, you are given reliable information and know how to access a low-cost dispute resolution service if you are dissatisfied.  A copy of the Code is available at any of our Sales Offices, alternatively visit www.consumercodeforhomebuilders.co.uk

Our customer charter commitments do not affect your statutory rights.