Customer Service Charter
What you can expect from us:
We endeavour to ensure all our marketing and advertising is accurate, and use fair terms and conditions in our sales contract.
We will have provided you with detailed information about the property you've purchased and, where possible, guided you through the options and choices available.
We will have kept you up-to-date with planning and building progression and made you aware of any delays.
We will carry out guided tours on set dates and provide 'health and safety' guidelines.
We provide you with a dedicated Customer Care Team, covering all areas of the aftersales service.
We provide a 24/7 telephone service.
On the day of completion, we will meet to hand over your keys, show you how everything works and agree on any snagging. You will be provided with a Property Information Pack, which contains manuals and warranties, troubleshooting guidelines and other contact information.
We will carry out a post-sale visit to ensure you're happy and to answer any questions you may have. We will register your home under the Build-Zone warranty scheme - further information can be found in your Property Information Pack.
We will operate an online portal, which you can use to view all your documents in one place, submit an enquiry or report a repair. Further information can be found in your Property Information Pack.
We are open to feedback and provide a formal complaints process. Please refer to the 'Complaints Procedure' in your Property Information Pack.
After the initial warranty period, we still welcome you to contact us with any concerns or queries, and we will try our best to help.