Consumer Charter

This Customer Charter describes our commitment to providing you with a first-class service in every respect, which includes the procedures and information relevant to you at each stage of your purchase.

  • Procedures and systems are in place to meet all the commitments we have made in this Charter.
  • Our team is trained to understand their responsibilities to you, the customer, and to know exactly what the Charter means to you and us.
  • You’ll be provided with information to enable you to make an informed decision about buying the property.
  • Our Sales Consultants will be on hand to answer your questions.
  • There may be choices and options available to you when you buy and we will make sure you are aware of them.
  • Health & Safety advice will be provided to minimise the risk of danger, when visiting the development during construction and when living in your new home.
  • We aim to provide accurate and truthful information in all our marketing and advertising material.
  • Our contract-of-sale terms and conditions are fair and clearly set out.
  • You will also have our cancellation policy made clear to you.
  • Your purchase is covered by THE NHBC Buildmark Warranty and we will provide you with reliable information concerning this and any other guarantees and warranties from which you may benefit.
  • Your exchange deposit is protected and we’ll explain how. We also recommend that you appoint a professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.
  • Information about the timing, (our best estimate) of construction, legal completion and handover of the property will be provided. Once a completion date is confirmed we will offer you a demonstration of your new home.
  • Our after-sales and customer service procedures will be explained to you in detail.
  • There are procedures in place for dealing with customer complaints, including those concerning warranties, and we will cooperate fully with appropriately qualified professional advisers.

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