Customer Charter

We will give you a copy of our “Customer Charter” if you ask for one. We will automatically give you one if you reserve a property.

We have fully developed procedures in place to ensure that we meet our commitments to you as set out in this “Customer Charter”.

We will train our staff to understand their responsibilities in dealing with you and what the “Customer Charter” means to you.

We will provide detailed information which will clearly provide you with information about the development, internal and external specifications of the property that you intend to purchase, prior to you entering into a legally binding contract of
purchase.

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

We will communicate with you throughout the buying process to ensure that you are kept fully informed. All as detailed in our “Homebuyers Guide” which we will provide you with when you reserve your new home.

Our marketing will be clear and truthful.

The terms and conditions contained in our standard missives (“contract of sale” in England) will be clear, fair and your solicitor should provide you with formal legal advice on this
matter.

On reserving your new home, we will make clear to you your cancellation rights.

We will give you reliable information on the timing of construction, the date of entry (“legal completion” in England) and handover of the property at relevant stages during construction of your new home.

At the date of entry (“legal completion” in England) we will ensure that the formal transfer of ownership takes place and the functions and facilities of the property are shown to you.

We will give health and safety advice to reduce as far as possible the risk of danger on the development site during construction and the use of your home.

We will give you reliable information about Warranty providers’ cover and any other guarantees and warranties from which you may benefit.

We will inform you clearly about after sales and emergency services that we will provide for a certain period after completion.

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

We will co-operate with appropriately qualified professional advisors that you may appoint to help resolve disputes.