This is our customer charter. It sets out our committments to provide you with service, procedures and information at appropriate stages during your purchase and complies with the new Consumer Code for home builders.

1.  We will display our Customer Charter and give you a copy, without charge, if you ask for one.  We will automatically     give you a copy if you reserve a property.  We will also inform you where further guidance is available and how you can get this.

2.  We will work to set procedures to meet the committments we have stated within the guidance information on the Code.

3.  We will train our staff to understand their responsibilities in our dealings with you and what the Consumer Code for Home Builders means for the company, its directors and staff.

4.  We will ensure all sales and advertising material or activities are clear and truthful.

5.  We will give you the detailed pre-purchase information you need to make an informed decision about buying the property.

In all cases this information will include: 

• a written reservation agreement
• an explanation of the Home Warranty cover
• a description of any management services and organisations to which you will be committed and an estimate of their cost.  

Also, if the home you are purchasing is not yet completed, we will provide you with:

• a brochure or plan reliably showing the layout, appearance and plot position of the home
• a list of the home's contents
• the standards to which the home is being built

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 will give you reliable and accurate information about NHBC's Buildmark cover and any other guarantees and warranties from which you may benefit.

7.  We will give you advice on the health and safety precautions you should take when visiting or living beside a development under construction.

8.  We will 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.

9.  We will give you a written Reservation agreement that sets out clearly the terms of the Reservation, including:

• the amount of the Resevation fee
• what is being sold
• the purchase price
• how and when the Reservation agreement will end;
• how long the price remains valid;
• the estimated cost and nature of any management services the Home Buyer must pay for

We will reimburse your Reservation fee if the Reservation is cancelled and explain in advance any deductions that may be made.

While the Reservation agreement is in force, we will not enter into a new Reservation agreement or sale agreement with another customer on the same house.

10. Our missives, terms and conditions will be clear, truthful, clearly state your contract termination rights and comply with the Unfair Terms in Consumer Contracts Regulations 1999.

11. We will make clear to you your cancellation rights.

12. We will explain how we protect your deposits and how we deal with any other pre-payments.

13. We will give you reliable and realistic information about when construction of the home may be finished, the required date for exchange of Missive, conclusion of the Missive and the anticipated date of entry.  Certainty of information on the anticpated date of entry will increase as the home nears completion.

• the transfer of ownership takes place
• a familiarisation visit of your home and a demonstration of the appliances and fittings

14. We will inform you clearly about the after-sale and emergency services that we will provide after completion.  This will be provided in your move in information pack.

15. We will advise you clearly, in writing, about our procedure for receiving, handling and resolving service calls and complaints.  We will provide you with details of the low cost, speedy dispute resolution agreement operated as part of the Consumer Code For Home Builders.

16. We will co-operate with any appropriately qualified professional advisor you have appointed to help resolve disputes, ie, code dispute resoultion scheme.