Our customer service charter

Buying a home is one of the most important financial decisions you are ever likely to make. 

Sales executive handing keys to purchasers

We understand and aim to provide you with a quality new home as well as making the buying process as simple as possible for you – all backed up by a good customer service.

Our Customer Service Charter sets out the help we will provide to you throughout your moving process and after you have moved in. We will:

  1. Strive to ensure all our marketing and advertising is clear and truthful, and use clear and fair terms and conditions in our sale contract.
  2. Give you detailed information about the home you are buying and guidance regarding the choices and options available to you.
  3. Give you your own files showing you all the steps involved in buying a new home, moving in, maintaining your new home, details of warranties and guarantees and our after sales service.
  4. Invite you to meet the Site Manager who is responsible for building your home, so you can ask whatever questions you may have.
  5. Provide you with regular updates on the construction progress of your home, and when it will be ready.
  6. Invite you to visit your new home before you move in so we can show you how everything works.
  7. Tell you about our 2 year Taylor Wimpey Warranty, along with the NHBC 10 year Warranty.
  8. Ensure you receive Health and Safety advice when visiting a development, and when you have moved in.
  9. Be in touch shortly after you have moved in to check you are settling in ok. Thereafter, a couple of weeks after you have moved in, we will arrange to visit you, at a time that is convenient for you. This will be an opportunity for you to raise any questions, concerns or issues in relation to your new home. We will then check with you again a month or so later, just to make sure everything is ok and you are settled in; and we will stay in touch whilst you make your home your own.
  10.  Provide an after sales service including a formal complaints process if you feel you haven’t received the service you should have.

Our Customer Service Charter complies with the requirements of the 2017 Consumer Code (further details available at www.consumercodeforhomebuilders.com)