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Customer Charter

As an Alfred Homes new home buyer, you will benefit from a 10 year NHBC Buildmark Warranty. You also have our commitment to abide by the requirements of the Consumer Code for Home Builders, meaning that we are committed to providing home buyers with the highest standards of customer service. Alfred Homes’ Customer Charter sets out our commitments to delivering excellent customer service to you and ensuring your satisfaction during and after purchasing your new home. We will:

  • Issue you with a Reservation Manual once a Reservation Agreement has been signed by both parties, which contains a copy of this Customer Charter and a copy of the Consumer Code for Home Builders
  • Ensure the Consumer Code for Home Builders is always available for you to view. You can read this at www.consumercodeforhomebuilders.com and it is also displayed in our site offices along with details on how to access further guidance
  • Implement procedures to ensure that the standards and commitments set out in this customer charter are met consistently
  • Provide you with detailed, jargon-free, fair and reliable pre-contract information to ensure that you can make an informed decision before buying a property. This information will include a written Reservation Agreement, an explanation of the NHBC Buildmark Warranty and details of any management services and charges to which you will be committed and an estimate of their cost
  • Advise you to appoint your own professional legal advisor to carry out the legal formalities of purchasing your property and to ensure your interests are best represented
  • Ensure our staff or sales representatives have received training to efficiently deal with any queries you may have. This training encompasses details of the Code, the responsibilities staff have to Home Buyers, and what the Customer Charter means to Alfred Homes and its directors
  • Ensure the sales process, advertising and any marketing materials are clear, truthful and fair
  • Advise you who to contact at every stage of your purchase and how we will deal with your queries
  • Advise you of any choices of finishing touches that are available
  • If your property is still under construction, we will also provide you with a brochure or plan reliably showing the layout, appearance and plot position of the property, a list of the property’s contents and details of the standards to which the property is built
  • Fully inform you of the health and safety precautions to undertake when visiting a site under construction or living on a site where building work is ongoing
  • Provide you with a Reservation Agreement which clearly sets out terms of Reservation as stipulated in the Consumer Code for Home Builders
  • Explain how your contract deposits and any other payments are protected and dealt with
  • Clearly make you aware of your cancellation rights
  • Provide reliable and regular updates about the build timings and estimated completion of the property. Once a completion date has been agreed we will ensure that transfer of ownership takes place and that all the features of your new home are demonstrated to you
  • Provide a comprehensive after sales service with details of what the service includes, who to contact and what guarantees apply to your home
  • Inform you of our complaints handling procedure and provide information of the dispute resolution services available in the event that you are not satisfied
  • Co-operate with appropriately qualified personal advisors you may appoint to help resolve disputes