OUR COMMITMENT TO OUR CUSTOMERS – CUSTOMER CHARTER

Belgrave Homes Ltd is a customer focused business which is committed to building and selling new homes of the highest quality; we aim to have a culture of excellence, continually striving to improve our service and delivery. We know that buying a new home is a significant financial and emotional investment for most people so our aim is to provide world-class service for all our customers and to make the process of buying a new home from us, as easy as possible.

As a Registered Member of the New Homes Quality Code, we comply with the requirements of the Code which has been established to ensure that best practice is followed by registered developers in respect of the marketing, selling and purchasing of new homes, and also sets expected standards for after sales customer care service. Details of the code can be found  at https://www.consumercodefornewhomes.com/the-code-for-you/homeowners/

This Customer Charter sets out our commitment to excellence. It provides a clear guide to the procedures we will follow and the information we will provide as you go through the home-buying process.

Before you decide to buy a new home from us, we will:

• Ensure all marketing and advertising is clear and truthful, and complies with all relevant codes of advertising and the law.
• Ensure our staff are fully trained in our high customer service standards and are knowledgable about the new home purchase process and the New Homes Quality Code
• Ensure you are safe when you visit any of our locations and explain any Health & Safety considerations to you
• Provide you with sufficient and suitable information so that you can make an informed decision about buying a New Home from us (this includes informing you about the Consumer Code for New Homes)

When you are buying a new home from us, we will:

• Provide you with detailed information about the new home when you decide to reserve a property with us
• Ensure that the reservation agreement clearly sets out fair terms and conditions
• Provide you with guidance regarding any choices and options available to you
• Provide you with a contract of sale which sets out clear, fair and compliant terms and conditions
• Give you clear information about your right to cancel at each stage of the process
• Explain the structural warranty we have arranged for your new home and what to do if you need to make a claim
• Provide you with regular updates on the construction progress of your new home, and when it will be ready.

When your new home is completed and ready for you to move in, we will:

• Show you round your new home before you move in so we can show you how everything works
• Provide you with a comprehensive Buyer Handover Pack (which will include suitable health & safety Information) so that you have everything you need to live in and maintain your property

Once you have moved into your New Home, we will:

• Ensure you and your family are kept safe from any construction activities which are still going on at the development
• Provide our after sales service to you for two years following completion of the sale of your new home
• Provide a clear system for reporting any defects and how we deal with any issues raised. Most problems can be resolved easily, but for the rare occasion it maybe needed, we will provide a complaints process to ensure you can report any issues you have which you feel we haven’t dealt with properly or if you haven’t received the service you should have.

 Demonstrating our commitment to the Consumer Code for New Homes, we will not:

• Use high-pressure sales techniques to pressure you into the purchase of a new home or to sell you any additional warranties or post-sale items
• Mislead you about any aspect of the new home specification, size or the dates it will be completed and handed over to you.

Our Customer Care Commitment

Our commitment to you doesn’t end when you move in. We expect your new home to be free from problems, but if any issues arise, we have clear guidelines covering after-sales care and emergency services. We will clearly explain these to you and ensure that you know who to contact if you have a problem.

In the first instance you should contact our after sales team who will do their best to resolve the problem.

General Service Delivery Standards

• Emergencies: we will arrange for someone to come and assess the situation as soon as possible and will keep you updated on progress, until the issue is resolved.
• For general maintenance issues which are easy to resolve, we expect to fix the problem within 10 working days or confirm in writing the actions being taken.
• If an issue is more complicated or likely to take longer to resolve, we will discuss the issue with you and regularly inform you of our progress.

Resolving Issues, you might have

If problems do arise, we are committed to resolving the situation to your satisfaction as quickly as possible. We will tell you about the procedures we use for dealing with issues and inform you about third parties or external services who may be able to offer help. If you choose to use professional advisors, we will co-operate fully with them and we will ask you to provide us with details of who you want to represent you, and their qualifications. This is to make sure you’re properly represented and getting the best advice.

In the unlikely event that we cannot resolve the situation, you can refer to our complaints procedure which can be found at the bottom of this page.

Your feedback is welcome

A customer charter is only worth anything if it works for our customers. In all our dealings with you, whenever we meet and whatever we do, you should experience our Customer Charter in action. If you think we could improve any aspect of our charter, then we hope you’ll let us know so we can put things right; it is our sincere aim to ensure any dealings you have with us are as enjoyable and stress-free as possible.

At every stage of the process, we will always work hard to communicate effectively with you and strive to deliver what we promise. If you have any feedback, comments, suggestions or views you wish to express please contact us at:

T: 01344 566420

E: aftersales@belgravehomes.com

Buying a new home is exciting but there is always so much information you need to know. Here are some of the answers to the most frequently asked questions. Please let us know if there is something else you would like to know.

1. What is included in the sales price of Belgrave Homes beautiful properties?
   We want to make your move as easy as possible so your new home will be equipped with many of the kitchen appliances you will find useful, an approved alarm system, flooring throughout the property and tiling in the areas identified in the property details. The front garden will also be attractively landscaped, and the rear garden will be turfed and enclosed by fencing. All this at no extra cost to yourself! The specific details will be available on a property specification sheet.
   You may be able to make choices on your flooring, tiles and the colour of the kitchen doors, from a selection provided by Belgrave Homes. However, this will be dependant of the construction stage at the time you reserve your new home.
   Depending on at which stage of the build, you reserve your new home, you may be able to make additional bespoke changes. These will be cosmetic changes with the details and costs confirmed in writing. Materials are ordered in advance of any works being undertaken so it is important to be sure of your choices. The cost is non-refundable once materials have been ordered or work commences.
2. Is there a warranty on your new homes?
   All our new homes are covered by a 10-year insurance backed warranty which gives our customers peace of mind when buying their new home.
3. How will I know that all snagging details will be dealt with by Belgrave Homes?
   At Belgrave homes, we pride ourselves on our standards and customer care. We do not rush the build process and check that our exacting standards are met, at every stage of the construction of your new home.
   All customers are invited to a pre-inspection handover prior to the completion of the sale of their new home. The site manager will have already checked the property for any snagging issues but the pre-inspection is a chance for customers to see their new home and agree any additional snagging issues that Belgrave Homes will undertake.
4. What happens if I identify an issue after I move into my new home?
   New buildings do need to settle, and small snagging issues can develop in the first few months. This is very normal, and these issues are easy to rectify. All our customers receive a Home User Guide which gives them details on how to maintain their property and the reporting process, should they identify a problem.
   Not only will Belgrave Homes deal with these issues, but we offer two years after sales care to all our customers. In the unlikely event that any problems relating to the construction of your new home develop, we will be there to resolve them.
5. Will there be any management, service, or other charges payable after I have purchased my new home?
   Management and service charges are only payable on communal services within a development.  We will be able to inform you of any applicable costs when you view one of our new homes.
6. How can I reserve one of your new homes?
   It is extremely easy to reserve one of our beautiful new homes. Once your offer has been accepted and all your funding details have been confirmed, you just need to complete the Belgrave Homes reservation form and pay a £2,000 reservation fee.
   You will need to have appointed your solicitor and, if needed, have gained a mortgage agreement in principle before completing the reservation fee, as you will need to be able to exchange contracts within 2 months of signing the reservation form.
7. What if I change my mind after I have paid my reservation fee?
   We understand that buying a home is a big commitment, so we offer all our customers a 14-day cooling off period. You can cancel the reservation at any time during these 14 days and we will refund your reservation deposit in full. After the initial 14 days, the conveyancing process will begin.
   You can still cancel your reservation up until contracts have exchanged but we will only be able to refund 50% of your reservation fee after the 14 day cooling off period. This is because we start to incur costs as soon as the conveyancing commences. You will also be responsible for your solicitor and other related costs.
8. Can I choose my own solicitor or financial advisor?
   We always recommend that a buyer seeks independent financial advice before committing to buying a new home. You will be able to appoint your own solicitor to undertake the conveyancing process, but we always advise that you check that you will be able to easily contact them, as and when you need to. If you do not have a financial advisor or solicitor, our estate agent maybe able to give you recommendations. They will be able to advise you of any tie in they have with these professional bodies.
9. Can I choose my own utility suppliers?
   You are free to choose your own suppliers once you are the legal owner of your new home. We will inform you of the current suppliers on handover day. We will read the meters and inform the suppliers to ensure they charge us for all costs up until you take ownership of the property. You can then remain with these suppliers or move to other ones.
10. What if I need any additional help during the sales process?
    Please let us know if you need any help understanding any aspects of the sales process  or any details about the new home you are interested in.  We are happy to provide literature in a different format or discuss and explain any details you are unsure about.  You are also welcome to bring another person with you, who can assist you at any stage of the sales process.
11. The New Homes Quality Code
    Customer care is very important to us and we are delighted that we will become a registered developer with the New Homes Quality Code (NHQC) from September 2024.
    The NHQC includes a broad range of quality standards from when a customer initially makes an enquiry, all the way through the sales process and for a further two years after occupation of the new home. Full details of the code can be found at https://www.nhqb.org.uk/homebuyers/how-to-make-a-complaint.html