Our customers are at the heart of our business
Our commitment to you as our customer is to provide you with a good service and all the relevant information you may need at the appropriate stage before, during and after your purchase one of our homes. The following customer charter details what you can expect from us. And once again thank you for your purchase.
If you have any queries or need to speak to us about your purchase please contact: 01778 391550 or firstname.lastname@example.org
The charter is our promise to you, as a home buyer as to what you can expect with regards to the level of service and commitment from us to you.
At the point you have made your decision to buy your new home, you will complete a pre reservation form detailing information in relation to the chosen home. You will complete the checklist and the reservation agreement, setting out the key terms and conditions of the purchase including the price, reservation period and other important information relating to your new home.
Meet the builder
When you reserve your new home, an appointment will be made by the sales executive for you to meet your dedicated experienced site manager. This will give you the opportunity to watch your home progress, review timings and plans and to raise any questions you may have in relation to your home.
Points of contact
We will also provide you with a main point of contact during the whole home buying process. This member of staff will assist you with any information you may need during your reservation, your moving in experience and beyond. Our sales team are fully trained and can guide you through the process of buying your new home, assisting you through the experience and answering any questions you may have in relation to your chosen home.
We will discuss at the point of your pre-reservation/reservation agreement what specification has been chosen. The offered specifications are dependent on the local area, so this can vary on the locality of the development. You will have the opportunity to make some choices to personalise some elements of your new home, depending on the build stage of your selected home. You may wish to enhance your home from our range of “JUST FOR YOU” and our sales executive will be on hand to discuss this with you.
Estimated build completion
When you sign the reservation agreement, we will provide an estimated completion date for the purchase of your home. We will then provide regular updates on construction progress. However, one thing to be aware of is that the building industry is subject to the very changeable weather which can affect progress of the construction of your home. Also, there may be occasions when events occur which we had not foreseen and are totally out of our control despite our best efforts to take everything into account. Should you be affected by a delay, rest assured you will be informed of a revised completion date if this is required.
Health & Safety
We provide health and safety advice to reduce as far as possible the risks of being on the development while construction is taking place. We welcome you to take up the opportunity of visiting your new home whilst it is under construction. However, building sites are dangerous places therefore access is at complete discretion of the appointed experienced site manager and must be strictly by appointment only. You will need to wear the appropriate protective clothing and be escorted by a Larkfleet / Allison Homes trained member of the team during construction. Anyone not escorted by one of our representatives will be at their own risk and we cannot be held responsible.
Health and safety during occupation
During this period, we will try and ensure as far as we are able that any further construction work on the site is carried out in such a manner so that it causes as little inconvenience to you as we can. Once you move into your new home, we will supply you with your homeowner handover documentation providing advice on the safety rules on how to keep you and your family safe during this time.
Pre- plaster inspection
Prior to moving in you will be invited by the sales executive to attend a pre-plaster inspection with your site manager, who will provide you with a guided tour of your new home. This is a chance to see the chosen house type design, the positioning of plumbing and electrical positions and to finally confirm the “just for you” that you have already ordered for your home.
New Home Demonstration
You will be invited to attend your new home demonstration prior to you taking occupation of your new home. This is a guided tour to help you become familiar with your home including where everything is located, dealing with operational aspects, other various features and ensuring that you are happy with your home. It is important that you attend your new home demonstration as from our experience many customers find it invaluable in getting to know their new home.
Quality Assured and Warranty information
Your home will be built in accordance with the relevant planning permission, building regulations and industry standards. In addition, your home will be inspected during the construction phases and on completion day you will be provided with a quality assured certificate. Your home will also be covered by a 10-year warranty provided by either NHBC/LABC or equivalent. Details of this will be supplied on a memory stick following completion.
Congratulations you have completed on your new home and our commitment continues…
Within a few days of you legally completing the purchase of your new home you will be contacted by a member of our team, to ensure all is well. We will then make an appointment to review how you are settling into your new home. We call this the “14 Day Settling In” review.
14 Day Settling In Review
Occasionally things may not be quite right and some items may need clarification when you move into your new home.
The aim of the “14 Day Settling In” review is to discuss your new home, obtain feedback from you on the process and to agree with you any items that may need sorting out. We will then co-ordinate with you as to when these works will be carried out. After the initial 14-day review and you have agreed that any required works have been completed you will be passed over to our dedicated after care service team who are there to deal with any warranty aspects for a two-year period after your purchase.
In the first instance if you need to raise an issue you should email email@example.com detailing the matter. The after-care service team will contact you to discuss the situation. However, if the matter is an emergency there is a dedicated telephone number provided in your handover pack.
12-month courtesy call
On the 1st anniversary of owning your home, our dedicated team will make contact with you to ensure that you are enjoying your new home and that any on-going issues outstanding are being dealt with efficiently.
Complaints Policy of Larkfleet Homes
Larkfleet Homes views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
- To make sure all complaints are investigated fairly and in a timely way.
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
- To gather information which helps us to improve what we do.
Definition of a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Larkfleet Homes.
Where complaints come from
Complaints may come from any person or organisation who has a legitimate interest.
A complaint can be received by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Larkfleet Homes.
This policy is reviewed regularly and updated as required.
Complaints procedure of Larkfleet Homes
Publicised contact details for complaints:
Complaints may be sent to Larkfleet Homes.
FAO Customer Service