Customer Charter
Beechcroft Developments is dedicated to providing its homebuyers with the highest standards of customer service. This customer charter sets out our commitment to delivering excellent customer service and ensuring your satisfaction during and after the purchase of your new Beechcroft home.
As a Beechcroft customer you will have the benefit of a 10-year structural warranty and resolution service provided by Premier Guarantee or NHBC. You also have our commitment to abide by the requirements of the Consumer Code for Home Builders.
The Beechcroft team promises to:
1. Provide you with a copy of this customer charter on request, along with a copy of the Consumer Code for Home Builders.
2. Automatically issue you with a copy of this customer charter, along with a copy of the Consumer Code for Home Builders as soon as your reservation form has been signed by you, our customer, and by your Beechcroft representative.
3. Ensure that the Consumer Code for Home Builders is always available for you to view on our website at www.beechcroft.co.uk. You can also view the code at www.consumercodeforhomebuilders.com. This address will be clearly displayed in Beechcroft’s sales offices along with details on how to access further guidance.
4. Implement procedures to ensure that the standards and commitments set out in this customer charter are met consistently.
5. Provide you with detailed pre-contract information to ensure that you can make an informed decision before buying your new Beechcroft home. This information will be jargon-free, fair and reliable and will include:
· A written reservation agreement
· An explanation of your Premier Guarantee/Premier Warranty or NHBC Cover
· A description of the management services and charges to which you will be committed and an estimate of their costs
We will advise you to appoint your own professional legal advisor to carry out the legal formalities relating to the purchase of your new home and to ensure that your best interests are represented.
6. Ensure all members of staff have received training to deal efficiently with any queries that you may have. This training covers the requirements of the Consumer Code For Home Builders, Beechcroft’s responsibilities to you, our customer, and also what Beechcroft’s customer charter means to the company and its directors.
7. Ensure that the sales process, advertising and any marketing materials are clear, truthful and fair.
8. Advise you of:
· Who to contact at every stage of your purchase
· How we will deal with your questions
· Any relevant choices and options you can consider
If your property is under construction, we will also provide you with:
· A brochure or plan showing the accurate layout, appearance and plot position of the property
· The specification or list of contents included in your new home – such as carpets or white goods, for example
· The standards to which the property is being built
9. Fully inform you of health and safety precautions which should be taken when you visit the construction site or when you are living on a site where the building work has not been completed.
10. Provide you with a reservation agreement clearly setting out the terms of reservation as stipulated in the Consumer Code for Home Builders.
11. Explain how your contract deposit monies are protected and how any other pre-payments are dealt with.
12. Make you aware of your cancellation rights.
13. Provide reliable information regarding the timing of construction and the date when the property will be complete. Once a legal completion date has been agreed we will ensure:
· Transfer of ownership from Beechcroft to you, our customer, takes place
· That we demonstrate how your property functions and provide advice on ‘running in’ the property
14. Provide an after sales service with details of what this service includes, the point of contact and the guarantees and warranties that apply to your new home.
15. Inform you in writing of our complaints handling procedure and provide information of the dispute resolution arrangements operated as part of the Consumer Code for Home Builders.
16. Co-operate with appropriately qualified personal advisors you appoint to help resolve any disputes.
