Customer Charter

1. Supply you with the New Homes Quality Code and follow the obligations it sets out.
2. Provide you with thorough information about the home you wish to reserve, buy, or have bought, as well as choices and other options available to you.
3. Update you regularly about the progress of the build, anticipated physical completion dates, and handover dates.
4. Inform you of the health and safety risks when visiting a development/construction site, and after moving into your new home.
5. Offer you an opportunity to have a pre-completion inspection of your new home by a qualified inspector (RICS or RPSA member).
6. Before you move in, give a demonstration of your new home’s features, and provide documentation about running in and maintenance.
7. In cases where the development is incomplete when you move in, provide a statement of all incomplete work and timescales for completion. This could be roads, open spaces, recreational areas and landscaping.
8. Offer an accessible and high quality after-sales service (including emergency contact details) for handling issues, enquiries and complaints. We aim to resolve warranty issues within one calendar month.
9. Provide you with advice on warranties from manufacturers.
10. Allow you the opportunity to give us feedback on our performance through satisfaction surveys.

Our After-Sales Service

Snags

For two-years after legal completion on your new home, we will provide you with a high-quality after-sales service. Sometimes small aesthetic issues or other problems (snags and defects) may only become apparent once a house has been lived in. If you identify any snags or defects within two years of completion, we have a responsibility to put them right.

Please report them to us as soon as possible and we will aim to resolve the issue within 30 days. We may have to arrange for someone to inspect the problem before confirming the next steps. In some cases it may take longer to resolve, for example if parts need ordering in, but we will keep you updated throughout the process and will provide an estimated resolution date.

Your point of contact at Wheatcroft Homes for any snagging or defect issues in your new home will be Catherine Haward. She can be contacted in the following ways:

Email: catherine.haward@wheatcrofthomes.co.uk

Tel: 0116 270 8554

Mobile: 07866 784474

We also provide a 10-year structural warranty on all our new homes. Conversions of existing buildings will also benefit from a warranty but there will be some exclusions. Further details regarding this will be provided to your solicitor.

If you are unhappy with the service you have received after reporting a snag or defect then you may wish to raise a formal complaint about the issue. Please follow this link to find information regarding our complaints procedure.

Maintenance

There are some things that are considered to be normal maintenance that you as the customer are responsible for, and should be part of routine home maintenance. This includes things such as annual boiler servicing, protecting garden fencing, painting external timber or render. Other advice on how to care for your new home is provided here or within the Home User Guide.

Helping your new home ‘settle’

During the construction process, building materials can absorb a lot of moisture, so during the first twelve months, your new home will need to ‘settle’ and dry out. This may result in hairline cracks in walls, gaps in joinery, and signs of mould in particularly poorly-ventilated areas.

While there is no complete way to prevent these issues, and they are not major concerns, you may wish to help reduce these problems by:

• Keeping your home at an even temperature throughout
• Leaving windows or vents open when possible
• Avoid drying clothes indoors
• Use extractor fans when cooking, showering, or bathing
• Avoid putting furniture too close to walls

Once your purchase has completed and we hand you the keys to your new home, you will be provided with more details of the After Sales Procedures, together with a Home User Guide containing maintenance information, user guides, and emergency procedures, including out of hours contact details. If there is an emergency issue that you are concerned could put someone’s health and safety seriously at risk, then please call: 07866 784474

If building work will continue on the development site after you have bought your new home, we will tell you about all health and safety precautions you must take while living there and the measures we have put in place to protect you. 

Resale

If you resell your new home, the after-sales service we provide will only apply to after-sales matters reported within two years of the completion date of the original purchase of the home. Future owners should get legal advice about this.

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