This is Spring developments Customer Charter which has been designed to fit in with our own high standards and those of the code. We commit providing the very best service to you throughout your journey from reserving your new home through to completion and after.
1.
We are committed to providing high levels of customer service and have adopted the
Consumer Code for Home Builders.
2. We commit to making the Code available to all buyers and prospective buyers in an appropriate format and so that they can take this away for consideration. Should the code be required in any other format we will do our best to provide this.
3. We will work to set procedures so we can reliably meet the commitments we have stated in our Customer Charter and will regularly train our staff to understand their responsibilities in our dealings with you.
4. We will make sure all our marketing and advertising is clear, truthful and accurate.
5. We will make the following pre-contract information available to enable you to make an informed decision about buying the property you have chosen.
- A written reservation agreement that clearly states the terms of your purchase as stipulated in the Consumer Code for Home Builders.
- An explanation of the home warranty
- A description of any management/service charges and an estimation of their cost
- Any extra fees you may incur such as administration/ cancellation fees.
6. If your home is not yet completed, we will give you reliable information including
- A brochure or plan illustrating the general layout, appearance and plot position of the home.
- A list of the home’s contents
- The standards to which the home is being built.
- When the construction may be finished.
- The date of legal completion and the date for handing over the home.
7. Where a solicitor or mortgage advisors’ recommendation is requested, we will offer more than one option.
8. We will let you know: who to contact at every stage of your purchase
9. We will provide health and safety advice to minimise the risk of danger when visiting the development whilst it is still under construction and also once you have moved into your new home (if construction is still under way). Please note: our properties are rarely offered to the public until they have been completed and passed our rigorous quality controls, however, if you are wanting to view a site during construction in the interest of health and safety please ensure that you make an appointment.
10. Our contract-of-sale terms and conditions will be
- Clear and fair.
- Comply with relevant legislation.
- Clearly state the contract termination rights.
11. We will explain how we protect your contract deposits, how we deal with any other pre-payments and about your right to terminate the contract.
12. We will Invite you to visit your new home before you move in so we can show you how everything work and will provide you with a buyer’s pack containing the following information
- Service standards and duration of the after sales period.
- Full contact details of our after-sales service.
- What to do in an emergency and who to contact.
- How to deal with repairs or issues that occur including details of how any works will be planned and undertaken.
- The location of meters and stopcocks with relevant serial / meter reference numbers.
- Operating manuals for all appliances & systems within the property.
- Details of what guarantees, and warranties apply to the home.
13. We will tell you about our procedures for dealing with customer complaints, including the availability of an independent dispute resolution service that can help resolve complaints about warranties.
14. We will co-operate with appropriately qualified appointed professional advisors to help resolve disputes, if they arise.
