Customer Charter

This is our customer charter. It sets out our commitments to provide you with service,
procedures and information at appropriate stages during your purchase.

1. We will display the Consumer Code for Home Builders and give you a copy,without charge, if you ask for one. We will automatically give you a copy of the Consumer Code if you reserve a property.
We will also inform you where further guidance is available and how you can get this.

2. We will work to set procedures to meet the commitments stated within the accompanying guidance information for the Code.

3. We will train our staff to understand their responsibilities in our dealings with you and what the Consumer Code for Home Builders means for the company, its directors and staff.

4. We will ensure all sales and advertising material or activities are clear and truthful.

5. We will give you the detailed pre-purchase information you need to make an informed decision about buying the property.

In all cases this information will include:
• a written Reservation agreement;
• an explanation of the Home Warranty cover;
• a description of any management services and organisations to which you will
be committed and an estimate of their cost.

Also, if the home you are purchasing is not yet completed, we will provide you with:
• a brochure or plan reliably showing the layout, appearance and plot position ofthe home;
• a list of the home’s contents;
• the standards to which the home is being built.

We will let you know:
• who to contact at every stage of your purchase;
• how we will deal with your questions;
• any relevant choices and options you can consider.

6. We will give you reliable and accurate information about the insurance-backed warranty provided on the home and any other guarantees or warranties from which you may benefit.

7. We will give you advice on the health and safety precautions you should take when visiting or living on a development under construction.

8. We will seek to ensure that you appoint your own professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.

9. We will give you a written Reservation agreement that sets out clearly the terms of the Reservation, including:
• the amount of the Reservation fee;
• what is being sold;
• the purchase price;
• how and when the Reservation agreement will end;
• how long the price remains valid;
• the estimated cost and nature of any management services the Home Buyer must pay for.

We will reimburse your Reservation fee if the Reservation is cancelled and explain in advance any deductions that may be made. While the Reservation agreement is in force, we will not enter into a new
Reservation agreement or sale agreement with another customer on the same home.

10. Our legal documents, missive, terms and conditions will be:
• clear and fair;
• comply with the Unfair Terms in Consumer Contracts Regulations 1999;
• clearly state your contract termination rights

11. We will give you reliable and realistic information about when construction of the home may be finished, the required date for exchange of Missive, conclusion of the Missive and the anticipated date of entry. Certainty of information on the anticipated date of entry will increase as the home nears completion.

12. We will tell you about your rights to terminate the contract, together with the timeframes that will apply.

13. We will explain how we protect your deposit and how we deal with any other prepayments you may make.

14. We will provide full details of the agreement reached with you to purchase the home for your professional legal advisor or mortgage lender if requested to do so.

15. We will provide you with an accessible after-sales service, and explain what the service includes, who to contact together with what other guarantees and warranties apply to the Home.

16. We will advise you about the health and safety precautions you should take when living on a development where building work continues.

17. We will ensure the functions and facilities of the property are demonstrated to you.

18. We will advise you clearly in writing about our procedures for receiving, handling and resolving service calls and complaints. We will provide you with details of the low cost, speedy dispute resolution arrangements operated by an independent third party as part of the Consumer Code for Home Builders.

19. We will co-operate with appropriately qualified professional advisors you have appointed to help resolve disputes.

Our customer charter commitments do not affect your statutory rights.

Further information on the Consumer Code for Home Builders is available from www.consumercodeforhomebuilders.com.