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Customer service promise

Customer service promise

We put customers at the heart of everything we do. Whether we’re helping you get a foot on the property ladder or to settle into your new home, we aim to provide a first class service every step of the way. Our vision is to provide every customer with consistent and personalised high-quality services no matter where they live.

Buying a home is one of the most important financial decisions you’re ever likely to make. We understand that and aim to provide you with a quality new home as well as make the buying process as simple as possible for you - all backed up by a good customer service.

Our promise to you when you buy a home

 Our ten point promise below sets out the help we will provide throughout your move and after you have moved in.

We will:

  1. Provide a quality home constructed to the highest standards.
  2. Ensure our terms and conditions of sale including the price is clearly explained.
  3. Provide detailed information about your new home, the sales process and our customer service.
  4. Provide a Buying Guide and Home User Guide to help you through the different stages of buying a new home, plus how to operate and maintain it once you have moved in.
  5. Provide regular updates about the progress of construction, legal completion and occupation dates.
  6. Provide a demonstration of your new home’s many features, and an explanation of our customer care procedures, before you move in.
  7. Provide all of our customers with Health and Safety advice to minimise the risk of danger when visiting the development.
  8. Explain any manufacturers’ warranties, Network Homes’ service promise and ten-year build warranty applicable to your new home.
  9. Provide a helpful and efficient aftercare service which will help support you with any defect reporting and rectification works picked up in the building within the first year.
  10. Send you a ‘Satisfaction Survey’ so you can tell us how we are performing and contact details if you feel you have not received the service you should have.