Customer Service Guide
At Hurstwood Homes, our commitment to our customers goes beyond simply building houses. Our mission is to ensure that every step of your homebuying journey is a positive and memorable experience. This Customer Service Charter outlines how we care for our buyers throughout the homebuying process and beyond.
Our Commitment to You
Transparent Communication
Information and Updates: We provide clear, accurate, and timely information about our homes, developments, and the homebuying process.
Open Channels: Our customer service team is available through various channels—phone, email, and in-person—to answer any questions and provide support.
Regular Updates: We keep you informed at every stage of your home’s construction and purchase, ensuring you are always aware of progress and key milestones. In the event of a delay, you will be informed immediately and without prejudice.
Quality Assurance
Warranty: We offer a comprehensive NHBC 10-year warranty on all our homes, giving you peace of mind that your investment is protected.
High Standards: We adhere to the highest standards of quality in construction, ensuring that every home is built to last. You can learn more about the specification of our homes here.
Inspections: Our homes undergo rigorous inspections at multiple stages to ensure they meet our strict quality criteria, including regular snagging walks to ensure that we notice issues before you move in.
Personalised Service
Tailored Experience: We recognise that every buyer is unique. Our team works closely with you to understand your needs and preferences, providing a personalised homebuying experience.
Guidance and Support: From selecting your ideal home to navigating every step of the new build purchase, our knowledgeable staff are here to guide you through each step of the process.
After-Sales Care: Our commitment doesn’t end at completion. We provide continued support to ensure you settle in comfortably and address any post-move-in concerns. You can read more about After Care here.
Ethical Practices
Transparency in Pricing: We maintain honesty and transparency in all financial dealings, ensuring no hidden costs or surprises.
Respect and Integrity: We treat all customers with respect, fairness, and integrity to preserve a trustworthy and ethical relationship.
The Homebuying Journey with Hurstwood Homes
Pre-Purchase
1. Consultation: Initial consultation call to understand your needs and preferences.
2. Site Visits: Guided tours of our developments and show homes.
3. Detailed Information: Providing detailed information about home designs, specifications, pricing, and available incentives.
Purchase Process
Reservation: Your reservation fee holds your property for you for an agreed amount of time. Upon completion, the reservation fee is included in your final purchase price.
Transparent Documentation: Ensuring all contracts and documents are clear and comprehensible.
Choosing your Options: Providing full and transparent information about all custom and personal options available
Step-by-Step Guidance: Support through every step of the purchase process, including signposting you to resources and organisations that can best support your needs
Post-Purchase
Welcome Orientation: A comprehensive orientation to your new home, including an introduction to its features and systems. You will also receive a personalised Welcome Guide
Snagging: We recommend that you appoint an independent snagger to thoroughly inspect your home upon completion. Should any issues be identified, we will work closely with you to ensure they are promptly and effectively resolved.
Ongoing Communication: Regular follow-ups to ensure your satisfaction and address any concerns, including snagging.
Long-Term Care
Warranty Services: Your home is covered by NHBC 10-year Warranty. Information about your warranty is available in your Welcome Guide
Home Maintenance Advice: Your personalised Welcome Guide will provide tips and resources for maintaining your home, including key contact information and technical guides.
Feedback and Improvement
Customer Feedback: We actively seek and value your feedback to continually improve our services. Feedback and testimonials can be sent to info@tableyhomes.co.uk.
Complaint Resolution: We have a dedicated process to address and resolve any complaints quickly and effectively. For further information, please read the After Care Guide.
Continuous Improvement: We are committed to regularly reviewing and enhancing our customer service practices.
Referral Schemes: From time to time, Hurstwood Homes will run referral schemes for homebuyers who have completed a purchase with us. Terms & Conditions will be published separately. To ensure you are registered to find out about these, please email us at info@tableyhomes.co.uk
Check Ins: After completion, we will check in on Day 7, and after Month 1, Month 6 and Month 12. While the site is in build, we will also ensure that you receive development updates.
Contact Us
We are always here to help. Whether you are just starting your homebuying journey or have been a part of the Hurstwood Homes family for years, your satisfaction is our priority.
Phone number: 0161 220 1999
Email: info@tableyhomes.co.uk
