Customer Care Charter

The Team at Vanderbilt Homes are committed to ensuring that our customers receive a highest quality of service and product and enjoy the experience of purchasing their new home.

We make the following commitment to our customers:

1.We will comply with all of the requirements of the Consumer Code for Home Builders and provide a copy of the code to all potential customers on our website and to all reserving customers with their reservation information.

2.We will provide you with detailed information about the property you are buying, prior to a purchase commitment (i.e. exchange of contracts).

3.A purchase manual will be given and explained to each customer after reservation, detailing the terms of their purchase and the process of buying a new home from Vanderbilt Homes.

4.We will clearly set out and discuss any optional extras which may be available to you prior to exchange of contracts.

5.We will keep you fully informed throughout the buying process by providing you information about the progress of construction and the timing of completion.

6.We will inform customers clearly about our Customer Services in the purchase manual and contact details for the Customer Services team in the handover pack. We will give clear guidance on the level of service to be expected in emergencies and for routine matters.

7.A Handover Meeting will be held on the day of legal completion (or at a time more convenient to the customer where required) between the customer and a Vanderbilt Homes representative.

8.A handover pack will be compiled and checked to include all manuals required for the property and will be provided on completion.

9.We will provide our customers with information about the NHBC 'Buildmark Warranty' prior to reservation and in the purchase manual. We will provide the NHBC 'Buildmark Warranty' health and safety advice to our customers in their handover pack, and the NHBC 'Buildmark Warranty' legal documentation to our customers' solicitors on legal completion.

10.We will always aim to be professional, efficient, businesslike and helpful.