Customer Charter

Customer Charter

Quality & Service – it’s all about the ‘Cotswold Homes' Difference'. We understand that moving home can be stressful and we’re here to make the journey smoother. As a smaller, family run business we take time to get to know our clients and assist at every stage of the process. We believe in clarity and communication and are committed to our Customer Charter and the Consumer Code for Home Builders.  

• We will provide you with information on our development before reservation.

• We will complete a Reservation Checklist with you.

• Our staff will be trained to answer any enquiries you raise and will provide you with contact details as required.

• Our sales staff will give you information on the home you have chosen.

• Our sales staff will outline our cancellation policy before reservation.

• Our sales staff will give you clear information to guide you through the buying process.

• Our sales staff will help you select your choices for your new home, subject to build stage.

• You will be informed of the Health and Safety procedure for the development and will be required to comply at all times.

• You will be kept informed of the progress of your sale; on the progress of the construction and the anticipated completion date of your new home. (Please refer to page 3.2 of the Consumer Code (https://consumercode.co.uk/).

• Prior to occupation you will be invited to view your home and given a Home Demonstration.

• On completion you will be provided with the guarantees and warranties for your home.

• We will provide you with information on our Customer Care procedure for after sales. Any emergency will be dealt with immediately

• Your new home benefits from a 10 Year NHBC warranty with the initial 2 years covered by Cotswold Homes. (www.nhbc.co.uk).

• Cotswold Homes is pleased to work within the guidance set out in the Consumer Code for Home Builders, a copy of which is retained in the sales office and given to you on reservation. Please visit (https://consumercode.co.uk/).

• On reservation we will provide you with details of who to contact if you believe we have not satisfactorily fulfilled our Charter Commitments.

• If your problem is not an emergency please write outlining your issues to us by e-mail on sales@cotswoldhomes.co.uk. Please ensure you include your full address and telephone number on all correspondence.