Buying a home is perhaps one of the most important life decisions you will make. Our commitment to our customers is simple; to provide you with a high-quality new home, make the buying process as clear and straight forward as possible, and to provide you with outstanding customer service at each stage of your customer journey with us.
Our Customer Charter sets out how we will deliver this, providing guidance to you throughout the buying process, and once you have moved in. As part of this commitment, we will:
- Ensure that all our marketing and advertising is clear and complies with the Consumer Protection Regulations.
- Supply appropriate levels of pre-contract information to enable you to make a suitably informed decision on the home you are buying.
- Explain the steps involved in buying a new home, moving in, and maintaining your new home.
- Advise the specification of your home, together with details of the surrounding development.
- Use clear and fair terms and conditions in our sale contract. Provide you with information on the Consumer Code Scheme, for which Lagan Homes England fully comply.
- Explain the terms of your reservation and when you should seek the services of any independent financial or legal adviser.
- Explain how your questions will be answered and who to contact during the sale, purchase, and transfer of your home.
- Provide you with regular updates on the construction progress of your home and a provisional estimate of when it will be ready.
- Ensure you receive Health and Safety advice when visiting a development and when you have moved in.
- Invite you to visit your new home before completion, so you have an opportunity to see your home nearly complete.
- Invite you to a demonstration meeting, so we can show the functional aspects of your new home including your heating system, kitchen appliances and the location of stopcocks, fuse box/consumer unit and meters etc, and provide guidance on running-in and maintaining your new home.
- Explain the Lagan Homes warranty for years 1 – 2 in conjunction with NHBC, will be covered against physical damage to your home resulting from a failure to meet NHBC construction standards.
- Explain the cover available under the NHBC Warranty for years 3 – 10, including supporting information.
- Carry out rigorous quality checks of your home before completion.
- Arrange for our Site Manager to visit you after you have moved in to make sure you have settled in and answer any questions you may have.
- Arrange for a full remedial inspection visit with you, during operational hours and at around 10 days post completion, to identify any areas of your home that may need remedial attention.
- Deliver a schedule of works we will complete to your home following remedial inspection.
- Provide you with details of our Customer Care process and how you can access this.
- Provide a prompt and courteous after sales service covering emergency, 24-hour and non-emergency service requests and the different ways to contact us.
- Acknowledge all written communications within 5-working days and provide a full and detailed response within 20-working days.
- Provide a copy of our complaints procedure and guidance on how to use this if we fail to meet your reasonable expectations within agreed timescales.
- Provide you with details of who to contact in the case of a dispute where we have been unable to successfully resolve your enquiry.
This Customer Charter applies to all homes sold in England by Lagan Homes.