Kirkwood Customer Charter
The Directors and Staff of Kirkwood Homes are committed to ensuring that our customers are guaranteed a superior standard of excellence in service, efficiency and professionalism throughout the entire purchasing experience. This will be further enhanced by owning a high quality product built to the Kirkwood Homes Customer Charter standard and NHBC standard.
- Our Customer Charter sets out our commitment to you and is displayed in our sales office and our website. Our Customer Charter is included within your Discover the Difference pack and is also available on request.
- We have procedures in place to ensure we meet our commitments to you as set out in our Customer Charter. We will provide you with your Discover the Difference pack and will also meet with you to explain the home buying process, the specification and the details of your new home. The Discover the Difference pack will give you information to guide you through the buying process as well as information to enable you to enjoy your property fully.
- Our Staff have been trained to understand our responsibilities and obligations to you to ensure we fulfil the commitments made to you within our Customer Charter. We will give you full contact details of our staff members who will be able to give you any assistance and help you may need during the buying process.
- Our marketing and advertising will be clear and helpful.
- We will provide detailed information in clear terms about the property we are selling prior to you making a binding commitment to purchase.
- You should choose and appoint your own solicitor to represent your interests and deal with the legal formalities of buying your home.
- We will provide you with a full explanation of how your deposit and any other pre-payments you may make to us are protected.
- The terms and conditions of our missives will be clear and fair.
- We will make your cancellation rights clear to you.
- We will give you reliable information about the timing of the construction, date of entry and handover of your new home. On the date of entry we will demonstrate the functions and facilities of your new home to you.
- We will advise of the Health and Safety precautions that we and you must take before visiting a development site, and if you are living on a development site where construction works are ongoing.
- We will give you information relating to the third party warranty provided with your home and any other guarantees and warranties from which you may benefit.
- Our Discover the Difference pack details the after sales and emergency services that we provide. It clearly details our responsibilities in accordance with the third party warranty providers requirements.
- We will advise you of our procedures for dealing with customer complaints including the availability of any services that can help resolve complaints including the Consumer Code Independent Resolution Scheme. We will always accept responsibility for warranty service requests where we may have failed to meet industry standards. Should there be a disagreement, we will always honour the independent findings of the arbitration service provided by the warranty body.
- We will always aim to be helpful, efficient and professional in our relationship with our customers. If for whatever reason you feel you have not been afforded the level of service to which we are committed, please do not hesitate to contact the undersigned.
Colin Crombie
Managing Director
The Consumer Code
The Consumer Code sets requirements that Home Builders who are registered with the supporting Home Warranty Bodies(NHBC and Premier Guarantee & LABC New Home Warranty) must meet for more information please visit the following link: http://www.consumercodeforhomebuilders.com/
