Customer Charter

CB Homes Ltd's Customer Charter sets out our commitment to you, our customer, to provide Service, Procedures and Information at appropriate stages during the purchase and occupation of your new home.

It confirms that we have adopted the principles and good practice of the Consumer Code.

1	A hard copy of our Customer Charter will be automatically given to you when you reserve a property. Alternatively, please feel free to request one. Our Sales and Marketing Manager will give you further guidance and information if required.
2	We have Systems and Procedures in place to help ensure that we can give you the information and service to enable you to make a well-informed and enjoyable purchase and that you receive a good After-Sales Service. As the purchase proceeds, we will provide you with a flow of information to explain the purchase process and the details of your new home. On the day of hand-over, you will receive our comprehensive Home and Health and Safety Information Pack.
3	We will train our staff to understand their responsibilities in our dealings with you and what the Consumer Code means for you.
4	Our marketing and advertising will be clear and truthful. We will make sure all our marketing literature and advertisements comply with relevant laws and advertising codes
5	We will give you all the pre-contract information you need before you are expected to exchange contracts and we will write in plain language, without jargon, to help you make an informed decision about buying the property. We will provide you with the following information: Terms of sale, including price Details of the home, including land and communal areas, location, site layout, demarcation and boundary details Sketch layout plan with approximate room sizes Summary details of the type of construction of the house Fixtures and fittings to be included The type of heating system and number of radiators or outlets Kitchen and bathroom layouts Summary of external works and materials Details of items that may not be finished before you buy the property, if applicable Details of any costs or charges each year, where known, for which you will be responsible, if applicable
6	Our Sales and Marketing Manager, Mrs Claudia Wild, is responsible for dealing with any questions you may have at any stage during and following the purchase of your new home. She can be contacted through our office on 01829 760 066
7	We will give you reliable information about NHBC Buildmark Cover and any other guarantees and warranties applicable. Your new home will benefit form the 10 year NHBC Buildmark Cover. This is included as part of the purchase price of the property. Before date of entry, NHBC Buildmark Cover provides protection in the unlikely event that CB Homes Ltd becomes insolvent. CB Homes Ltd, as an NHBC registered builder, will comply with its obligations in accordance with the NHBC rules, regulations and standards. In the first 2 years after completion CB Homes Ltd will endeavour to repair defects accordingly. Over the following 8 years NHBC Buildmark provides cover against the cost (subject to the minimum claim values and limitations shown in the policy document) of putting right any significant damage to the load-bearing structure and certain parts of the home, that first appeared during this period. NHBC Buildmark does NOT cover wear and tear of lack of maintenance. You will find details of the cover in your own NHBC Buildmark document, which you will receive from us through your solicitor.
8	Building sites are dangerous and defined in law as "workplaces". We are legally responsible for the site where work takes place and must not, by law, allow access to the public. However, we understand that you may wish to visit to see your home while we are building it. For your own safety, visitors to any of our sites must be accompanied by a member of staff at all times. When you make your appointment with us, we will let you know about the Health and Safety precautions that you and we must take before and during your visit. Health and Safety considerations continue to apply when you are living on a development where construction work is continuing. We will give you health and safety advice to reduce, as far as possible, the risk of danger on an active construction site during the use of your home.
9	We will seek to ensure that you appoint a professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.
10	Once you have decided to buy a property, we will give you a Reservation Agreement that clearly sets out the terms of the purchase.
11	The Contract of Sale, terms and conditions that we enter into with you will be clear and fair. Your solicitor should make clear to you any applicable cancellation rights. Handover shall take place once the sale has been legally completed and all money is paid to us. To avoid any delay and disappointment, please ensure that your solicitor and mortgage provider/lender is fully aware of your timetable and arrangements.
12	We will strive to give you reliable information about the timing of construction, legal completion and handover of the property. Once a completion date is set, we will ensure that the transfer of ownership takes place; and that the functions and facilities of the property are demonstrated to you.
13	We will give you clear and accurate information in the contract-of-sale. If you have paid a reservation fee, this will be returned within 14 days, but we may have to make deductions to pay for expenses.
14	We will explain how we protect your contract deposit and how we deal with any other pre-payments. If we receive other pre-payments from you, we will tell you how we will deal with them.
15	We hope there will be no problems after you have moved in to your new home, but our commitment to you continues after the sale has been completed. Our Sales and Marketing Manager, Claudia Wild will remain your point of contact, after Handover and date of entry, to report after-sales and snagging issues. We will repair defects in your home under the terms of NHBC 's Buildmark cover. However, we are not responsible for problems caused by wear and tear, decorating and routine maintenance. You are responsible for these items. For emergency issues contact our offices on 01829 760 066. By emergency we mean a problem that is, or seems to be an immediate danger to your property or to health, safety or security. This does not include: Anything caused by failing to follow operating instructions or taking of reasonable precautions Fair wear and tear Events such as storm damage that are outside the house builder's control and normally covered by household insurance Our Handover Manual gives details for emergency procedures.
16	If you are dissatisfied with any part of the service you have received from us under our Charter, please write to our Director, Colin Booth, CB Homes Ltd, Hill Top Lodge, Park Road, Oulton nr Tarporley, Cheshire CW6 9BH.
17	We will co-operate with your appropriately qualified professional advisors to sort out disputes. You will need to write to us stating who you want to represent you; and giving details of his/her qualifications.