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Customer Charter
This is Cawrey Limited customer charter. It sets out our commitments to provide you with service, procedures and information at appropriate stages during the purchase of your new home.
A copy of our customer charter is available in our sales office on request or you may obtain a copy on our website enquiry@cawrey.co.uk
A printed copy will be provided if you reserve one of our properties.
We have developed procedures to help to ensure that we give you the information and service to enable you to make the choices required for your new home. We will keep you fully informed as the purchase proceeds. We can also meet you at various stages to discuss your requirements and the details of your new home.
Our office and sales staff are trained to deal with any questions you may have at any stage when buying the property and after hand-over. If you need to talk to us, please contact John Cawrey – Managing Director on 0116 239 0600 who will be pleased to help you.
We will give you the detailed information you need to make informed decisions about buying your new home. We advise you to choose and appoint your own financial advisor and a solicitor to represent you and deal with the legal process of buying the property including a mortgage preparation for exchange of contracts, legal completion, handover and occupation.
We will provide you with the name and contact details of our staff who will be responsible for helping you during the buying process. They will also deal with any questions and relevant choices/options available as the new home is completed.
For your own safety you must never enter our development site without prior arrangement. However, when it is safe to do so we will make arrangements to escort you round the site.
We endeavour to ensure that all our marketing literature and advertisements comply with relevant laws and advertising codes.
Our contract-of-sale terms and conditions will be clear and fair.
We will give you clear and accurate information at the time of reservation so that you can understand any cancellation rights relating to your purchase. A deposit of £1000 is required to reserve a plot this is deducted from the price of the property. £500 of the deposit is refundable should the sale not proceed for any reason.
We will protect your reservation deposit and hold any other pre-payments received. Payment for extra items will be required at the time of order.
Once you have reserved your property, we will regularly keep you informed of construction progress. We will give you information about when we expect the construction to be completed.
When your solicitor has paid the money due to us and the sale has been legally completed you will be handed the keys to the property. This legal formality must take place to protect both parties.
We will provide an information pack about your new home when we handover the property. This will include instruction books and guarantee forms for appliances etc. These should be completed and returned to the manufacturers to provide an extended 2-year warranty. We will also offer to meet you at your property at an agreed time, to demonstrate how everything works and point out important items including the position of stop valves/switches and the central heating controls and hot-water systems.
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. Should you experience a problem with your new home please contact our office on 0116 2390600 and we will arrange for someone to attend. We will repair defects in your home for the first 2 years after completion. However, we are not responsible for problems caused by wear and tear, accidental damage, decorating and routine maintenance. You are responsible for these items. If anything occurs that is or seems to be an immediate danger to your property or to health, safety or security outside office hours, please contact Mr John Cawrey Mobile No:- 07715 372345.
Your new home will be covered by a 10-year NHBC Buildmark Warranty. This is included in the purchase price of the property. During the first 2-years of occupation Cawrey Limited is responsible for repairs to any defects. Over the following 8-years the NHBC Buildmark Insurance Policy covers any significant damage or failure of the load-bearing structure and certain parts of the home. The cover does not include wear and tear, accidental damage or lack of maintenance.
If you are dissatisfied in anyway with the service you have received from us under our charter, please write to Mr John Cawrey, Managing Director, Cawrey Limited, Kirby Grange Farm, Taverner Drive, Ratby, Leicester. LE6 0HQ
We will co-operate with an appropriately qualified professional advisor you may appoint to help resolve disputes. NHBC offer a free dispute resolution service if you feel you have been treated unfairly within the initial 2-year period of warranty.
Our customer charter commitments do not affect your statutory rights.
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