Our Customer Charter

Prior to reserving your new home, we will carry out a pre-reservation meeting. Here we will go through a lengthy document which details all working drawings to your potential new home. We will also go through all pre-contractual information which enables you as a buyer to make more of an informed decision. We do not employ any pressured selling techniques or offers, this is a very important step and we would like to you know all the facts before you proceed. You also benefit from a 14 day cooling off period to allow you more time to think about your purchase and whether it is right for you. This process is designed to meet the requirements of the New Homes Quality Code.

We will provide you with a personalised sales progress at intervals which match your requirements, with a friendly and experienced Sales Executive to guide you through. We realise the stresses involved in buying a new home, our approach hopefully will help you feel at ease.

Throughout the Sales journey, you will be invited to meet the team building your new home. Once exchanged, you will also receive a tour into your new home during the construction phase. Once your new home is “signed off”, we will conduct a New Home Demonstration with you to show you how your home works. At this stage, a home inspection can be carried out if you so wish!

Our homes can seem a little daunting at first with all the new technology and regulations that we build to, please do not worry. We provide you with a “Welcome to you new Home” booklet at legal completion, along with a box containing all of your certificates, warranty documents and guides for you to keep.

On the day of legal completion, our Sales Team and Site Team will welcome you to your new home, we will run through the Key release documentation and remind you of our Customer Care journey.

Your customer journey does not stop when you move in. Our Customer Care journey starts which lasts for a period of two years, we will call round regularly to ensure that you are happy with your new home and the level of service that you receive.

Your purchase with Cameron Hall Homes provides you initially with a two year warranty to help safeguard you against defects and rectifications. Your home is built by human hands and not a robot, therefore there will be snags and rectification work. Your New Home is also covered by a 10 year Warranty, either with Build Zone or Premier Guarantee, this covers the structural integrity of your new home from years three through to ten.

Your safety and well being is as paramount as our employees. Site visits are permitted under the discretion of the Company. If a visit is carried out, a Health and Safety briefing is carried out prior to you visit, we may ask you to wear PPE depending on the stage of build. Unfortunately we do not allow anyone under the age of 16 on the building site.

We realise that sometimes, there will be emergencies in our homes. Rest assured, we provide a 24/7 emergency service and are partnered with Safeguard who are there 24 hours a day, 365 days a year.

We never want you to be unhappy in your new home. If our Customer Care team cannot rectify or resolve an issue, we have an indepth complaints procedure and access to the New Homes Ombudsman. A copy of this is provided at the reservation stage and can be requested at any point from the Company.