FIGUREHEAD HOMES CUSTOMER CHARTER                

As a new and innovative housing developer, Figurehead Homes knows that the only way to succeed is to secure an outstanding reputation for the quality of our homes and the quality of our service. We are committed to customer care, and subscribe to the Consumer Code for Home Builders.

Nevertheless, in order to ensure that the customer has absolute peace of mind, we want to go beyond the industry norm. All our houses are bespoke designs that respect their settings and their environment, and are constructed to exacting standards. We are thus able to offer a full 10 year warranty through the LABC New Homes Warranty scheme in addition to a 24 hour call out for repairs, should they arise, during your first year.

In addition, we will ensure that:

1.    You are provided with this Charter and the Consumer Code for Home Builders upon exchange;

2.    We rigorously adhere to the letter and spirit of the Consumer Code in order to uphold the rights of our customers;

3.    Our staff are committed to the standards of care and commitment set out in this Charter, and are sufficiently trained to deal with any queries you may have;

4.    You are provided with all the information you require in plain and understandable English prior to committing to any house purchase. This will include information on the LABC New Homes Warranty, the new Homes Repair Cover, and any Estate Service Charges that may apply;

5.    We present all information to you in an open, honest and courteous manner, and that our sales literature is also correct and truthful;

6.    You are provided with a dedicated member of staff who will be your point of contact throughout and after the sales process;

7.    You are provided with all the information you require in good time, and are provided with details on all your choices and options available to you throughout the home buying process;

8.    If your house is under construction, you are provided with:

-          Full details of your home’s layout, contents, materials, colours and building specification, and the options available to you to customize your home;

-          Full details of the build programme for your home and the wider Estate, including community facilities; and

-          All the Health and Safety precautions required in order for you to undertake site visits, if this is feasible; and

-          Upon possession, a demonstration of all how all the facilities are operated (including, for instance, kitchen and shower appliances, audio and alarm systems)

9.     You are provided with a Reservation Agreement that sets out the Terms of Reference as required by the Consumer Code for Home Builders;

10.Your After-Care package is clearly explained to you, and you are provided with contact details for this 24 hour service; and

11.You have your cancellation rights and other statutory rights clearly explained to you

Your New Home is covered with a LABC Warranty. The following is a summary of the cover provided by the LABC New Home Warranty. For more details download the LABC Warranty Homeowners handbook below.