Our commitment to you
Eccleston Homes is a privately owned North West–based new home builder. We want you to feel confident when buying your new home from us.
To support this, we have created a clear set of standards that all Eccleston Homes employees are trained to follow. These standards form our Eccleston Homes Customer Charter.
You will already have been made aware of the Consumer Code for Homebuilders and the New Homes Quality Board (NHQB) Ombudsman schemes as part of your development-based Reservation Meeting. Full details will also have been provided in your Reservation Confirmation paperwork issued by our Head Office team.
As your home builder we will:
- Ensure all our marketing and advertising is simple, clear and truthful.
- Use clear and fair terms and conditions in our contract of sale documents.
- Provide you with clear information and full details about your new home.
- Provide trained and knowledgeable staff to assist you throughout your home buying process.
- Give you the contact details for the team members responsible for supporting your purchase and your ongoing customer care.
- Be available to answer any questions you may have throughout your reservation and purchase.
- Assist you with selecting the Choices included within the purchase price of your new home, as well as the additional extras available through our paid Options scheme.
- Provide you with health and safety advice to minimise the risk of danger before, during and after you have purchased your new home.
- Provide regular updates on the construction progress of your home and keep you informed of the anticipated completion date, inline with the requirements of the Consumer Code for Home Builder and the New Homes Quality Board (NHQB).
- Ensure that every aspect of your home is fully demonstrated to you before you move in.
- Inform you about the customer care service we provide, as outlined in our Welcome Booklet. Our aim is to deal with both routine matters and any emergencies effectively and efficiently within the first two years from legal completion.
- Provide you with reliable information about your warranty provider.
- Provide a formal complaints process should you feel that you have not received the level of service you expect.