09/06/2010
Orchard Court brochure launched
Our charter is available in our sales office and also here on our website. All customers receive a copy upon reservation of a property. If for any reason you have not received a copy then please do not hesitate to ask for one.
At reservation stage we will provide you with the following information:
As the sale and build progress we will provide you with the following information:
County Life Homes staff are responsible for dealing with any questions you may have at any stage when buying a property and afterwards. They have been trained to understand their personal responsibilities to you, the company’s main legal responsibilities to you, and the commitments we have made to you under our Customer Charter.
We will provide you with all the information you need before you are expected to exchange contracts. Pre contract information should usually cover:
You should choose and appoint your own solicitor or conveyancer to:
At reservation stage we will provide details of our staff responsible for assisting you during the buying process. We will also explain how we will deal with your questions.
We will inform you about Health and Safety precautions that you and we must take before you visit a development site and if you are living on a development where construction work is continuing.
Our home file provided at legal completion, constitutes your safety file under the CDM regulations (1994).
We appreciate that you may want to look at your home while we are building it. However building sites are dangerous and defined in law as work places. We are legally responsible for the site where work is taking place and we must not, by law, allow access to the public.
For your own safety you must never go onto the development site without our prior agreement. However when we can we will make arrangements and provide the protective clothing, footwear or other equipment you may need.
We will endeavour to ensure that all our marketing literature and advertisements comply with relevant laws and advertising codes. We do however reserve the right to amend or improve our specification and/or layouts, although every care has been taken to ensure the accuracy of the information provided in our marketing material.
The contract of sales terms and conditions that we enter into with you will be clear and fair. They will comply with the Unfair Terms in Consumer Contracts Regulations 1999.
We will give you clear and accurate information at reservation stage and in the contract of sale so that you can understand any cancellation rights relating to your purchase.
Your new home will benefit from 10 year NHBC Buildmark cover. This is included in the purchase price of the property. The cover is described below in general terms only. You should always refer to the policy for full details.
Before the sale is legally completed NHBC’s Buildmark cover provides protection in the unlikely event that the housebuilder becomes insolvent. In the first two years after completion it says that the housebuilder must repair defects. Over the following eight years, NHBC’s Buildmark provides cover against the cost (subject to the minimum claim value and exclusions 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’s Buildmark does not cover wear and tear or lack of maintenance.
You will find details of the cover in your own NHBC document, which you will receive from us through your solicitor. You should read it carefully and ask your solicitor to explain anything you do not understand.
You can see a specimen NHBC Buildmark cover at our sales office. You can also visit NHBC’s website, to see a copy. NHBC can send you a video describing the cover which you can order from its website under NHBC publications.
We will ensure that any property reservation deposits and contract deposits that we receive from you are paid directly to our bank. Exchange monies are also protected by the NHBC Buildmark cover, in the unlikely event that the housebuilder becomes insolvent.
If we receive other pre-payments from you (e.g. for extra items you may specify) we will tell you how we will deal with them.
Once you have reserved your property we will regularly contact you to keep you informed of construction progress.
We will give you information about when we expect the construction of the property to be completed, which will become more definite as building work nears completion.
Estimates of completion will be given at the following stages:
We will keep you regularly informed as the property nears completion. The date of legal completion will be agreed with you to fall within the notice period already agreed with you in the contract of sale.
We will give you an information pack about your home at the time of handover. We will also arrange to meet you at your property at an agreed time to demonstrate how all of the facilities work. You will be given the keys to your property when your solicitor has paid us and the sale has been legally completed.
At handover we will give you an information pack about your home. This will contain:
At an agreed time we will offer to meet you at the property to demonstrate how the facilities work.
This will show you how all appliances operate and point out important items including the position of stop valves, the electric consumer unit, gas control valves and the central heating controls and hot water systems.
We will discuss and explain any points that you are not clear about.
When your solicitor has paid the money due to us and the sale has been legally completed, we will give the keys to you. This legal formality must take place to protect your and our position. To avoid delay and disappointment please make sure that your solicitor and any mortgage lender are fully aware of your timetable and arrangements.
A member of staff will be available to meet you to make sure that your home is clean and that there is safe and clear access.
Our commitment to you continues after the sale of your property has been completed.
The Home File provided at completion contains contact details for non-urgent general after sales enquiries, plus contact numbers for emergencies, including indicative response times.
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 reasonable precautions, fair wear and tear, events such as storm damage that are outside the housebuilders control and normally covered by household insurance.
Any defects within your home will be repaired 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.
If you are dissatisfied with any part of the service you have received from us, under our Charter, please contact our Head Office on 01665 578570
If you are dissatisfied, please write to the Managing Director stating the nature of your complaint.
If matters are not resolved to your satisfaction you may refer the matter to the NHBC’s Resolution Service. This will provide an independent arbitrator to consider the complaint and provide a ruling as to what action is required. Any decision is binding upon both parties.
County Life Homes Ltd.
6 Horton Park,
Seaton Burn,
Northumberland.
NE13 6BU
Tel: 01670 785693
Fax: 01670 785693
Sales: 01670 785691