We understand that buying a new home is one of the biggest decisions you’ll ever make. It’s a significant financial commitment too. That’s why choosing the right house builder is crucial. At Newett Homes, we strive to make the process as smooth and enjoyable as possible. From the moment you decide to buy, you’ll be supported by a dedicated and expert team from Build, Sales, and Customer Service to guide you every step of the way.
They’ll provide all the information you need about your new home, keep you updated on the progress of your build, and ensure you’re fully informed at each stage from reservation to completion. They’ll even assist you in choosing the exciting optional extras that turn a house into your dream home!
But our commitment doesn’t end there. At Newett Homes, we believe customer service should continue well beyond your purchase. Throughout the duration of your warranty, we're here to help in any way we can.
Our Customer Service team are here to support and offer valuable information on how to make the most of living in your new Newett Home. When you move into your new home, you’ll receive a guide with practical information and handy tips about every aspect of your home. It’ll be a useful resource for years to come.
All these personal touches are our unique way of looking after our customers, and it’s what makes Newett Homes distinctly different.
At Newett Homes, we want you to feel completely assured when purchasing your new home from us. That's why we’ve established a set of guidelines that every member of our team is dedicated to following. We proudly call this the Newett Homes Customer Charter.
We are dedicated to providing you with exceptional service throughout your entire home buying journey and beyond.
We promise to
- Provide you with detailed and clear information about your new home along with the options and choices available to you.
- Be available to answer any questions you may have and will provide you with any relevant contact information you may require.
- Provide you with updates at agreed intervals on the progress of your build, physical completion, and occupation dates.
- Invite you to meet the site manager who is responsible for building your home who will explain how your house is being built and answer any questions you may have.
- Provide Health and Safety advice on minimising the risk of danger from constructions works when visiting the development including after you have moved in.
- Undertake a full demonstration of your new home with you, introducing the many features before completion day, including any warranties provided.
- Offer a full and comprehensive after sales service including our complaints procedure.
- Provide you with advice on the NHBC 10-year build mark warranty.
We take pride in adhering to the highest standards of quality and customer care, which is why we fully comply with the New Homes Quality Board’s (NHQB) Code of Practice.
This commitment ensures that every aspect of our homebuilding process meets rigorous guidelines designed to protect and benefit our customers.
The NHQB Code of Practice sets out requirements that span from the initial stages of purchasing a home through to after-sales support, ensuring a consistently high level of service and craftsmanship. Our compliance with these standards means that we:
- Provide clear, accurate, and comprehensive information about our homes and the buying process.
- Maintain transparency in our dealings, ensuring you are well-informed about your purchase and any associated responsibilities.
- Offer robust customer support, guiding you through each step of your homebuying journey with dedicated assistance.
- Ensure our homes are built to the highest quality, meeting or exceeding all regulatory standards.
- Deliver a thorough after-sales service, addressing any issues promptly and professionally.
*This code applies to any reservation made after Tuesday 2nd July 2024. If you reserved your home prior to this date, the relevant code of reference is the Consumer Code.
At Newett Homes, we believe in doing things right, which is why we fully comply with the Consumer Code for Home Builders. This means we’re dedicated to giving you fair treatment, clear information, and expert support from start to finish.
The Consumer Code for Home Builders sets out guidelines for every step of buying a home, and we follow them closely to ensure you have a great experience.
We will always:
- Provide clear, accurate, and comprehensive information to help you make informed decisions about your new home purchase.
- Ensure our advertising and marketing materials are transparent, truthful, and not misleading.
- Offer a straightforward and fair reservation process, clearly outlining your rights and obligations.
- Maintain open and honest communication, keeping you well-informed about the progress of your home and any potential issues.
- Deliver a high standard of after-sales service, promptly addressing any concerns or defects that may arise.
Newett Homes are committed to providing homes and service to the highest standard. We work hard to resolve the issues our customers bring to our attention but we know that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to resolve your issue in a fair and transparent way.
Step 1 - Discussion with your local team
If you’ve reserved but are yet to complete the purchase of your home and you’re dissatisfied with the service we’ve provided, please raise your concerns with your Sales Executive.
If you’ve already moved into your home and are dissatisfied, please contact the Customer Service team as they’re best placed to address your concerns once you’re settled in.
Your complaint will be acknowledged within 48 hours (except at the weekend and public holidays) and the appropriate team member will review your complaint and a response will be provided within one week.
Step 2 - Primary Escalation
Should you remain unhappy with the response provided by your Sales Executive or Customer Service team member, you may then direct your complaint to the Sales Manager or Head of Customer Service.
The Head of Customer Service has overall responsibility for ensuring our customers receive the highest levels of care.
Step 3 - Secondary Escalation
Should you remain unhappy with the response provided by the Sales Manager or Head of Customer Service, you may direct your complaint in writing to our Chief Operating Officer.
Our Chief Operating Officer has full and final responsibility for resolving your complaint but can only do so if you have followed the steps above.
Step 4 - You remain dissatisfied
If you’re dissatisfied with either our final response or with any delay in providing our final response, you may be able to ask your home warranty provider for an independent review.
You may wish to seek advice from the Consumer Code or New Homes Quality Board should you remain dissatisfied.
As your homebuilder we want to let you know:
- Repeated or 'spam' posting onto our social media channels may result in your access on these platforms being suspended or removed. Unreasonable, persistent contact is also unacceptable.
- Should you wish to film one of our employees you must have their explicit consent. If a colleague is filmed or a video shared without individual consent, we have the right to remove this from any social channels and take further action to protect our colleagues.
- We will always treat our customers with respect and civility and ask that you show our colleagues and working partners the same courtesy. Abusive, threatening or otherwise incendiary language and behaviour towards our team is not acceptable. In the event this occurs we may be forced to take whatever measures we deem necessary to protect our colleagues, including ceasing communication.
