Customer Charter
We are committed to providing our customers with quality homes. The entire Intro team aims to achieve one common goal; to ensure that you are satisfied and happy with your new home, from the moment of your reservation, to the day you move in and beyond.
WE WILL:
- Give you a copy of our Customer Charter upon request and automatically give you a copy when you reserve an Intro home.
- Work to procedures to meet the commitments stated in our Charter.
- Ensure our staff are trained to understand what the Charter means and their responsibilities in our dealings with you.
- Provide you with a completed Reservation Form and give you the detailed pre-contract information you need to make an informed decision about buying your Intro home.
- Seek to ensure that you appoint your own legal advisor to carry out the legal formalities of buying your Intro home.
- Ensure your contract deposits are protected in accordance with the NHBC Warranty cover.
- Advise you of who to contact at every stage of your purchase, how we deal with your questions and any relevant choices of finishes and options available to you.
- Offer you health and safety advice applicable to the relevant development.
- Ensure that our marketing and advertising is clear and honest.
- Ensure that the Contract of Sale terms and conditions are clear and fair.
- Explain to you your cancellation rights.
- Give you reliable information about the timing of the construction and legal completion of your Intro home. Once a completion date is set, we will ensure that:
- The transfer of ownership takes place.
- The functions and facilities of your new Intro home are demonstrated to you or your representative
- Upon Exchange of contracts, provide you with the Homeowner’s Companion, our guide to your new Intro home.
- Supply contact details of our dedicated Customer Service Team who deal with any queries or problems should they arise, in accordance with the NHBC 2 Year Initial Guarantee Period.
- Explain our complaints procedure, including any services that can help resolve warranty disputes.
- Co-operate with appropriately qualified professional advisors you have appointed to help resolve disputes.
To download our customer charter, please click the button below.










