intro homes, the waterfront, elstree road, elstree, wd6 3bs telephone: 0208 236 8700 fax: 0208 236 8701 email link: info@introhomes.co.uk Terms of use
Customer Charter
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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:

  1. Give you a copy of our Customer Charter upon request and automatically give you a copy when you reserve an Intro home.
  2. Work to procedures to meet the commitments stated in our Charter.
  3. Ensure our staff are trained to understand what the Charter means and their responsibilities in our dealings with you.
  4. 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.
  5. Seek to ensure that you appoint your own legal advisor to carry out the legal formalities of buying your Intro home.
  6. Ensure your contract deposits are protected in accordance with the NHBC Warranty cover.
  7. 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.
  8. Offer you health and safety advice applicable to the relevant development.
  9. Ensure that our marketing and advertising is clear and honest.
  10. Ensure that the Contract of Sale terms and conditions are clear and fair.
  11. Explain to you your cancellation rights.
  12. 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
  13. Upon Exchange of contracts, provide you with the Homeowner’s Companion, our guide to your new Intro home.
  14. 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.
  15. Explain our complaints procedure, including any services that can help resolve warranty disputes.
  16. Co-operate with appropriately qualified professional advisors you have appointed to help resolve disputes.

To download our customer charter, please click the button below.


Download customer charter