Countryside Properties are committed to providing you, our customers, with quality homes. The whole Countryside team is working to achieve one common goal; to ensure that you are satisfied and happy with your new Countryside home, from the moment that you reserve your home, to the day you move in and beyond. No matter who you are dealing with, or what queries and questions you may have, you can be confident that our people will adhere to the terms of the Countryside Customer Charter.

  • We will be approachable in all our dealings with you, by being polite, clear and straightforward in response to every contact with you. When we are not able to give you an immediate answer to a query, we pledge to respond to you within one working day. All customer facing staff will be trained to understand their responsibilities in all of their dealings with you, as per the Customer Charter.
  • Following reservation of your Countryside home, you will receive comprehensive information explaining the buying process and the ways in which you can get the most out of living in your chosen home.
  • We will be on hand to assist you through the process of buying your Countryside home.
  • We will provide you with an anticipated completion date, in order for you to plan your moving arrangements.
  • We will ask you to attend a Home Demonstration with us, before Legal Completion, to demonstrate the fixtures and fittings within your new Countryside home.
  • Your new Countryside home will be cleaned, ready for the day you move in.
  • We will welcome you into your new Countryside home on the day of move in.
  • We will contact you within 14 days of moving in to your new Countryside home, to check you are settling in and to answer any queries.
  • We will provide a dedicated member of the Customer Service Department to deal with any queries or problems should they arise, in accordance with the NHBC/Zurich 2-Year Initial Guarantee Period.
  • We will provide 24-Hour Emergency Cover for heating, plumbing and electrical problems, for the duration of the NHBC/Zurich 2-Year Initial Guarantee Period. This includes your heating and hot water provision, (however this may be subject to compliance with annual servicing requirements as detailed in the home owners' manual and the relevant manufacturers' warranties). All supplied appliances will be covered under their respective manufacturer warranties.
  • We will endeavour to keep the area around your new Countryside home as clean and tidy as possible, as well as the whole of the Countryside Properties' development, providing health & safety advice to help reduce the potential risk of danger to you and your family, whilst building works are in progress.
  • Countryside Properties internally measure and review their performance to enable continual improvements to be made to their products and services. This Charter is also reviewed annually in support of Quality Management principles.

Issue: 4   17/07/07





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