Customer Journey

Our award-winning team is here to help throughout your purchase and answer any questions you may have, ensuring a flawless process from start to finish.

We’ve also put together this step-by-step guide as a summary for you to understand what is expected to happen.

1. Understanding how much you can afford

Before you choose your perfect home, we recommend speaking to a financial advisor to get an understanding of your budget.

2. Choose your Troy Home

Our sales consultants will assist you in choosing the home that suits you best.

3. Reservation

Once you’ve chosen your Troy home, you’ll be asked to fill out the reservation agreement with our sales consultant. You’ll pay a reservation deposit, which will secure your new home for an agreed period of time. You’ll also be asked to speak to our independent mortgage advisors on the phone to ensure you have been financially qualified.

4. Instruct a solicitor

You’ll need to appoint a legal advisor to act on your behalf; this advisor will be responsible for the transfer of ownership of the property. If you don’t have a solicitor, we can recommend some to you. You’ll have to pay fees to your solicitor and you should understand what these are. Troy Homes will endeavour to send out draft contracts, conveyance plans and any other relevant information to your legal advisor within 48 hours of approving a reservation.

5. Appoint a financial advisor and apply for a mortgage (if required)

Whilst you’ll already have spoken to a financial advisor to ascertain your budget, you’ll now need to apply for a mortgage. At reservation, you’ll have spoken to our independent advisors. There’s no obligation to use them, although they do have particular experience in purchasing a new-build property.

It’s important that you instruct your solicitor and financial advisor promptly after reservation as it can take several weeks to obtain a mortgage and local searches.

6. Post-reservation meeting

Within a week of reserving your property, your sales consultant will invite you back to the sales office to discuss the details of your new home, including kitchen and bathroom layouts, specifications and any optional extras that may be available to purchase.

7. Exchange of contracts

Once you’ve received your mortgage offer and your solicitor is satisfied with the details of your purchase, your solicitor will ask you to sign the draft contract. You’ll then be required to pay your solicitor the exchange deposit, which is 10% of the purchase price. Once your solicitor has this deposit and signed contracts, you can then instruct them to exchange contracts.

8. Customer options and extras

Depending on the stage of construction, you’ll have the opportunity to personalise your new home by choosing the kitchen and bathroom colour schemes from our selected ranges. You may also have the opportunity to purchase optional extras. Your sales consultant will discuss these with you in more detail.

9. Customer stage demonstration

At the pre-plaster stage, we’ll offer you the opportunity to view your new home with the site manager to discuss the progress.

10. Update and progress

We’ll give you regular updates on the construction progress of your new home and the anticipated completion date.

As the build completion of your new home draws closer, we’ll advise you of a more accurate anticipated legal completion date; you can then arrange your removals and advise people of your change of address. You’ll also need to speak to BT or Virgin, if required, at this point.

11. Home demonstration

A few days prior to completion of your new home, you’ll be invited to visit the property with the site manager and customer care manager for them to demonstrate to you how the appliances and fittings work and for you to familiarise yourself with your new home.

12. Legal completion

On the day of completion, your solicitor will transfer the balance of the purchase price monies to Troy Homes. Once this has been received, our sales consultant and site manager will meet you and walk through your new home with you for a final inspection and to record the meter readings. We’ll then hand you your keys, meaning the Troy home is now yours!

13. Five-day courtesy call

Our site manager will visit you within five days of moving into your new Troy home to answer any questions you may have.

14. After completion

Once you’ve moved into your new home, you’ll receive a call from our customer care department to introduce themselves and advise you of how they can be contacted if required.