Customer Charter

At Troy Homes, we’re committed to giving you the best possible experience when buying your new home. That’s why we’ve created our Customer Charter – a clear outline of what you can expect from us every step of the way.

You’ll receive a copy of our Customer Charter as part of your sales pack when you purchase a property with us. We also follow the Consumer Code for Home Builders to make sure we’re doing things the right way – and you’ll receive a copy of this too when you reserve your new home.

To support our promises, we’ve put clear procedures and systems in place to ensure we deliver on everything outlined in the Charter.

All our team members are fully trained to understand what the Customer Charter means – both for you and for Troy Homes – so they can support you with care and confidence throughout your journey.

We’ll also make sure you have all the information you need to make informed, confident decisions as you take the exciting step of buying your new home.

Sales and Marketing – Here to Help Every Step of the Way

Our friendly sales team is always on hand to answer any questions you might have – not just during the buying process, but also after you’ve moved in. We’ll make sure you know exactly who to contact and how to reach them.

Before you’re asked to exchange contracts, we’ll make sure you have everything you need to feel confident in your decision. This includes:

• A written reservation agreement

• A brochure or plan showing the layout, location, and look of your new home

• Details about your Home Warranty Cover and what it includes

• Any relevant information about management services and an estimate of the costs

• A breakdown of what’s included in the property, plus details on any optional extras or upgrades you can choose from – along with any deadlines to keep in mind

We work hard to make sure all our marketing materials are clear, honest, and up to date, and we follow all relevant advertising rules and guidelines.

The contract of sale you receive will be straightforward and easy to understand, and we’ll take time to explain our cancellation policy so you’re fully aware of your rights.

We’ll also recommend you get independent legal advice to guide you through the legal side of buying your home – it’s always good to have someone looking out for your best interests.

If you pay a deposit or any upfront fees, we’ll explain how your money is protected, and we’ll make sure you know exactly what your cancellation and refund options are.

Customer Care – Support You Can Count On

We’re here for you every step of the way – not just during the buying process, but after you’ve moved in too.

We’ll keep you regularly updated on how your new home is coming along, including progress on construction and when you can expect to complete.

Before your big move-in day, we’ll walk you through a full demonstration of your new home. We’ll show you how everything works – from appliances to fixtures – and we’ll give you all the manuals, guarantees, and certificates you need so you feel completely comfortable and informed.

When completion day arrives and the final funds are received, we’ll hand over the keys and officially welcome you to your new home!

You’ll also receive a full pack of customer care info, including who to contact, phone numbers, addresses, and what to do in case of an emergency. Your home will be covered by our Troy Homes warranty for the first two years after completion.

On top of that, your home will also be protected by an NHBC 10-year warranty. We’ll explain exactly what’s included and how to get in touch with NHBC if you ever need to.