Customer Charter

Our Customer Charter is our commitment to you and is displayed on our website. You will also receive a copy of it as part of your sales pack when you purchase a property from us.

We have ensured that we have measures in place to comply with the Consumer Code for House Builders and copy of this will also be given to you when you reserve one of our properties.

We have procedures and systems in place to ensure that we meet all our commitments we make in this Charter.

Our staff are trained to understand their responsibilities to you, our customer, and to know what Our Charter means to you and Troy Homes.

We will provide you with comprehensive information to ensure you are able to make an informed decision about buying your new home.

Sales and Marketing

Our Sales team are available to answer any questions you may have during your purchase of your new home including the actual purchase and also the care of your home after purchase and we will ensure that you have the name and contact details of these staff.

We will provide you with all the relevant information you will require before you are expected to exchange contracts. Included in this information will be:

The written reservation agreement

A brochure or plan showing the layout, location and appearance of your chosen property

An explanation of the Home Warranty Cover

Any information on management services that may be applicable and an estimate of the costs

Details of the specification and contents list to be included in the property and if there are options and extras available to you when you reserve the property we will make you aware of this and also advise you of any time scales that need to be adhered to.

We will aim to ensure that all our marketing and advertising literature is accurate and truthful and complies with the relevant laws and codes.

The information in our contract of sale will be accurate and clear and our cancellation policy will be explained to you so that you understand your legal rights.

We will advise you to appoint an independent professional legal advisor to look after your interests in all legal aspects of purchasing your home.

We will explain how your deposits are protected and any other pre-payments we may receive from you.

We will clearly explain your rights to cancel your reservation and our refund policy.

Customer Care

We will provide you with reliable regular updates on the progress of the construction of your new home and the legal completion date.

Prior to completion we will arrange for you to have a demonstration of your appliances and fixtures and fittings to ensure that you understand how they work and provide you with the manuals, guarantees and certificates that relate to your new home.

On the day of completion once funds have been received we will hand over the keys of your property.

We will provide you with information regarding our customer care service including who to contact, the address and telephone numbers and our process for handling emergencies. Your new home is covered by Troy Homes warranty for the first 2 years after legal completion.

In addition your home also is covered by a NHBC warranty for a 10 year period from completion. We will provide you with details of what is covered and how to contact them.

Download brochure example: Damson Close Brochure