Customer Charter

1. We will ensure good communication with our customers throughout their dealings with Eatonfield including the following:

• A confirmation of purchase will be sent to each customer after reservation, detailing the terms of their purchase and the process of buying a new home from Eatonfield;

• Assistance will be given to customers by our Agents answering their questions and explaining the choices and options available throughout the purchase process;

• A Demonstration and Inspection Meeting will be held between the customer and an Eatonfield representative, for approx. two daylight hours, at least one week before legal completion, to demonstrate the functions of the property and to identify any outstanding works;

• A Handover Meeting will be held on the day of legal completion between the customer and an Eatonfield representative;

•  A handover pack will be compiled and checked to include all manuals required for the property and will be given to each customer on completion.

2. We will show our customers the following before processing their reservation:

•  A coloured plan of the site identifying the property they are buying;

•  A summary specification of their property (usually provided in the brochure);

•  A schedule of the external materials to be used in the construction of their property and driveway;

3. We will provide our customers with information about the NHBC Buildmark Warranty or the LABC New Home Warranty, prior to reservation and in the purchase manual. We will provide the Warranty health and safety advice to our customers in their handover pack, and the legal documentation to our customers’ solicitors on legal completion.

4. We will provide our customers with a fixed date for legal completion when contracts are exchanged wherever possible. If a reliable date cannot be provided for legal completion at this time because the property is not complete, then we will give ten working days notice of the legal completion date.

5. We will endeavour to complete all outstanding works identified at the Demonstration and Inspection Meeting prior to legal completion. We will inform purchasers in writing of any works that cannot be completed within that timescale and will endeavour to complete them within two weeks of legal completion.

6. We will hand over a clean and tidy home.

7. We will inform customers clearly about our After Sales service in the purchase manual and contact details for the After Sales service in the handover pack. We will give clear guidance on the level of service to be expected in emergencies and for routine matters.

8. We will provide guidance, clothing, footwear and hard hats to assist in securing our customers’ safety on Eatonfield developments.

Any customer who believes that the commitments within this Charter have not been fulfilled should contact Mr Robert Lloyd, Eatonfield Group plc, Haycroft Farm, Peckforton Hall Lane, Spurstow, Tarporley, Cheshire, CW6 9TF