Customer Charter
We know that buying a new home can sometimes be a scary and an unknown process. With this in mind, we have developed a customer charter which explains the process of buying a Peveril home.
This page explains the process of buying a Peveril Home and will hopefully answer many of your questions. As a leading regional housebuilder, we are committed to customer care and want this exciting time of your life to be as stress and worry free as possible.
Your New Home
You will be advised on the following:
• Consumer code for home builders
• Terms of sale, including price
• Details of the home, including land
and communal areas, site layout and
boundary details
• Sales brochure containing
approximate room sizes
• Energy efficiency rating of the home
• Specification including internal and
external items
• Kitchen layout
• Electrical installation
Warranties and Guarantees
Your new home will benefit from a 10-year
home warranty policy. Our warranty cover
provides protection in the unlikely event
of the builder’s insolvency.
The builder is also obliged to repair
defects, which may occur in the first two
years after construction. It does not cover
wear and tear or lack of maintenance.
The full extent of your protection is
explained in your home warranty
cover document, which you will receive
from us during your purchase. You should
read this document carefully and ask your
solicitor to explain anything you do not
understand.
A specimen of the warranty cover
is available at our sales centre or
alternatively by calling Peveril Homes on
01773 880550.
Health and Safety
Purchasing your new home is an
exciting time and we appreciate
that you may want to view it during the
construction period. However, building
sites are dangerous and Peveril Homes
is legally responsible for this workplace
and must not, by law, allow access to the
general public.
Prior arrangements must be made with
us if you wish to visit the construction
area. We will then provide the necessary
protective clothing, hard hats, footwear or
other equipment, which you must use.
On completion of your new home we will
provide you with the Health and Safety file
for your home.
Communication during the purchase process
If you have any queries at any stage during
the purchase process, please contact
our sales centre, where our staff will be
pleased to assist you. The contact number
is detailed on the sales documentation and
the website.
Completion of building work
Once you have reserved your home, we
will maintain regular contact to keep you
informed of its progress.
We will provide you with information
about the completion date, which will
become available as your home nears
completion.
Legal completion of the property and handover
You should appoint your own solicitor or
conveyance to deal with the
legal formalities of the purchase, including
completion, handover
and occupation.
Arrangements for surveyor’s appointments should be made through the sales centre
After we have advised you of the
completion date, we will undertake the
following:
Invite you for a home demonstration,
at which point we will demonstrate
the facilities and functions of your new
home. Also at this point you will have
the opportunitiy to carry out your preoccupation
inspection.
Home Information Pack
Your home information pack will contain the following:
• Health and safety information
• Product information including
instructions and manuals
• Guidance for items requiring
servicing and registration
• An explanation of emergency
procedures
• A copy of the home warranty cover
• A summary of the cover in place and
our liabilities to you
Handover
When your solicitor has finalised the
money transaction and legal
completion has occurred, we will then
release the keys to you.
In order to safeguard both parties,
this legal process must take place.
To avoid any delay and
disappointment please ensure
your solicitor and your mortgage
provider are fully aware of your
timescale and arrangements.
We will arrange for a member of staff to
be available to you at this time and ensure
that your home is clean and there is a clear
and safe access.
At the time of handover we will
present you with your New Home file pack
and take final meter readings.
After-sales service
In the unlikely event you experience any
problems after you have moved into your
new home, our
commitment to you continues for
a further two years.
We will give you details of the person
to contact regarding any emergency or
service requests. We will also ensure that
you are aware of what to do if there is an
emergency or non-urgent requirement. While we will rectify defects in your home
under the warranty cover, as the homeowner
you are responsible for wear and
tear, decorating and routine maintenance.
Peveril Homes is not responsible for
problems caused by these items.
Emergencies
By emergencies we mean a problem that
is, or seems to be detrimental to your
property, or to health, safety or security.
This excludes anything caused by your
failure to follow operating
instructions or take reasonable
precautions. Wear and tear and events
such as storm damage, which are outside
the builder’s control,
are normally covered by household
insurance.
Our handover pack contains details of
emergency contacts and
procedures.
Non-emergency service calls
Our handover pack contains the telephone
number and address for non-emergency
problems.
We will respond to a request
within two working days and,
at an agreed time, will send a
representative to either attend to
the work or inspect and decide
what work is necessary.
Following our inspection, we will
normally carry out any agreed work within
28 days of our last visit.
However, this is subject to the
availability of materials, labour and
weather conditions.
Our representatives are experienced at
working in an occupied home and they
will call at a pre-arranged time. If you are
in any doubt about their identity, do not
allow access until we have verified them.
Listening to our customers
We welcome feedback and
comments about the delivery of our
services, you may:
• Write to us with suggestions or ideas
• Make a complaint if we do not meet
our promises and your expectations
Mediation arrangements
If you are dissatisfied with any aspect of
our service, please contact our Customer
Service Manager at Beech Lawn, Belper,
Derbyshire. DE56 1BY. Telephone:
01773 880550.
Get in touch
Please use the form to ask us any questions or requests that you may have. We endeavour to get back to you as soon as possible.
Find us
Peveril Homes, Beech Lawn, Green Lane, Belper, Derby DE56 1BY