Hartford Homes are committed to elite customer service and the very highest standards of build quality.
This is our Customer Charter, which sets out our commitments to provide you with dedicated service, procedures, and information at appropriate stages during your purchase. It also incorporates our obligations under the NHBC Consumer Code.
1. We will provide you with a copy of our Customer Charter at your request at any stage of your dealings with Hartford Homes, and we will automatically give you a copy when you reserve a property. Details can also be found on our website at www.hartford.im/about/customercharter
2. We will work to our set systems and procedures to meet the commitments we have stated in our Customer Charter. This process will be explained to you fully on reservation of your property to help you make a fully informed decision.
3. We will train our staff to ensure they meet the commitments we have made to you as set out in our Customer Charter and the NHBC Consumer Code.
4. We will give you the detailed pre-contract information you need to help you make an informed decision about buying a property.
5. We will seek to ensure that you appoint your own professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.
6. We will give you contact details of which person to contact through the process of buying your property, and who can help you with any questions you may have. We will also guide you through any relevant choices and options you can consider.
7. We will give you health and safety advice to reduce, as far as possible, the risk of danger on the development site during construction and in the use of your home.
8. Our marketing and advertising will be clear and truthful.
9. Our contract-of-sale terms and conditions will be clear and fair.
10. We will make clear to you your cancellation rights.
11. Your new home has the benefit of a 10 year NHBC Buildmark Cover Warranty. We will give you detailed information about this cover and any other guarantees and warranties from which you may benefit.
12. We will explain how we protect your deposit and how we deal with any other pre-payments.
13. We will give you reliable information about the timing of construction, legal completion and handover of the property.
14. Once a completion date is set we will ensure that the transfer of ownership takes place and the functions and facilities of the property are demonstrated to you.
15. We will inform you clearly about the after-sale and emergency services that we will provide for a certain period after completion.
16. We will tell you about our procedures for dealing with customer complaints, including the availability of any services that can help resolve complaints about warranties.
17. We will co-operate with appropriately qualified professional advisors you have appointed to help resolve disputes. Our customer charter commitments do not affect your statutory rights.
Extended Warranty
When purchasing your new home from Hartford Homes you can rest assured we’ve thought of everything.
We never compromise on quality and provide you with a 10 year warranty period for your peace of mind.
A full service cover is also provided for out of hours emergencies.
We care about our customers
From the moment you enter our sales centre, you will receive the highest levels of customer service.
A new home requires less maintenance over the first few years. However, if something goes wrong after you have legally completed, you can be assured our customer care team will assist you.
For the first two years, our warranty covers fixings and finishings. In years 2-10, the warranty is structural only.
Hartford Homes is an A-rated builder with the NHBC. Developers can only achieve this status by demonstrating a consistent approach to resolving any latent defect within a newly built property.
For further information please contact us directly or refer to your customer care or NHBC information packs.
Emergency Situations
If you have a problem during normal working hours contact our customer care team who will respond quickly and professionally.
To cover out of hour issues, we have established an emergency procedure to deal with any eventualities. Our facility offers a prompt and effective response to your problem. A customer care assistant will consider if your situation constitutes an emergency and will contact one of our approved contractors to deal with your query immediately.
For emergencies occurring outside normal working hours please contact our helpline on 01624 631000.