Customer Care Charter
We recognise that our most valued asset are our customers and we are proud that several of our previous customers have returned to us to purchase new properties on other developments. We are also proud that many clients for whom we have carried out building projects have recommended us to their friends and family.
This is our Customer Charter which sets out our commitments to provide our customers with service, procedures and information at appropriate stages during your dealings with us.
Buying a new home is likely to be one of the largest commitments you will make in your lifetime. We want your experience of purchasing a new home from Mead Estates Ltd. to be a pleasure. We will do our utmost to:
provide you with a copy of this Charter upon request.
ensure that our marketing and advertising material is clear and truthful.
answer your questions about purchase of your new home and guide you through the process from the initial Reservation Procedure, through to Exchange of Contracts and finally Legal Completion. We will help you to appoint a legal advisor to handle the purchase of the property on your behalf when required.
ensure that the terms of our Sales Contract with you will be clear and fair.
ensure that you are aware of your right to cancellation.
where build stage permits, we will help you make any choice of finishes available to you within your new home.
provide you with reliable information regarding the anticipated completion date of your property.
ensure that the service providers for your property (water, gas, electricity etc.) are informed that you are responsible for the supplies from the Completion Date and provide them with an accurate handover meter reading.
meet you at the property on Completion Day to handover the keys, explain the operation of the various systems in your home and leave you with our detailed instruction folder giving you all the information you need to live in and look after your new home. We will also provide you with guidance regarding Health & Safety matters in the use of your new home.
provide advice regarding the NHBC Warranty scheme and other warranties you may benefit from.
contact you a few days after you have moved in to make sure you are happy with your new home and rectify any teething problems you have encountered as soon as possible.
during the initial 2-year NHBC Warranty phase (see here for more details), we will deal with any problems that you encounter with your new home at the earliest opportunity (we aim to deal with your problem within a maximum of 30 days of the defect being reported to us). In the event of an emergency, call our out of office hours contact number 07855-753345.
during years 3 to 10 of the NHBC Warranty, we will inspect any problems you encounter that are covered by the NHBC Warranty and either arrange for the remedial work to be carried out at our expense, or help you make a claim through your NHBC Warranty.
if you have a complaint about the service you have received from us, please contact Richard Mead in the first instance. If you are not satisfied with the way we deal with your complaint, NHBC can provide a Dispute Resolution Service (see NHBC Warranty page as described above). We will co-operate with any professional advisors you appoint to help resolve any disputes that arise.
Having building work carried out on your house or premises can be incredibly stressful. We will do everything we can to:
reply to your initial request for a quotation in a timely manner. We aim to supply full written quotations within a maximum of 30 working days of full details being made available to us.
guide you through the construction process from digging foundations through to completion.
keep to our promised deadlines for progress of work on site or explain why we are unable to comply with the original schedule.
submit applications for payment that are clearly understandable and in accordance with the original quotation.
supply quotations for alterations to the agreed works as soon as possible.
on completion of the works, to provide after sales service to correct any defects that arise during the initial 12-months standard warranty phase. We will deal with any problems that you encounter with your works at the earliest opportunity (we aim to deal with your problem within a maximum of 30 days of the defect being reported to us). In the event of an emergency, call our out of office hours contact number 07855-753345.