Buying a home is one of the most important financial decisions you are ever likely to make. We understand that and aim to provide you with a quality new home as well as making the buying process as simple as possible for you, all backed up by a good customer service.
Our Customer Service Charter sets out the help we will provide to you throughout your moving process and after you have moved in.
In addition, for the first two years, Henderson Homes, together with the warranty provider you against physical damage to your home should this be caused by a defect, which results from a failure to meet construction standards. You will be given the Henderson Homes Warranty Brochure which explains what is covered, what to do if you have an emergency, and who to contact.
After these two visits we would ask that you report any concerns you have to our head office construction department.
To enable us to respond within the timescales shown below, our after-sales service procedure is:
• For non-emergency service requests, you should contact the site manager if he is still on site, or alternatively our construction department at Head Office. We aim to respond as soon as we can, normally within three working days.
• In the unlikely event of an emergency, we provide contact details for all our service providers to allow for out of hours calls to be taken and actioned. Our Warranty document will help you identify what is an Emergency, and what is not.
• Where spare parts or materials are required this may affect our response times, but we try to solve all problems or provide mutually convenient dates for completing any remedial works within 28 days.
Under the terms of the Warranty policy, defects will be dealt with, but you remain responsible for wear and tear, decorating and routine maintenance.
If you feel that we have not given you the service you require, then you may wish to view our Complaints Procedure.