Customer Charter

1. Definition

1.1 Our Customer Charter details our commitment to provide you with service, procedures and information at the appropriate stages of your purchasing experience.

2. Commitment

2.1 We will follow defined procedures to meet the commitments stated in our Customer Charter.

2.2 We will continually train and develop our staff to understand their responsibilities in our dealings with you and what the Customer Charter means to you.

2.3 We will, upon request, provide you with a copy of our Customer Charter, display a copy on our website and provide a copy to all purchasers who reserve a Shepherd home.

2.4 We will provide you with the detailed pre-contract information you need to make an informed decision about buying a Shepherd home. At the point you are reserving your new Shepherd home we will complete a Reservation Checklist which provides you with an in-depth, structured assessment of various forms of precontract information.

2.5 We will seek to ensure that you appoint an independent professional legal adviser to carry out the legal formalities and to represent your interests during the process of buying your Shepherd home

2.6 We will tell you :

- who is the appropriate person to contact at each stage of the Shepherd Homes’ buying experience

- how we will deal with your questions

- the range of choices and extras available for you to consider.

2.7 Our marketing and advertising material will be clear, accurate and honest.

2.8 The terms and conditions of our contract-of-sale will be clear and fair.

2.9 Prior to your reserving your new Shepherd home we will explain our reservation terms and procedures, incorporating clearly your cancellation rights.

2.10 We will explain the terms of your warranty cover and provide you with any other appropriate guarantees and warranties from which you may benefit.

2.11 We will explain how we deal with any monies you pay to us during the transaction, including your deposit monies and any other pre-payments made.

2.12 We will provide you with information that will be as accurate as is reasonably possible regarding the timing of construction, legal completion and handover of the property.

2.13 We will ensure that, when a completion date is agreed:

- the transfer of ownership takes place

- you are fully informed as to the features and facilities of your new Shepherd home.

2.14 We will explain the Shepherd Homes’ after-sales Customer Care process, including the availability of emergency services.

2.15 We will explain the period and levels of cover provided to you.

2.16 We will explain our procedures for handling customer concerns, including the availability of any services to help to resolve any concerns about warranties.

2.17 In the unlikely event of a dispute we will work towards resolving any that may arise and will cooperate in a professional manner with any appropriately qualified advisors you may appoint.

Our Customer Charter commitments do not affect your statutory rights.