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Customer Service

Consumer Code for Home Builders.
The Consumer Code for Home Builders applies to Buyers who reserve a new Home built by a Home Builder (since 1st April 2010) under the insurance protection of one of the supporting Home Warranty Bodies and requires good practice that all Home Builders must meet.

The purpose of the Code is to ensure that Home Buyers are treated fairly, know what service levels to expect, are given reliable information upon which to make their decision and know how to access speedy, low-cost dispute-resolution arrangements if they are dissatisfied. Westbuild Homes complies with The Consumer Code for Home Builders.

For further information on The Consumer Code for Home Builders and to view the Code in full please CLICK HERE

Advice on the NHBC’s or Premier Guarantee 10 year warranty and manufacturers’ warranties from which you will benefit.

Your new Westbuild home is protected by the 10 year NHBC Buildmark or Premier Guarantee cover. This is an insurance policy which protects the homeowner against specific risks for a full 10 years; you are protected for the full 10 years against serious defects, for example, of foundations, roof and other parts of the main structure. For the first two years from legal completion, you are covered for any defect which results from a failure to meet NHBC or Premier Guarantee standards. Like all insurance policies there are limitations to the cover as described in the Buildmark Cover document, which you will receive from your Solicitor.

You will be provided with information on who to contact at Westbuild Homes customer service, and for an emergency service for 2 years following completion of the purchase.

To enable us to respond within the timescales shown below, it is absolutely essential that you follow our service procedures. For non emergencies this starts with you directly contacting the Customer Service/ Post-Sales department.

Customer Charter
Westbuild Homes will provide you with clear and truthful information about the property being sold, prior to a purchase commitment (i.e. exchange of contracts).

If the property is not complete when marketed, Westbuild Homes will clearly set out the personal choices and options which may be available prior to exchange of contracts.

Westbuild Homes places the Health and Safety of its customers with utmost priority during construction, and post completion will provide written advice on the home and its facilities.

Westbuild Homes will aim to keep you fully informed, via the estate agent and/ or solicitor, by providing information about the progress of construction and the timing of legal completion and moving-in.

Westbuild Homes will ensure that the property is completed in accordance with the contract before you take occupation, and will demonstrate all the functions and facilities within the home.

Westbuild Homes will provide information which clearly explains the provisions and protection provided to you under customer service, as well as your own obligations for running in and maintaining your home.

You will be provided with information on who to contact at Westbuild Homes’ Customer Service, and for an emergency service, for 2 years following completion of the purchase.

And above all… we will always aim to be helpful, efficient and professional.

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