A: Selecting your new home

Our commitment to you:
We will give you all the accurate and detailed information you need to make an informed decision about buying your new home. This will cover design, specification, features, location and price. We can put you in touch with an independent mortgage broker and/or solicitor to help guide you. Our marketing and advertising will always be clear and truthful.

Your role:
Please make sure you understand all the information you receive relating to your new home. Do query anything you are uncertain about before making your final decision If you are unclear on any detail, please speak to your sales advisor

B: Buying your new home

Our commitment to you:
We will explain to you each stage of the purchase process and ensure you are familiar with all the details. We will communicate regularly with you, giving contact details of staff who will be helping you with
your purchase and dealing with your questions. You will be kept informed of progress in the construction and development of your new home. We will also highlight any relevant choices and options you
may wish to consider to personalise your new home. Our contract of sale terms and conditions will be clear and fair. We will make clear to you your cancellation rights. We will explain how we will protect your financial
deposit. If we receive other pre-payments from you we will tell you how we will look after them. Also, if required, we will help you appoint your own professional legal advisor to carry out the legal formalities
of buying your new home and to represent your interests.

Your role:
At this stage in the process you will need to organise a number of practical details. These include being in a position to exchange contracts on your new home within a 6 week period. Your immediate responsibilities are:
1. To appoint a solicitor or conveyancer to act on your behalf and to handle the legal paperwork
2. To obtain a mortgage or other financial arrangement to cover the cost of buying your new home
3. To pay a deposit (usually 10%) of the contract price of your new home which is required when you exchange contracts.

Depending on the build stage of your new home  you will be invited (and strongly advised) to attend a meeting with your sales advisor. This meeting can take place at the same time as a reservation and is when you choose and agree on choices for your new bathroom(s) and kitchen.

C: Taking care during site visits

Our commitment to you:
If you would like to visit your new home while building work is in progress we will do our bet to accommodate
you. Ensuring your safety at all times is our priority so at certain times a visit may not be possible. We will inform you of the appropriate health and safety precautions that we and you must be aware of before visiting a development site.

Your role:
Please, never attempt to visit the development site unsupervised. Always make an appointment with your sales
advisor and make sure you follow all our health and safety instructions during your visit. There is a more comprehensive guide on site visits in the section on ‘The Purchase Process’.

D: Preparing for your move

Our commitment to you:
To help you prepare for your move we will keep you updated with reliable information about the timing of construction, legal completion and handover of your new home. We aim to give you at least 10 working days notice of when we expect legal completion to take place on your new home. During the course of building a new home, there can be occasional delays. Should this happen we will keep you fully informed of any changes to the original completion timeframe and will tell you when key build stages (such as the roof being finished), have been completed. We will also explain all the necessary steps involved in moving home and can provide you with professional advice and helpful assistance.

Your role:
Begin by preparing for your move. For example: listing change of address requirements, contacting removal
companies, notifying utility companies etc. Please keep us informed of any changes in your circumstances
which might affect the process of buying and moving into your new home.

E: Making the most of your new home

Our commitment to you:
About a week before you move in, we will ask you to attend a pre-move inspection. During this practical demonstration, we show you all the appliances and systems within your new home which helps you familiarise yourself with them before moving in. We will show you how to operate all the various appliances and advise you on “running in” your home (minimising any condensation and shrinkage, a usual occurrence associated with all newly-built homes)

Your role:
As part of the preparation for your move, we would like you to attend our practical Home Demonstration.
This demonstration explains the benefits o your new home and how to maintain and care for it The demonstration takes approximately two hours.

F: Welcome to your new home

Our commitment to you:
When it comes to your moving in day, we will be there to welcome you and help you enjoy a smooth handover. We will make sure your new home is clean, tidy and ready for you. Together we will complete a handover certificate which confirms that your new home is in good order, that you have all your keys and the meters have been accurately read. We will give you a comprehensive handover pack which offers you advice on caring for your new home and contains all the relevant warranties. We will ensure you are fully informed about our Customer Care team and support services available for up to two years after you have purchased your new home.

Your role:
At this important stage we ask you to arrange a convenient time to receive the keys to your new home. Once the financial transactions are complete we can welcome you to your new home. You will need to complete a hand over certificate with your sales advisor and/or site manager. Please take the time to read and follow the guidelines in your hand over pack which will help you make the most of your new home.
Then simply move in and enjoy your new Pure Home!

G: Our continued support

Our commitment to you:
Prior to moving in you will have arranged a convenient appointment time for your courtesy visit. This visit is when your sales advisor notes down any minor ‘snags’ you may have which will be items that we haven’t got quite right or anything that is not working properly.
Once these have been rectified (normally within 28 days) then the site manager will ask you to sign off on these. You will then receive a call within a few days from our customer care team who will be happy to help and sup-port you during the remainder of your 2 year Pure Homes warranty. Your warranty runs for 2 years from the day you legally complete on your new home.
For your added peace of mind every Pure Home comes with a 10 year Local Authority Building Council (LABC) cover. We will also provide you with reliable information about all third party warranties and guarantees that come with your home, for items such as your kitchen and double glazing units.
As a valued customer we want to hear your views on your experience of purchasing and moving into a Pure Home. This helps us to continually improve our procedures and service. To achieve this we will ask you to complete our Customer Satisfaction Survey which high-lights any aspects of our service that you are particularly pleased with a well as areas where you believe improvement is needed.
We will tell you about our complaints procedures, including any services to help you resolve complaints about warranties. If a dispute arises, we will co-operate with appropriately qualified professional advisors appointed by you to help resolve any issues.

Your role:
Initially your site manager will be your point of contact but once you have agreed that any minor ‘snags’ from your courtesy visit have been resolved then please contact our Customer Care team during the remainder of your Pure Homes 2 year warranty.
Please complete our Customer Satisfaction Survey giving us your views on the quality of our service and your new Pure Home. We really value your feedback and use this information to monitor and improve our products and customer service.