Customer Care

Customer Care

Customer Care

We don’t just build outstanding new homes, we’ve built our reputation on exceptional customer service. Buying a new home is a big decision. We’re committed to making the experience as straightforward, friendly and hassle-free as possible. We’ll make you feel at home long before you move in.

Our Commitment to You

Our dedicated sales team will be on hand to offer advice and guidance throughout the process. We’ll stay in touch to answer any questions,
give you regular updates on the build and confirm progress towards legal completion.

We will provide:

  • Comprehensive information about your new home and our customer care services.
  • Documentation to help guide you through the different stages of buying your new home, running and maintaining it.
  • The Consumer Code for Home Builders, which we’ll adhere to throughout the process.
  • Regular updates about the progress of construction, legal completion and occupation dates.
  • Information about the choices and options available to you.
  • A demonstration of your new home’s features before you move in.
  • Advice on your NHBC Buildmark or Premier Guarantee warranty,and all other manufacturers’ warranties.
  • Helpful and efficient after-sales service, including emergency out-of-hours cover.
  • A Satisfaction Survey so you can let us know about your experience.

The Consumer Code for Home Builders

The Consumer Code for Home Builders came into effect in 2010 and applies to all home builders registered with the UK’s main new home warranty bodies; NHBC, Premier Guarantee and LABC Warranty. The scheme ensures buyers are better informed than ever before about all the important aspects of their property including service levels and build timescales.

The code protects the rights of new home buyers. It demands that all buyers are treated fairly, understand their rights, know what levels of service to expect and are fully informed about their purchase before and after signing a contract. It also ensures buyers know how to access speedy, low-cost dispute resolution arrangements to deal with any complaints about breaches of the code. The code covers every stage of the process, from pre-contract to exchange and occupation.

The code reinforces best practice among home builders to encourage a consistently high level of information and customer service. Autograph Homes is proud to adhere strictly to all terms of the code in every customer relationships.

For more information about the code, visit

Help to Buy

Help to Buy equity loan assistance could make your new Autograph home even more affordable. Help to Buy is a Government initiative for homebuyers who need help with their deposit. The Government lends up to 20% of the cost of your new home, so you can get a 75% mortgage with as little as a 5% deposit up front, plus you don’t pay any fees for the first five years of the loan.

You can find out more about the Help to Buy scheme at

Quality Guaranteed

Outstanding quality is our hallmark. Every Autograph home is built to the highest standard by handpicked, experienced tradespeople and carefully inspected before you move in.

For added peace of mind your new home will be covered by on of the UK’s leading new home warranty organisations.


NHBC is the UK’s leading independent standard setting body, providing construction warranty and insurance for new homes. The NHBC Buildmark is the preeminent new homes warranty, currently protecting over 1.6 million properties nationwide. You can find out more at

Premier Guarantee

Premier Guarantee provides flexible warranties and building control for new property builders and developers. Premier Guarantee is one of the UK's primary warranty providers, recognised by the majority of mortgage lenders. Discover more at

Full details of your policy will be provided on reservation. In addition, all of your appliances will be covered by manufacturers’ warranties for a minimum of two years.

Your New Home

On the big day, we’ll be there to help you move in and answer any last-minute questions. We’ll have a Welcome Pack ready for you, including home owners’ information, a welcome gift and, of course, the keys to your new home.

We’ll also give you a form to log any teething problems that might pop up over the first few weeks. After a month, you simply send the form to our customer care team and we’ll aim to complete any agreed fixes within a confirmed timeframe.