Customer Care
We don’t just build outstanding new homes, we’ve built our reputation on exceptional customer service. 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
The Autograph Homes Customer Care Charter sets out, step-by-step, the path to purchasing your new home. From the moment you make an enquiry, we promise to provide a welcoming, professional and courteous service, and to answer all your questions promptly and accurately.
1. Reservation
Once you’ve transferred the reservation fee, your new home will be reserved for 28 days. The price will be fixed and we’ll take the property off the market.
2. Dedicated sales team
Our dedicated sales team will be on hand to answer your questions, offer advice and guidance, help you with specification choices and upgrades, and give you regular updates on the build and progress towards completion.
3. Specification choice and upgrades
Once you’ve transferred the reservation fee, your new home will be reserved for 28 days. The price will be fixed and we’ll take the property off the market.
4. Estimated completion
You’ll be given an estimated completion date when you reserve. It’s our best estimate, but it may be subject to change due to factors beyond our control. If significant delays are anticipated, we’ll let you know as soon as possible, and we’ll update the estimate at contract exchange.
5. Information at exchange of contracts
Between reservation and exchange, we’ll provide a checklist confirming important information about your home. To avoid any misunderstandings, your legal representative should confirm in writing any verbal commitments you are relying on. If everything’s as expected, your solicitor will ask you to sign the contract and arrange payment for the balance of your deposit.
6. Quality checks
Your new home will be checked comprehensively to ensure our high standards are met, before and after being inspected by Building Control and the warranty provider.
7. Pre-occupation inspection
Before you complete, we’ll arrange a full tour of your property and a demonstration of all appliances, heating and hot water systems. You’ll also get the chance to inspect all cosmetic finishes, like kitchens, work surfaces, sanitaryware, glass and flooring.
8. Notice to legally complete
When your new home is ready for occupation, our solicitor will serve the notice to complete. You can move in 14 days after the notice is served.
9. Moving in
Once our solicitors receive the competition payment, a member of our team will meet you at your new home to take meter readings, hand you the keys and answer any last minute questions.
10. Your homeowner’s manual
We’ll give you a comprehensive homeowner’s manual, detailing your home and offering advice on how best to maintain it. You’ll find information about your home’s facilities, instruction manuals and warranties, together with a description of the systems and utility services installed at the property.
11. 14-day inspection report
A fortnight after legal completion, your 14-day inspection report is an opportunity to tell us about any minor issues you may have noticed around your home.
12. Customer Satisfaction Survey
Around four weeks after completion, you’ll receive an email questionnaire asking about your experience of buying and living in your new Autograph Home. We’re grateful for your feedback.
13. 24/7 peace of mind
We provide all our customers with a 24-hour, out of hours number in case of emergencies.
14. Warranty period
Your new autograph home comes with a 10-year structural warranty. Should you need to make a claim, for the first two years you can contact us, thereafter you’ll need to get in touch with the warranty provider.
15. Health and safety
Building sites can be dangerous places. Access to construction areas is prohibited without prior authorisation. You must be accompanied on site visits and wear suitable protection. Compliance with all health and safety policies is the responsibility of the individual.
