CUSTOMER CHARTER
Our promise to you
As a registered home builder, we comply with the Consumer Code for Home Builders, which is designed to make the new build buying process fair, transparent and supportive for customers.
Our Customer Charter sets out what you can expect from us, from choosing and reserving your home through to legal completion, moving in and the support you receive afterwards.
FINDING THE ONE
Choosing your new home
Give you clear and accurate information
Our sales, marketing and advertising will be clear and truthful, giving you the information you need to make an informed decision about your new home.
Be open about what you're buying
We'll clearly explain your home's specification, what's included, its tenure, relevant development information and any applicable management arrangements or associated costs.
Support you in making your own decisions
We'll recommend that you appoint an independent legal adviser to represent your interests. Where we introduce other professionals, we'll explain any relevant relationships, fees or commissions in line with the Consumer Code.
MAKING IT YOURS
Reserving your home
Explain your reservation clearly
Your Reservation Agreement will set out the key terms of your purchase, including the Reservation Fee, purchase price, reservation period and cancellation rights. You'll also have a 14-day cooling-off period, during which you can cancel your reservation and receive a full refund of your Reservation Fee.
Protect the money you pay
We'll explain how your Reservation Fee, Contract Deposit and any other pre-payments are protected.
Tell you about significant changes
If a major change is proposed to the design, construction or materials of your home after reservation, we'll tell you in writing and explain what it means for your purchase.
NEARLY HOME
Getting ready to move
Keep you informed
We'll let you know who to contact throughout your purchase and keep you updated on the progress of your new home, including realistic information about anticipated build completion, Legal Completion and handover.
Give you peace of mind
We'll explain the New Home Warranty that applies to your home, including the cover it provides and details of the relevant Home Warranty Body.
Put your safety first
If you visit your home or development while construction is underway, we'll explain the health and safety requirements you need to follow.
Prepare you for moving in
Before Legal Completion, you'll have the opportunity to arrange a Pre Completion Inspection. We'll also provide a New Home Demonstration and the important information you need before collecting your keys.
ONCE YOU'RE HOME
After you've moved in
Be here when you need us
Our support doesn't end when we hand over your keys. We'll explain our after sales service, how to contact our Customer Service team and the warranties and guarantees that apply to your home.
Listen and put things right
If something doesn't go as expected, we'll make our complaints procedure clear and explain how to raise or escalate a concern. Where a matter can't be resolved, we'll also explain the independent dispute resolution options available to you.
Already a customer?
If you’ve already purchased a Harron home and need help, our Customer Service team is here for you. Whether you have a question about your home, need to report an issue or simply want to know who to contact, you’ll find everything you need on our Customer Service page.