At Amberley Homes, we are committed to building high-quality homes and providing a first-class customer experience from your initial enquiry to long after you’ve moved in.
This Consumer Code sets out the standards and commitments we follow to ensure that every customer is treated fairly, honestly, and with transparency throughout the buying journey.
1. Our Commitment to You
Amberley Homes aims to make the process of buying a new home clear, fair, and stress-free.
We promise to:
- Provide accurate, honest, and reliable information at all stages.
- Ensure all marketing materials and communications are clear and not misleading.
- Offer professional support before, during, and after your purchase.
- Handle any concerns or complaints promptly and fairly.
- Comply fully with relevant laws, regulations, and consumer codes of practice, including the Consumer Code for Home Builders where applicable.
2. Before You Reserve a Home
We will ensure you have all the information you need to make an informed decision, including:
- A clear description of the property, location, and specification.
- Details of the price, reservation fee, and any optional extras.
- Information about any management charges or estate fees.
- Details of anticipated completion dates and build stages.
- Copies of relevant plans, drawings, and warranties (e.g. NHBC or similar).
You will never be pressured into making a purchase decision.
3. Reservation Agreement
When you decide to reserve a home with Amberley Homes, you will receive a Reservation Agreement that clearly sets out:
- The reservation fee amount and how it will be treated.
- What is included in the sale price and any extras.
- How long the reservation period lasts.
- The conditions under which your reservation fee may be refunded.
This ensures transparency and protects your interests before you exchange contracts.
4. Exchange of Contracts
Before exchange of contracts, you will be provided with:
- A clear contract of sale outlining all key terms.
- Information on deposit protection and how your funds are handled.
- Details of the expected build completion and handover dates.
- Guidance on your warranty cover and aftercare service.
We recommend that all purchasers appoint an independent solicitor or conveyancer to act on their behalf.
5. During Construction
While your new home is being built, we will:
- Keep you informed of progress through regular updates.
- Notify you promptly of any significant changes or delays.
- Allow site visits when it is safe to do so.
- Maintain high standards of build quality, safety, and workmanship.
Our team works closely with qualified site managers and contractors to ensure consistency and compliance with all relevant building regulations.
6. Completion and Handover
When your home is ready, we will:
- Carry out a final inspection to ensure quality and compliance.
- Invite you to a home demonstration to familiarise you with its features and systems.
- Provide a Homeowner Manual containing key documents such as warranties, service instructions, and contact details.
- Offer support with snagging issues and ensure any agreed remedial work is completed promptly.
We want you to feel fully informed and comfortable in your new home from day one.
7. After-Sales Service & Support
Our relationship doesn’t end when you move in. We provide:
- A dedicated Customer Care Team to handle all post-completion queries.
- A defects liability period (usually 2 years) where we will address any issues that arise.
- Full structural warranty cover (typically 10 years via NHBC, LABC, or similar).
- Guidance on how to report issues efficiently via our aftercare process.
We are committed to resolving issues in a timely and professional manner.
8. Complaints & Dispute Resolution
If you ever have a concern or complaint, we encourage you to raise it directly with our Customer Care Team.
We will:
- Acknowledge your complaint within 5 working days.
- Investigate and respond within 20 working days.
- Provide updates if a resolution takes longer.
If you remain unsatisfied after our internal process, you may escalate your complaint to an independent dispute resolution service (e.g. NHBC Resolution Service, Consumer Code Independent Dispute Resolution Scheme).
We will always act fairly and transparently to achieve a positive outcome.
9. Your Rights
As a customer, you have the right to:
- Receive clear and truthful information about your purchase.
- Be treated with respect and professionalism at all times.
- Expect your home to meet the quality standards outlined at reservation.
- Have your warranty and aftercare honoured as described.
- Raise complaints without prejudice or penalty.
We believe trust is earned through transparency, reliability, and consistent service — values that guide everything we do at Amberley Homes.
10. Continuous Improvement
Amberley Homes continually reviews its processes, build standards, and customer feedback to improve the buying experience.
We welcome feedback and take every opportunity to learn and enhance our service.