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Customer Service Charter

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  • We aim to answer every call to Head Office within 3 rings. At peak times calls may be forwarded to voice mail. On average calls are returned within 30 minutes.
  • Your snagging inspection will be booked at a convenient time & date & the details will be notified to you in writing. Your advisor will arrive punctually & we will endeavour to notify you of any unforeseen delays.
  • Your snagging report will be sent to you within 1 - 2 working days by e-mail. This will be forwarded to your new home developer / builder as soon as your approval has been received.
  • Our support service starts as soon as your appointment has taken place, to assist you with any queries and to provide you with advice.
  • The support service includes advice and support via telephone and e-mail to assist you in your dealings with your new build developer / builder and warranty provider.
  • We endeavour to respond to all contact within 24 hours, but please note that this may not always be possible, especially if we need to liaise with a third party.
  • Advice provided by New Home Advisor is always intended to help you to negotiate an amicable resolution with your developer / builder.
  • You must allow your developer / builder reasonable access to enable them to complete remedial works and for our advice service to operate effectively.
  • New Home Advisor can offer an opinion on compensation claims, based on professional experience, but are unable to offer any legal advice.
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