The First 28 Days

Within a week of moving in a member of our site management team visit customers to ensure they are settling into their new home. This is a chance to ask any questions regarding their property. Within the first 28 days any remedial work that is required will be agreed with our customers and attended to within the timescales provided. We always refer to the NHBC standards for tolerances and finishes.

Our Concierge Support

During the first weeks of living in a new home there will be lots of opportunities to add interior fittings and design touches. Often this will involve hanging pictures, mirrors and window treatments, small jobs that will seem so much easier with a little help. We therefore offer our customers the services of a complimentary concierge day which can be booked in at customers’ convenience to help with these finishing touches.

Property Information

We provide customers with private digital access to information about their property, its warranties and technical information, and the instruction manuals of the systems and services installed.

Any build defects that need to be rectified by us can be logged onto the same system and will be managed by our Customer Experience team through the Clixifix portal.

Peace of Mind 24/7

Burrington Estates provide all customers with 24-hour emergency cover for the first year from British Gas HomeCare. This should only be used in emergency situations when a response is needed straight away, covering electrical, heating and plumbing emergencies.

NHBC Survey

Excellent customer service and a professional experience for our customers is important to Burrington Estates. We value our customers’ views and feedback and ask them to complete the NHBC Customer Feedback Survey to help us continually improve our service. The survey will be issued to customers electronically once they are settled into your new home.

Management Companies

On some Burrington Estates developments there will be a resident Management Company that owns and maintains common areas. A straightforward legal process to formalise this is arranged by Burrington Estates once the final property is sold.

Warranty Period

Each of our new properties benefits from a 10-year structural warranty. For the first two years Burrington Estates will attend to any work required under the terms of the warranty. For full details of the warranty visit www.nhbc.co.uk/homeowners

Consumer Code for Homebuilders

The industry works to a published code that sets out many of the processes involved in the purchase of a new home and the information that it is required to provide to customers. The Consumer Code for Homebuilders is available at www.consumercode.co.uk

 

More on the Customer Journey

Reserving your new home

Explore the first stage of our customer journey, from when our customers reserve their new home through to meeting the site manager in the weeks before completion

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Ready to Move In

The second stage of the Customer journey starts with our quality assurance process and ends with legal completion and move in.

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Managing Issues

Burrington Estates pride itself on its high standards of product and professional service. But we also have clear processes to respond properly if we ever fall short of our customers' expectations

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