Once a reservation fee has been paid, a customer’s chosen property will be reserved for 28 days.

During this period the price will be fixed, and we will not enter into a new reservation agreement with another customer. The customer’s solicitor will need to exchange contracts within this period. Any extension to this time must be agreed by Burrington Estates and confirmed by the solicitor to prevent the property being re marketed.

Our Service to You

Once a customer has reserved a new home, we provide a dedicated Customer Experience Executive to help guide them from reservation through to moving in.

The Customer Experience Executive keeps customers informed of the build progress of their new home. Customers are offered two accompanied site visits during construction; a "Meet the Site Manager" visit that takes place before a new home is dry-lined, and a "Home Demonstration" visit that takes place while the new home is being decorated.

Specification Choices and Premium Upgrades

Once a home is reserved customers can personalise the interior finishes with choices from our range and choose alternative upgrade packages to further style your property, subject to the stage of build.

The specification of each new home is set out in the specification section of the sales brochure.

Exchange of Contracts

Prior to exchange of contracts, we will complete a checklist with each customer to ensure that we have provided them with all the important information about their new home. Customers should ensure that searches are complete, that a mortgage offer is secured, or that funds are in place. Customers will also be provided with a provisional date for completion and they should ensure they are satisfied with and understand all the details of the contract.

The customer’s Solicitor will require an exchange deposit of 10% of the final purchase price (5% For Help to Buy purchasers).

Estimated Completion

Customers will be given an estimated legal completion date at reservation, and an update will be given upon exchange of contracts. On occasion matters beyond our reasonable control, such as inclement weather, may delay build and we will notify customers of any estimated date moves by more than one calendar month.

The industry Consumer Code 2019 requires that a realistic time frame for completion is provided at exchange of contracts. Between the stages of foundation to full weatherproofing a season is given as a build window. Once fully weatherproofed, a calendar month is given for completion.

Meet the Site Manager

Our Customer Experience Executives will arrange a Meet the Site Manager appointment for all customers. During this one-to-one appointment they will be shown around their new home and have the chance to discuss any technical details and key features of the build.

Access to areas of construction is prohibited without prior authorisation, and customers are required to be accompanied by a Burrington Estates team member and to wear suitable protection.

Compliance with all Health and Safety guidance provided during site visits is the responsibility of the individual customer.

More on the Customer Journey

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.

Find out more

Our Continued Support

The third stage of our customer journey takes customers through the first 28-days in their new home and into our on-going commitment to them as members of our community

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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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