Lovell Customer Charter

At Lovell, we believe that buying a new home should be a pleasurable experience and we therefore do everything we can to make the process as simple and as straightforward as possible.

Our staff are encouraged to provide a high level of service and our Customer Charter sets out our commitment to you, our customer.

Our Customer Charter assures:

Consumer Code for Home Builders

Lovell Partnerships will comply with the Consumer Code for Home Builders and adopt the standards of good practice, procedures and information given. We feel strongly that home buyers are treated fairly, know what level of service to expect and are given reliable information upon which to make their decisions.

Lovell Homeowner Manual

When you reserve a new Lovell home, you will receive the first part of your Homeowner Manual. This manual has been produced to assist you through the different stages of your purchase. When you legally complete, part two will be added and this section will provide you with a point of reference after you have moved in.

Regular contact

Our Sales Staff are trained to offer you expert guidance during the process of buying your new home. You will be contacted to keep you informed of the progress of your new home and our Sales team will respond efficiently to any queries you may have.

Choices

Subject to development and the stage of construction, Lovell homes are offered with a choice of standard fixtures and fittings and the opportunity to select from our ‘Inspirations’ range will also be made available.

Home Demonstration

Before you move in, we will arrange for a member of our Customer Care Team to meet you at your new home to demonstrate the fixtures, fittings and appliances fitted to ensure you are familiar with their operation.

Courtesy Call

A few days after you have legally completed, a member of our staff will contact you to ensure that all is well with your new home.

Customer Care

We will inform you about the after-sales care we provide. We aim to deal efficiently and effectively with both routine service matters and with any emergencies.

Emergency Cover

We provide a Customer Hotline number to contact in the case of emergency out of normal business hours in the event there is a failure of any service supply – electricity, water or gas.

Ten Year Warranty Cover

We will provide you with information about the Buildmark cover or another other cover which you will benefit from.