Customer Charter

We comply with the Consumer Code for Home Builders and adopt its standards of good practice, procedures and information-giving. Homebuyers should be treated fairly, know what level of service to expect and receive reliable information before making decisions.

When you reserve your new Lovell home, you’ll receive the first part of your Homeowner Manual which guides you through the different stages of buying a house. When you legally complete, we’ll send you part two which is full of information for after you’ve moved in.

Our sales staff are trained to offer you expert guidance during the home-buying process. We’ll keep in touch so you know how your home is progressing and respond efficiently to your queries.

Depending on the development and the stage of construction, you can choose from a range of different fixtures and fittings to make your new home your own.

Before you move in, one of our customer service team will meet you at your new house to talk you through the fixtures, fittings and appliances.

A few days after you have legally completed, one of our team will contact you to check you’re happy with your new home.

We will inform you about our after-sales service. We aim to deal efficiently and effectively with routine service matters and any emergencies.

We provide an emergency Customer Hotline number for you in the event of any electricity, water or gas failure.

We’ll give you information about the NHBC Buildmark cover that comes with your new home.

Or you can visit www.NHBC.co.uk/homeowners