Customer Charter

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McCarthy & Stones Customer Charter

McCarthy & Stone is committed to making your move a pleasant experience.

We want you to enjoy your new home.

We follow the Code of Conduct produced by the National House Building Council (NHBC), the House Builders Federation (HBF) and Homes for Scotland (HFS) that sets out standards of good practice in customer service; a copy of the Code is available on request. The standards set by the Code are reflected in our Customer Charter, which sets out our commitments to you, our customer.

We will:

Be honest in all our communication and contact with you
Ensure our Contract of Sale (England/Wales) and Builders Missives (Scotland) are clear and fair
Ensure you have all the information you need about our developments and individual apartments
Keep you informed throughout the purchasing process
Provide help and advice with selling your present home
Complete your apartment to an agreed standard and specification and make sure it is clean and ready for you on the day of your move
Introduce you to the House Manager and explain the operation of all appliances and equipment
Explain the after-sales procedures from which you will benefit
Respond to any concerns you have about your apartment or the building promptly and co-operate with any third party professionals you may appoint
Provide for the building, gardens and communal areas to be well maintained
Do our best to arrange help if needed

McCarthy & Stone is an award winning builder and all our properties benefit from the NHBC ‘Buildmark' cover - a further assurance of quality

This Charter does not affect your statutory rights

McCarthy and Stone Customer Charter - England and Wales 443.87 Kb
McCarthy and Stone Customer Charter - Scotland 373.14 Kb