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Customer Charter

Imperial Homes are committed to delivering excellent customer service, ensuring you are satisfied at all stages of your purchase.

  • We appreciate how exciting is it buying your new home, and we put various measures in place in order to protect your safety. We therefore politely request that you pre-arrange all site inspections. Imperial Homes follow strict health and safety guidelines during the construction phase of our projects, we will outline these during your reservation meeting.

  • Prior to Imperial Homes accepting your reservation, we will require your offer to be financially qualified by Threshold Mortgage Advise (our appointed broker). This is a requirement, whether you are purchasing with or without a mortgage. The process is hassle free, and will enable us to confidently promote you as a suitable buyer to the board of directors. Kevin Brading can be reached on 03300 249 115 or 07519 126047

  • Upon acceptance of your reservation, we will issue you with our Sales Manual. Each Sales Manual contains a copy of the reservation checklist, this details the Consumer Code for New Home Builders. We ensure the Consumer Code for New Home Builders is always available for you to view, a copy is held in our board room. Alternatively, you can review the information by following the below link.

  • Our sales team will provide you with detailed, fair and reliable pre-contract information to ensure that you can make an informed decision when buying one of our properties. This information will include a written Reservation Agreement, an explanation of the Warranty, and details of any management or services charges.

  • If your property is still under construction, we will provide you with an opportunity to discuss and review the working drawings. We will then discuss the layout, plot position and specification of your property.

  • You will be advised who to contact at every stage of your purchase, and how our team will deal with your queries.

  • Advise you to appoint your own legal advisor, who will act on your behalf, with your best interest in mind, during the conveyancing process.

  • Explain your contract deposits, any other payments and how these are protected and dealt with.

  • Our sales team will provide you with reliable and regular updates about the estimated timing of your build. It is at this stage we will be able to offer you an indicative date for practical completion. Once a completion date has been agreed, we will ensure that transfer of ownership takes place, and that all the features of your new home have been demonstrated to you.

  • We will inform you of our complaints handling procedure, providing information of the dispute resolution services available, if you are not satisfied.

  • Imperial Homes provide every buyer with a comprehensive after sales service, with details of what the service includes, who to contact, and what guarantees apply to your home.

  • As an Imperial Homes purchaser, you will benefit from a 10 year Advantage Structural Warranty
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