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customer charter

Our customer charter

Our promise to you...

We value you as a customer and our commitment is to provide you with a high quality home that you are proud of. We will make the process as easy as possible and will always be polite, professional, punctual, pro-active and presentable.


We aim to making buying a new home an enjoyable experience

  • We will be on hand throughout to provide you with advice and support, with one point of contact throughout to make it easy. We will provide you with as much information as possible about what to expect at each stage of the process. We aim to provide information that is accurate, clear and up to date. 
  • We provide high quality homes with superior finishes and superior designed kitchens.
  • Our aim is to provide you with all the information you require to make an informed choice. This includes our brochure showing details of our homes with floor plans, specification, a written reservation agreement, details of our Home Warranty cover and details of any management or factoring fees which may apply to individual developments.
  • We recommend that you appoint a professional legal advisor to carry out all legal aspects of your home purchase and represent your interests throughout.


We promote professional standards

  • Our staff will provide a high level of customer service and offer every support and assistance. We strive to continually improve our service to you and we welcome feedback. We ensure that our sales consultants and customer service staff receive full training to ensure they are friendly, helpful, professional and knowledgeable and understand our commitment to providing high quality customer care.
  • Should there be any delays due to inclement weather or delays in materials, we will keep you informed.
  • We will communicate with your solicitors and other bodies to provide all information required to complete your purchase. We will provide your solicitors with a written contract giving full terms and conditions of sale including termination clauses.
  • When you visit our developments your health and safety are of prime importance. Therefore we will inform you of any precautions to be taken before visiting any area where work is in progress. Additional health and safety information will be provided when you reserve your new home on how to live safely in an active development. Please note that children may not be permitted onto active sites to ensure their safety.
  • We do our utmost to ensure that our marketing and advertising materials are accurate and reflect our product in a clear and honest manner, complying and adhering to legislation.
  • When you reserve a home with us, we will provide you with a reservation agreement that details the terms of your reservation, including details of the reservation fee, property details, selling price and term that the price is valid. Details of any management or factoring fees as well as terms and conditions for cancellation of your reservation, will also be provided.


Our service promise

  • We will ensure that your new home is clean and ready for you to move in and enjoy. Our commitment to you continues once you move in with our two year guarantee and NHBC Buildmark 10 year structural warranty.
  • We aim to respond to you as quickly as possible should you have any queries and provide you with information or responses as requested in a professional efficient manner. Contact details for our customer care team will be provided in the Stewart Milne Guide to Living in Your New Home, provided when you move into your new home.
  • If there are any remedial works to be completed, we aim to arrange the work at times to suit you during normal working hours, as fast as is possible. We will provide you with a personal contact who will assist you with any queries and agree a time for completing works which may depend on availability of materials required.
  • Our maintenance staff will arrive on time and provide identification. We will respect your privacy and carry out all works in accordance with approved risk assessments and method statements, for your safety, security and peace of mind.
  • We will respond to emergency calls as fast as possible and aim to contain emergency situations on the same day.
  • We will respond to any requests for remedial items within two working days and aim to resolve those items within 28 days, depending on the availability of materials. As far as possible, we will ensure that any remedial work is carried out in one visit, as quickly as possible, while adhering to our high standards of service and quality. 
  • Should you need our services, our appointed skilled trades will not smoke in or around your home, will wear shoe covers at all times and dust sheets throughout your home where required. They will cover any furniture, where required and clean up work areas before leaving your home.


Our mission

  • Our aim is to get it right, first time, every time. We seek to continually improve our standards and all aspects of our service to you.
  • We adopt the principles and good practice of the Consumer Code for Home Builders Scheme.