As a premium homebuilding company, we want you to have absolute confidence when buying a new home from us. That’s why we’ve created a list of rules that every Redrow employee is trained to adhere to. We call it the Redrow Customer Charter.

At Redrow, we are committed to delivering a quality service to you, our customer, throughout the whole homebuying process and beyond.

We also comply with the requirements of the New Homes Quality Board Code of Practice* which is displayed in our Customer Experience Suites and is available in the reservation pack issued to you when you begin the process of buying a new home.

*Appropriate for all homes reserved after October 4th 2022, for reservations prior to this the relevant Consumer Code will be available to you within your reservation documentation.

• Provide you with full details and clear information about your chosen home.
• Provide trained and knowledgeable staff to assist you in the buying process.
• Be available to answer any questions you may have and will provide you with any relevant contact details.
• Assist you during the selection of Standard Choices and Optional Extras for your new home.
• Provide you with health and safety advice to minimise the risk of danger during construction and in the use of your new home after you move in.
• Provide you with reliable information about the Buildmark Cover, and any other cover from which you may benefit.
• Keep you fully informed about the completion and occupation of your new home.
• Ensure that the functions and facilities of your home are demonstrated to you prior to moving in.
• Inform you about the after-sales service we provide, as set out in the Home Buyer Guide. Our aim is to deal effectively and efficiently with both routine service matters and with any emergencies.
• Provide you with access to our complaints policy should you become dissatisfied with any part of your experience of dealing with us.
• Provide you with the opportunity to view your completed home once notice has been served.

• Repeated or 'spam' posting onto our social media channels may result in your access on these platforms being suspended or removed. Unreasonable, persistent contact is also unacceptable.
• Should you wish to film one of our employees you must have their explicit consent. This also applies to sharing Customer Communication Videos which have been sent to you. If a colleague is filmed or a video shared without individual consent we have the right to remove this from any social channels and take further action to protect our colleagues.
• We will always treat our customers with respect and civility and ask that you show our colleagues and working partners the same courtesy. Abusive, threatening or otherwise incendiary language and behaviour towards our team is not acceptable. In the event this occurs we may be forced to take whatever measures we deem necessary to protect our colleagues, including ceasing communication.