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.

1. Provide you with the New Homes Quality Code and adhere to the requirements it places upon us.

2. Provide you with clear and detailed information about your new home, plus the choices and options available to you.

3. Provide trained and knowledgeable staff to assist you in the buying process.

4. Provide you with updates, at agreed intervals, on the progress of build, physical completion and occupation dates.

5. Provide you with health and safety advice to minimise the risk of danger from construction works, when visiting the development and after you have moved into your new home.

6. Provide you with the opportunity to undertake a pre-completion inspection of your new home or for you to appoint a suitable qualified inspector to carry out the inspection.

7. Undertake a demonstration of the many features of your new home before you move in and provide documentation about running in and maintenance.

8. Provide you with a statement of incomplete work on the development and indicative timescales for completion, for example, roads, open spaces, recreational areas and landscaping.

9. Provide you with an easily accessible and efficient after-sales service (including emergency out of hours cover) for handling issues, enquiries and complaints; endeavouring to resolve warranty issues within one calendar month.

10. Provide you with advice on the NHBC warranty and insurance policy and other warranties from manufacturers from which you will benefit.

11. Facilitate independent satisfaction surveys so that you can feedback to us how we are performing.

As your homebuilder, we’re committed to supporting you and keeping our communication channels and online spaces safe, helpful and respectful for everyone. To help us do that, please note:

• Social media use
We welcome feedback and questions on our social channels. To ensure conversations stay constructive and manageable for all customers, repeated or excessive posting (including duplicate messages across multiple posts) may result in access to our platforms being limited or suspended. We also ask that contact remains reasonable and proportionate.

 

• Filming and sharing videos
We respect the privacy of our colleagues. If you would intend to film or record one of our employees, please make sure you have their explicit consent first. For Redrow customers, this also applies to sharing any Customer Communication Videos we send you. Where content is shared or published without individual consent, we will request its removal, remove it from our social channels, and take appropriate steps to protect our colleagues.

 

• Respectful communication
We will always treat our customers with respect and courtesy, and we kindly ask the same for our colleagues and working partners. Abusive, threatening or inflammatory language or behaviour is not acceptable. If this occurs, we may need to take steps to protect our team, which could include limiting or ending communication through certain channels.