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Supporting you

Our Customer Service teams are specially trained to deal with any issues you may have with your new home, big or small. Available five days a week, eight hours a day, our team will be on hand to help you, their only concern being your peace of mind.

You can expect regular contact from our Sales Progression team through every stage of the buying process, to ensure that you are happy and comfortable at each step. Feel free to reach out to them at any time with any questions; otherwise they will be in touch to update you on the progress of your purchase.

If it’s a development you are buying, our Sales Progression team will keep you informed of the build progress of your property, and your move-in date.

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Countryside Homes Vulnerable customer policy

At Countryside Homes we seek to provide high levels of service, tailored to individual needs and also look to provide the additional level of assistance that maybe required for vulnerable customers, in order to achieve a good outcome. However, it is not always easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a vulnerable customer, please notify us as soon as possible of your particular needs and the reasonable steps or adjustments that may be required, such as nominating someone to support you. You are encouraged to do this when you first make contact with us.

We also operate a vulnerable customer policy which is designed to ensure that the way we conduct our business does not have a detrimental impact upon vulnerable customers.

 

Moving in & beyond

Once you have moved into your new home, our friendly and responsive Customer Service teams will continue to be available to you for the first two years as part of your new home warranty and insurance.

The Customer Service team can be reached during normal office hours for any issues you may experience. You will also be provided with a 24-hour number to call in the event of an urgent problem, such as heating, plumbing or electrical issues.

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Your peace of mind

We hope you will enjoy total peace of mind and confidence when you choose to buy with us.

One way we help with this is through new home warranty and insurance cover, which comes with all our properties. You can also refer to the NHBC Buildmark documents (or your equivalent warranty) that you will be provided with during the buying process. This will include the full terms and exclusions of the cover for your home.

Our customers are also protected by the Consumer Code for Home Builders, which ensures buyers are treated fairly and given all the information and support you need.

Need a little advice?

Whether you are a first-time buyer or a current homeowner, we know that buying a new home can be a daunting experience.

That’s why we have a panel of recommended mortgage brokers and independent solicitors, all of whom have experience dealing with new-build homes and can provide help and advice each step of the way.

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