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EXCEPTIONAL CUSTOMER SERVICE

At Arbora Homes, we are passionate about the homes we build and the sustainable communities we create. Our commitment and dedication to delivering high quality homes in aspirational locations extends to providing our customers with exceptional service throughout the home-buying process. This is outlined in our customer care charter.

We want you, our home owners, to truly embrace the future of living in an Arbora Homes community.

1. RESERVING YOUR HOME

Before reserving your new home, we will go through the specification and layout of your home and details of any pre-contractual information to enable you to make an informed decision.

2. SALES PROCESS

We will provide you with a friendly and informative sales process with support and guidance throughout.

3. LEGAL COMPLETION

On the day of legal completion, our sales advisor will welcome you to your new home.

4. HOME DEMONSTRATION

About one week before you move in, we will meet you for an onsite home demonstration. We will show you what to expect from your new home and how to look after it. Your home demonstration meeting takes approximately three hours and is important to attend as you receive all the information you need for a smooth move into your new home.

5. WELCOME PACK

On the day you move in, you will be met with a member of our Customer Care Team who will give you your Welcome Pack which also includes your Home Care Pack.

The pack provides you with all the information that you need, including a schedule of external and internal finishes, caring for and maintaining your new home, information about the Premier warranty, details of your utility suppliers, our Customer Care contact details, an introduction to CLIXIFIX our customer care portal, and details of our emergency out-of-hours service number.

6. COURTESY CHECK-INS

Shortly after you have moved in, we will make courtesy calls and visits to ensure you are happy with your new home and the service you are receiving.

7. DEFECTS WARRANTY

Arbora Homes provides an initial two-year warranty to guard against any defects. Your new home is also covered by a Premier Guarantee warranty scheme covering the structural integrity of your new home from years three to 10.

8. HEALTH & SAFETY

We will ensure you receive health and safety advice when you visit the development and when you have taken occupation of your new home.

9. EMERGENCY COVER

For peace of mind, we provide out-of-hours emergency cover seven days a week.

10. CUSTOMER COMPLAINTS

In the unlikely event that our customer care team have been unable to resolve any concerns, customers can follow our detailed customer complaints procedure.

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