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Llanmoor Homes Customer Charter

Llanmoor Homes we aim to make your purchasing experience as enjoyable and informative as possible from initial enquiry, through to reservation, completion and after you have moved in to your new Llanmoor Home.

The charter aims to describe the standards and levels of service you can expect throughout the whole process and beyond:

Prior to reserving your new home, we will provide you with full details and clear information as to the design and specification of your chosen house design, together with a copy of the site layout plan showing the surrounding area of our development, any event fees for which you will be liable (such as consent fees for extensions or alterations) and an estimate of any management fees to which you will be committed. A great deal of further information will also be provided to you in order to enable you to make an informed decision to purchase.

Our friendly and knowledgeable Sales Advisors will assist you with any questions you may have both prior to you proceeding to reservation and throughout your purchase and will advise you of the choices and options available on your new home.

We will be available to answer any questions you may have and will provide you with any relevant contact details. We will give you a clear description of the purchasing process, together with details of how to cancel your reservation should you no longer wish to or be unable to proceed with your purchase. Your reservation will be subject to a 14 calendar day cooling off period within which you can cancel your reservation and receive a full refund of the £500.00 reservation fee. Following the cooling off period, in the event that you cancel your reservation we will pay your reservation fee back less our reasonable administrative and other costs incurred in processing and holding the reservation. The range of deductions will be between £300.00 and the whole £500.00 dependant upon the time between the placing of the reservation and the 28 calendar day contract exchange date.

Your reservation fee and any deposit you have paid at the time of contract exchange will be protected in the event that the Company were to go out of business.

We will provide you with Health & Safety advice to minimise the risk of danger during the construction of your home and in the use of your home following occupation.

We will provide you with information as to the initial two year warranty provided by Llanmoor Homes to cover your new home from defects through workmanship or materials. Your new home is also covered by the industry regulated 10 year NHBC Buildmark Cover (or other warranty provider).

We will provide you with information relating to manufacturers guarantees on the products within your home, such as the kitchen appliances, domestic sprinkler system, window frames, external doors and many other products used to construct your home.

We will keep you regularly informed as to progress of your new home and provide you with our best estimates as to when we anticipate your home will be ready for inspection and occupation.

A home demonstration visit of your new home with our Customer Care Manager, Site Manager and/or Sales Advisor will be arranged before you move in, giving you a room by room tour of your home and a demonstration of the appliances and fittings. This demonstration visit can be attended by yourself and/or your professional advisor.

We will inform you about the after sales service we provide and how to report any problems you may experience with your home in the correct method. The Company will follow the requirements of the Consumer Code as to response times to any complaints relating to your home or any other complaints relating to the level of service that you may have received. Should you be dissatisfied with the aftercare you receive you can make a complaint under our formal complaints procedure. If the complaint becomes a formal dispute you may refer it directly to the Warranty provider by way of resolution request and/or to the independent dispute resolution scheme.

Our Site Manager will contact you four weeks following your occupation in order to ensure that you are happy with your new home and to assist you with any further questions or concerns that you may have as to your brand new home.

You will be provided with a copy of the Company full Customer Charter in the event that you proceed to Reservation or if requested at any time. The full Customer Charter is also available at our website.

Consumer Code for Home Builders

See the Consumer Code for Home Builders Guide


To download the full customer charter, please click below:

Download customer charter

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