This Customer Charter describes our commitment to providing you with a first class service in every respect, which includes the procedures and information relevant to you at each stage of your purchase.
Please click here to download a PDF copy of our Customer Charter.
Please click here to download a PDF copy of our Customer Complaints Policy.
Our Customer Charter commitments do not affect your statutory rights. A printed copy of this Customer Charter will be provided upon request. You will automatically receive a copy when you reserve a property. We have a policy of continuous improvement in the quality of the product and service we offer to our customers. Purchasers will be provided with the opportunity to measure our performance through an external research company. For Home Buyers who have special needs (for example, if your first language is not English or you have impaired sight) we will provide our Customer Charter or the Consumer Code in alternative formats, please contact our sales team to make your request.
Tell us what you think...
We truly wish to become the best housebuilder in the industry and we recognise this can only be achieved by listening to our customers, finding out about their needs and learning from our mistakes.
For this reason, shortly after legal completion, you will receive a letter from the Managing Director of the Linden Homes company that built your home inviting you to complete a Customer Satisfaction Questionnaire.
We would be very grateful if you would take the time to complete this questionnaire, whether you are entirely happy or not with your new home or the service we have provided.
You can be assured, the feedback we get is analysed within the company and all individual comments are taken on board. Constructive criticism, as well as positive suggestions, are equally important to us.
Significant changes to our procedures have already been put in place as a result of the feedback we have had from our customers and we will continue to strive to get better at what we do. We look forward to receiving your completed Questionnaire.
Why not see what some of our other customers think of us? Click here.
We won't suddenly disappear! We will keep in touch and make sure that your experience of living in a new Linden home is as enjoyable as you hoped. We are only ever a phone call away.
While we try to ensure there will be no problems after you move into your new home, they do sometimes unfortunately occur.
We will give you details of the members of our Customer Services Team so you know who to speak to. If any remedial work is necessary, it will be attended to within the hours of 8.30am–5.30pm, Monday– Friday. You will also be given details of an emergency service provider if anything should occur outside normal office working hours.
Non-emergency Service Calls
If any defects are identified at handover, or within the next few days, we will aim to rectify them, subject to availability of materials and you being able to give us access within fourteen days thereafter.
These we define as problems which are, or seem to be, harmful to your health and safety or security or immediately harmful to your new home.
Things we do not cover are:
Click here to contact our Customer Service Team