Our Customer Commitment

Customer Charter - A Commitment to Our Customers

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.

  • Procedures and systems are in place to meet all the commitments we have made in this Charter
  • Our team is trained to understand their responsibilities to you, the customer, and to know exactly what the charter means to you and us
  • You'll be provided with information to enable you to make an informed decision about buying the property
  • Our Sales Team will be on hand to answer your questions
  • There may be choices and options available to you when you buy and we will make sure you are aware of them
  • Health & Safety advice will be provided to minimise the risk of danger, when visiting the development during construction and when living in your new home
  • We aim to provide accurate and truthful information in all our marketing and advertising material
  • Our contract-of-sale terms and conditions are fair and clearly set out
  • You will also have our cancellation policy made clear to you
  • Your purchase is covered by the NHBC Buildmark Warranty and we will provide you with reliable information concerning this and any other guarantees and warranties from which you may benefit
  • Your exchange deposit is protected and we'll explain how. We also recommend that you appoint a professional legal advisor to carry out the legal formalities of buying the property and to represent your interests
  • Information about the timing, (our best estimate) of construction, legal completion and handover of the property will be provided. Once a completion date is confirmed we will offer you a demonstration of your new home
  • Our after-sales and customer service procedures will be explained to you in detail
  • There are procedures in place for dealing with customer complaints, including those concerning warranties, and we will cooperate fully with appropriately qualified professional advisors
Step Up

Please click here to download a PDF copy of our Customer Charter.

Step Up

Please click here to download a PDF copy of our Customer Complaints Policy.

More information?

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.

Customer Satisfaction Survey

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.

Two Year Warranty

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:

  • Normal shrinkage cracking which can be reasonably expected during the drying out period of the property
  • Wear and tear through the use of your new home
  • Things such as storm damage which are normally covered by the household insurance. You should approach your Insurer in the first instance
  • Damage caused by neglect or failure to follow operating instructions, or lack of maintenance

Click here to contact our Customer Service Team

Did you know?

We only use composite front doors which are insulated to lessen heat loss from our homes.

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