Linden Homes Vulnerable Customer Policy

At Linden 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.

Code Compliance

We want every stage of your customer experience with us to be a good one, starting from your initial enquiry right through to moving into and living in your new home. To support this we follow consumer codes, the relevant code for your home purchase depends on when you reserved your home.

Customer Satisfaction Survey

Feedback from our customers is important to us. We want to make sure that everyone is completely satisfied with the way we’ve managed the process of building and selling new homes. Our wish, too, is that each new Linden home will meet or, better still, exceed expectations. If there is anything we have done or neglected to do which has caused concern or upset, we’d like to know about it so that we can improve our practice in the future.

NHBC, on behalf of the House Building Federation, sends out a survey to all new homeowners 8 weeks and 9 months after legal completion. Please take the time to fill it in. We take your responses seriously and will incorporate everything we learn into the way we work and into our staff training.

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 because 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 and would like to thank you in advance for taking the time.

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.

Emergencies

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.

Exclusions

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

Customer Complaints Procedure

For information on our complaints procedure please click here