Even after you’ve moved in we will still be on hand in case you need anything, we want to make sure everything is right in your new home. Our customer service team will get in touch shortly after you have moved in to see how you have settled in and answer any questions you may have.
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.
NHQC
If you made your reservation and paid on or after 8th April 2024, please click on New Homes Quality
Code
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 home owners 8 weeks
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 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 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
For information on our complaints procedure please click here
References to “we”, “us” or “our” are to the part of the Vistry Group (including Linden Homes, Bovis Homes, Countryside Homes, Drew Smith, Vistry Ventures or one of Vistry’s joint venture companies) from which you are intending to purchase a new home. References to "you” and “your” are to the prospective buyer or buyers of a new home from us.
All images are used for illustrative purposes only and are representative only. They may not be the same as the actual home you purchase and the specification may differ. Images may be of a slightly different model of home and may include optional upgrades and extras which involve additional cost. Individual features such as windows, brick, carpets, paint and other material colours may vary and also the specification of fittings may vary. Any furnishings and furniture are not included in any sale. Please check with our sales consultants for details of the exact specifications available at the development(s) for each type of home and the associated prices.
