Our Customer Commitment
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.
Vulnerable Customer Policy
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.
Consumer Codes
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.
If you made your reservation and paid on or after 8th April 2024, your home is covered under the New Homes Quality Code
Drew Smith is a registered developer with the New Homes Quality Board (NHQB).
The New Homes Quality Code (NHQC) sets out the requirements for housebuilders to meet, in terms of clear information throughout your Customer Journey, the quality of your home and the quality of the service we provide.
You can find details of the NHQC at www.nhqb.org.uk
Who does the New Homes Quality Code cover?
The Code currently covers anyone who is buying, or intends to buy, a new home which they will live in, or give to another person. If the new home is being bought by more than one person jointly, the Code applies to all the joint customers.
The Code doesn’t currently apply to anyone buying as an investment to let out, nor does it apply to anyone buying through a shared equity or shared ownership scheme. Whilst the NHQB have started work on considering these groups, they are not currently included.
Other areas which are not covered by the code are claims for loss of property value or blight (where a property falls in value or becomes difficult to sell because of major public work in the area), personal injury or claims that are not covered by the scheme rules of the New Homes Ombudsman Service (see below).
What happens if a developer fails to comply?
There is a New Homes Ombudsman Service (NHOS) in place to ensure that developers comply with all elements of the Code. This enables customers to raise issues where they feel that the developer has not provided the service levels required.
Before going to the Ombudsman, you must have exhausted the developers complaints process. Additionally, you may wish to refer to your Home Warranty provider (NHBC, Premier Guarantee or LABC) under their claims and dispute resolution service. The [Brand] Complaints Procedure can be found on this website under Buying a Home.
You can find more information about the NHOS at www.nhos.org.uk, which includes details about how to make a claim to the Ombudsman.
If you made your reservation and paid on or before 7th April 2024, your home is covered under the Consumer Code
Drew Smith complies with the Consumer Code – Fourth Edition 2019 for Home Builders.
A copy of the Code will be supplied to you through the conveyancing process and can be found at www.consumercode.co.uk
Who does the Consumer Code cover?
The Code does not apply to shared ownership properties and those acquired as an investment or to rent out.
Up until the 6th April we were compliant with the Fourth Edition 2019 for Home Builders. Consumer Code have recently made some changes to their requirements, with which we don’t comply. This does not change your ability to refer any issues to them or make a complaint under the Consumer Code 2019.
What happens if a developer fails to comply?
We will always do our best to deal with our customers in a fair and responsible manner. If, however, after going through the steps outlined in our Complaints Process, you are still unhappy with our response, you may wish to refer to your Home Warranty provider (NHBC, Premier Guarantee or LABC) under their claims and dispute resolution service. The warranty provider will then either deal with the complaint under the terms of the warranty policy or, if the complaint falls outside their dispute resolution scheme, offer you the opportunity to refer your complaint to the Independent Disputes Resolution Scheme.
Full details of this scheme and its provider are part of the Consumer Code for Home Builders document given to you at reservation. Full details of this Code can also be found by visiting: www.consumercode.co.uk
Using our formal complaints process, the Independent Dispute Resolution Scheme or Consumer Code does not affect your normal legal rights.
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 Drew Smith 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 Drew Smith 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.
