Customer Care

Customer Care

We don’t just build outstanding new homes, we’ve built our reputation on exceptional customer service. We’re committed to making the experience as straightforward, friendly and hassle-free as possible. We’ll make you feel at home long before you move in.

Our Commitment to You

The Autograph Homes Customer Care Charter sets out, step-by-step, the process of purchasing your new home. From the moment you enquire about one of our homes, we promise to provide a professional and courteous service, and to answer any questions you may have.


Once you’ve paid a reservation fee, your property will be reserved for 28 days. The price will be fixed and we’ll take the property off the market.

Dedicated sales team

Our dedicated sales team will be on hand to answer your questions, offer advice and guidance, help you with specification choices and upgrades, and give you regular updates on the build and progress towards completion.

Specification choices and upgrades

The specification of your home will be detailed in the sales brochure. If you purchase early, there will usually be an opportunity to personalise your home with a choice of finishes and specification upgrades from our range.

Estimated Completion

You’ll be given an estimated completion date when you reserve. It’s our best estimate but may be subject to change due to factors beyond our control, like the weather. If significant delays are anticipated, we’ll let you know, and update the estimate at contract exchange.

Information at exchange of contracts

Between reservation and exchange, we’ll provide a checklist confirming important information about your home. To avoid any misunderstandings, your legal representative should confirm in writing any verbal commitments you are relying on. If everything’s as expected, your solicitor will ask you to sign the contract and arrange payment for the balance of the deposit.

Quality checks

Your home will be checked extensively to ensure our high standards are met, before and after being inspected by Building Control and the warranty provider.

Pre-occupation inspection

Before you complete, we’ll arrange a comprehensive tour of your property and a demonstration of appliances, heating and hot water systems. You’ll also get the chance to inspect all cosmetic finishes, like kitchens, work surfaces, sanitaryware, glass and flooring.

Notice to legally complete

When your new home is ready for occupation, our solicitor will serve the Notice to Complete. You can move in 14 days after this notice is served.

Moving in

Once our solicitors receive the completion payment, a member of our team will meet you at your new home to take meter readings, hand you the keys and answer any last-minute questions.

Your Homeowner’s Manual

We’ll give you a comprehensive homeowner’s manual, detailing your home and offering advice on how best to maintain it. You’ll find information about your home’s facilities, instruction manuals and warranties, together with a description of the systems and services installed at the property.

14-day inspection report

A fortnight after legal completion, your 14-day inspection report is an opportunity to tell us about any minor defects you may have noticed around your home.

Customer satisfaction survey

Around four weeks after completion, you’ll receive an email questionnaire asking about your experience of buying and living in your new home. We’re grateful for your feedback.

24/7 peace of mind

We provide all our customers with a 24-hour out-of-hours number in case of emergencies.

Warranty period

Your new home comes with a 10-year structural warranty. Should you need to make a claim, for the first two years you can contact us, thereafter you’ll need to contact the warranty provider.

Health and safety

Access to construction areas is prohibited without prior authorisation. You must be accompanied on site visits and wear suitable protection. Compliance with all Health and Safety policy is the responsibility of the individual.

The Consumer Code for Home Builders

The Consumer Code for Home Builders came into effect in 2010 and applies to all home builders registered with the UK’s main new home warranty bodies; NHBC, Premier Guarantee and LABC Warranty. The scheme ensures buyers are better informed than ever before about all the important aspects of their property including service levels and build timescales.

The code protects the rights of new home buyers. It demands that all buyers are treated fairly, understand their rights, know what levels of service to expect and are fully informed about their purchase before and after signing a contract. It also ensures buyers know how to access speedy, low-cost dispute resolution arrangements to deal with any complaints about breaches of the code. The code covers every stage of the process, from pre-contract to exchange and occupation.

The code reinforces best practice among home builders to encourage a consistently high level of information and customer service. Autograph Homes is proud to adhere strictly to all terms of the code in every customer relationships.

For more information about the code, visit