Our Customer Charter

Buying a new home is a big decision - but it should also be an exciting and rewarding one

We want to make your choice to buy a home from us as smooth and pleasant as possible – from reservation to your first cup of tea in your own kitchen.


Produce clear, truthful, factual marketing and advertising literature.

informed choices

Provide detailed information about the home you’ve chosen on reservation, enabling you to make an informed choice about your purchase.

terms of purchase

Set out the key terms of your new purchase within the reservation agreement. These terms will include the price you’ll pay, the reservation period and the estimated date of completion.

meet your site manager

Invite you to meet the site manager responsible for building your new home and who can answer any questions you may have.

clear & fair contracts

Set out clear and fair contracts of sale terms and conditions. You are advised to appoint a professional legal advisor to represent you in the purchase.

regular updates

Provide you with regular updates on progress of your new home and give you up to date information on when you will be able to move in.

home visit

Arrange for you to visit your house before moving in so you can get familiar with the
layout and how things work.


Inform you about the Elemento New Homes Warranty and your 10 year build warranty.

health & safety

Make sure all visitors get the correct Health and Safety advice when visiting any development under construction and when living close to continuing building work.

customer care

Provide information on what happens
after you have moved into your new home,
the role of our Customer Care Team and
how our formal complaints process works.