Customer Charter
The Directors and staff of Manorlane are committed to ensuring that you as our customers receive the highest quality of service and product, to ensure as far as possible that you enjoy the experience of purchasing a Manorlane home.
We make the following commitment to our customers:
- Manorlane will give you a copy of our customer charter if you ask for one and will automatically give you a copy at time of reservation.
- Manorlane works towards setting out procedures to provide you with the commitments we have set out in our Customer Charter.
- Manorlane will provide fair and truthful advertising and marketing.
- Manorlane will ensure that the sale terms and conditions will be clear and fair; this includes making clear your cancellation rights.
- Manorlane train all of our staff to understand their responsibilities in dealing with you and what the customer charter means to you.
- Manorlane will provide you with detailed pre-contractual information that you need to make an informed decision about the property you are buying.
- Manorlane will clearly explain who to contact throughout the purchase process and how to deal with your questions, home choices and any options you may consider.
- Manorlane will take full account of your health and safety during the construction phase of your new home, by providing written and/or verbal advice on visiting the site.
- Manorlane will aim to keep you fully informed throughout the purchase process, right from your first contact with your Homes Consultant through to our dedicated Customer Care After Sales team.
- Manorlane will ensure that the property is completed in accordance with your contract before you take occupation, and will undertake to demonstrate all the functions and facilities within your new home.
- Manorlane will provide reliable information about Zurich's 'Building Guarantee' cover and any other guarantees and warranties from which you may benefit.
- Manorlane will explain clearly the After Sales Customer Care Procedures and Emergency Services that we provide for a certain period after completion. In addition the provisions and protection provided to you under customer service will be clearly set out and explained, as well as your own obligations for running in and maintaining your home.
- Manorlane will tell you about our procedures for dealing with any customer complaints.
- We will always strive to be professional, efficient, businesslike attentive and helpful.
Taking care of our customers is our number one priority.
If you feel that we have not received a high level of service, please let us know.
Your comments will be treated in the strictest of confidence and are vital to ensure that we can adapt to improve our service.
The only way that we can monitor our performance effectively is to find out what you - our valued customer - really think.
We strive to work to full fill our pledge to ensure that "our customers are at the very heart of our business".
We would be most obliged if you could kindly take a few minutes of your time to complete our New Home Satisfaction Questionnaire complete with a pre-paid envelope, which we will sent to you within the first month of occupation.