We are very proud of our reputation and offer exemplary service with a dedicated team.
Our team is here to guide you through the entire process and dedicated to making your life as easy as possible; contactable on 01249 782293 or on info@stonewoodhomes.co.uk
You will receive a Personalised Home Guide full of practical information and handy hints about every aspect of your home. It’ll be useful for years to come and contains all the numbers to call if you’d like our help with anything.
cUSTOMER JOURNEY
We’re here to ensure that every stage of the buying process is smooth and that your home is perfect for you.
1. CHOOSING YOUR FAVOURITE PLOT
Here at Stonewood, we want your new home journey to be as easy and enjoyable as possible. When you visit our development, we never want you to feel rushed. We will give you as much time as you need to decide which plot is best for you and explore all the different options available. We will show you around our show home to give you an idea on the standard of our new builds and all choices available (*All choices are dependent on build stage). We can then go into more detail on the specifications of your desired plot and answer any questions you may have.
2. RESERVATION
Once you have chosen your desired plot and are ready to reserve, we ask that you contact our IFA to confirm that you are financially proceedable.
After this, we will take payment of the reservation fee and ask that you sign the reservation agreement. Once this has been completed, we will remove the plot from the market and begin the reservation process with you. We then ask you if you have your own solicitor you would like to use or whether you would like us to recommend one for you.
Depending on your reservation; Early Bird, SmoothMove or Full, we will start the legal proceedings once you are in a proceedable position. (i.e. SSTC, NTS etc)
The contract will be sent to both Solicitors, from this point the exchange of contracts is usually required within 6-8 weeks. The solicitors will then take care of all legal requirements.
3. RESERVATION CHECKLIST
We will book an appointment for you to come and go through the reservation checklist with us. At this stage we will go through details of your plot’s layout, location, appearance, and the what’s in my home document. We will then ask you to sign the reservation checklist and book you in for your choices meeting.
4. CHOICES MEETING
The exciting part! This is where you can make your choices to customise your new home (dependant on the build stage).*
We offer a wide range of tile colour and kitchen styles, as well as several optional upgrades. We will go through your options and fill out the choices form and then ask you to sign the choices agreement.
*The cut off for all choices is at the Roof On stage.
Prices are reviewed regularly and may be subject to change.
All additional personal touches are to be paid upon selection.
5. EXCHANGE OF CONTRACTS
Our solicitors will work closely with us to achieve exchange of contracts. This is the stage where your new home is contractually bound to you. We endeavour to keep you fully-informed throughout your journey, we will tell you the expected date of completion and keep in regular contact with you regarding the build progress of your new home.
6. HOME DEMONSTRATION
Our Sales Executive and Customer Care Manager will arrange an appointment with you for your home demonstration. This is when you will receive a thorough demonstration of how to operate all the appliances in your new home.
7. COMPLETION
Once all of the legal documents and payments have been processed, your sales representative and our Customer Care Manager will arrange a date to meet you to hand over the keys to your new home, record meter readings and complete any outstanding paperwork. Our Customer Care Manager will be on hand to answer any question you may have. A file containing boiler guides and appliance manuals will be handed over to you. You will also receive your homeowners guide which will include all the key information and contacts.
8. AFTERCARE
After 48 hours, we will give you a courtesy call to ensure all is well since you have moved in.
After 7 days, our Customer Care Manager will come for a personal visit to see if there is anything we can do to help you settle in. This will also give you the opportunity to report anything that may need recertifying. Our aim is for you to feel as reassured as possible. If any issues do arise we will be on hand to attend to them.
customer charter
As your homebuilder we will:
– Provide you with full details and clear information about your chosen home
– Provide trained and knowledgeable staff to assist you in the buying process
– Be available to answer any questions you may have and will provide you with any relevant contact details
– Assist you during the selection of Standard Choices and Personal Touches for your new home
– Provide you with health and safety advice to minimise the risk of danger during construction and in the use of your new home after you move in
– Provide you with a Reservation agreement which clearly sets out terms of Reservation as stipulated in the Consumer Code for Home Builders
– Keep you fully informed about the completion and occupation of your new home
– Ensure that the functions and facilities of your home are demonstrated to you prior to moving in
– Clearly make you aware of your cancellation rights
– Inform you about the after-sales service we provide, as set out in the Home guide
– Our aim is to deal effectively and efficiently with both routine service matters and with any emergencies
– Provide you with a copy of this customer charter upon request along with a copy of the Consumer Code for Home Builders
The Stonewood Homes team are dedicated to making your life as easy as possible.
consumer code
At Stonewood Homes, we are committed to making the home-buying experience as clear, transparent and reassuring as possible. That’s why we adhere to the ICW Consumer Code for New Homes, an independently recognised code of practice designed to protect buyers and promote the highest standards of customer service throughout the purchase of a new home.
The Code ensures that customers receive reliable information, are treated fairly at every stage of the process, understand the service levels they can expect, and have access to an independent dispute resolution scheme should any issues arise. This commitment reflects our dedication to delivering not only beautifully crafted homes, but also an outstanding customer experience.
NEW BUILD WARRANTY
For the first two years after build completion, you can contact our Customer Service team at Stonewood Homes regarding any queries or defects affecting your property. We are confident that you are unlikely to experience any structural issues with your home, however you can rest assures that we will provide a defect repair service, should any such issues arise. From years two to twelve after build completion, your warranty provider will assume responsibility for structural defects, your homes warranty certificate will be issued upon legal completion.
out of hours cover
COMPLAINTS
We understand that occasionally things don’t go to plan. At Stonewood Homes, we pride ourselves on delivering a high-quality customer experience, and your feedback plays an important role in helping us achieve that.
While we take great care in delivering your new home and providing attentive aftercare, we recognise that concerns may arise. When they do, we’re committed to resolving them as quickly and fairly as possible through our clear complaints process.
How to make a complaint
Most issues can be resolved by contacting our Customer Care team, who are always happy to help.
You can get in touch by: customercare@stonewoodhomes.co.uk 01249 782293
What happens next?
Stage 1: Initial Review
Once we receive your complaint, a member of our Customer Care team will:
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Acknowledge your complaint within 24 hours (or within 24 hours of the next working day if received outside office hours)
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Gather any necessary information to fully understand the issue
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Aim to resolve the complaint quickly and fairly
If we are unable to resolve the matter at this stage, we will escalate it for further review.
Stage 2: Head of Customer Care
Your complaint will then be referred to our Head of Customer Care, who will:
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Investigate the matter in more detail
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Aim to resolve the issue within 5 working days
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Contact you within 48 hours of resolution to ensure you’re satisfied with the outcome
If the matter remains unresolved, it will move to the next stage.
Stage 3: Operations Director
Should further escalation be necessary, your complaint will be reviewed by our Operations Director, who will:
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Reassess the complaint and all related communications
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Aim to provide a resolution within 10 working days
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Contact you within 48 hours of the resolution to confirm your satisfaction
Final Stage: External Support
If, after going through our internal process, you are still not satisfied with the outcome, we will advise you to:
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Seek independent legal advice
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Refer your complaint to your Home Warranty Provider
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Or, where appropriate, contact the Consumer Code Independent Dispute Resolution Scheme
We always aim to deal with every customer fairly, courteously and thoroughly.
Important Information
Our complaints procedure does not cover:
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Day-to-day matters such as chasing or reporting repairs
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Accounts or billing queries
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Parking or neighbour-related disputes
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Personal injury claims
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Claims regarding property value or blight
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Land title disputes or claims regarding the registered title
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Claims exceeding the financial limits of the relevant dispute resolution scheme
Please note:
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This process does not affect your statutory legal rights.
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We aim to resolve all complaints within 56 calendar days and no later than 12 months from completion, in line with regulatory guidance.
Your feedback matters
We take every complaint seriously and always strive to learn from your experience to improve our service. We genuinely care about your satisfaction and want your experience with Stonewood Homes to be a positive one.