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Customer Charter

We are committed to building and selling New Homes of the highest quality, and continually striving to improve our service and delivery. We know that buying a New Home is a significant financial and emotional investment for most people and so our aim is to provide first-class service for all our customers and to make the process of buying a New Home from us as easy as possible.

As a registered member of the Consumer Code for New Homes, we comply with the requirements of the Code, which has been established to ensure that best practice is followed by registered Developers in respect of the marketing, selling and purchasing of new homes, and also sets expected standards of after sales customer care service.

This Customer Charter sets out our commitment to excellence. It provides a clear guide to the procedures we will follow and the information we will provide as you go through the home-buying process.

Before you decide to buy a New Home from us, we will:

When you are buying a New Home from us, we will:

When your New Home is completed and ready for you to move in, we will:

Once you have moved into your New Home, we will:

Demonstrating our commitment to the Consumer Code for New Homes, we will not:

Our Customer Care Commitment

Our commitment to you doesn’t end when you move in. We expect your new home to be free from problems, but if any issues arise, we have clear guidelines covering after-sales care and emergency services. We will clearly explain these to you and ensure that you know who to contact if you have a problem. In the first instance you should contact customercare@whiteburn.co.uk who will do their best to resolve the problem.

General Service Delivery Standards

Resolving issues you might have

If problems do arise, we are committed to resolving the situation to your satisfaction as quickly as possible. We will tell you about the procedures we use for dealing with issues, and inform you about third parties or external services who may be able to offer help. If you choose to use professional advisors, we will co-operate fully with them and we will ask you to
provide us with details of who you want to represent you, and their qualifications. This is to make sure you’re properly represented and getting the best advice.

In the unlikely event that we cannot resolve the situation, you can refer your complaint to your Structural Warranty provider or to the Consumer Code for New Homes, which provides an Independent Dispute Resolution Scheme (run by the Centre for Effective Dispute Resolution) for issues which are covered by the Code.

Your feedback is welcome

A customer charter is only worth anything if it actually works for our customers. In all our dealings with you, whenever we meet and whatever we do, you should experience our Customer Charter in action. If you think we could improve any aspect of our Charter then we hope you’ll let us know so we can put things right; it is our sincere aim to ensure any dealings you have with us are as enjoyable and stress-free as possible.

At every stage of the process, we will always work hard to communicate effectively with you and strive to deliver what we promise. If you have any feedback, comments, suggestions or views you wish to express please contact us at on 0131 558 2710 or using customercare@whiteburn.co.uk.