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Customer Charter

A first-class home that you can be proud of

Here at Calon, we aim to make moving home as simple as possible and provide you with a first-class home that you can be proud of. From the day you walk on to a Calon development to the moment we hand over the keys to your new home and beyond, we undertake to provide you with the best possible customer service. This Charter describes the level of service and standards that you can expect from Calon.

We are as proud of your home as you are and we’re as proud of the service that goes with it. We never hide behind small print: this charter describes the standards and service you can expect when you select, reserve, buy and move into a home from Calon Homes.

Before You Move In

Before you move in, approximately 1 week prior, we will arrange for your Sales Advisor and Site Manager to carry out your home demonstration.  During your demonstration, we will outline what to expect and how to look after your new home including how to maintain the heating and electrical equipment as well as informing you about registering your appliances.

This is a very important meeting and we recommend you allow 3 hours for this demonstration; we will give you plenty of information to ensure a smooth move into your home.

When You Move In

For your peace of mind, your new home comes with a 10-year NHBC warranty and a 2-year Calon Homes Customer Care period. On the day you move in our Sales Advisor will give you a Welcome Pack, which amongst other things will include your Home Manual. This manual will provide you with information about your new home, including a schedule of external and internal finishes, caring for and maintaining your new home, information

After You Have Moved In

Shortly after you move in we will send you a “Welcome” letter, we will then try to contact you after two weeks to arrange our post-occupation visit by our Site Manager. At this visit, we will outline the NHBC Buildmark cover and advise you on the procedures for reporting defects during the warranty period.  Hopefully, you will have no issues, but with a manmade product built-in all weather conditions, there may be remedial items which require our attention, we will discuss with you any defects (if any) you have noted since your occupation and how they will be rectified.

Generally, within five days of visiting your property, our Site Manager will contact you confirming the visit, outlining proposals for rectifying any defects reported.

Remedial works will be attended to within the hours of 8:00 am – 5:00 pm, Monday – Friday.

We aim to complete most non-urgent defects within 4 weeks, but in some circumstances, this timescale may differ. We will endeavour to complete emergency works within 24 hours


We define these as problems which are, or seem to be, harmful to your health and safety, security or immediately harmful to your new home.

During normal office hours please contact your Site Manager, outside of normal office hours please contact our Emergency Out of Hours Service number. Please do not contact any of our sub-contractors direct.  We cannot accept any responsibility for works undertaken without our supervision or instruction.

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