Our own Customer Charter sets out our commitment to customer care and we adopt the Consumer Code for Homebuilders which promotes fair treatment, the provision of reliable information, expected service levels and provides access to a dispute resolution scheme.
Delivering a great experience starts with the quality of the homes we build and the skill, care and attention shown by our site teams. In 2018, eleven of our site managers received the prestigious accolade of an NHBC Pride in the Job Quality Award, which recognises the highest standards in housebuilding.
CALA ensures that our customers continue to receive a quality service after they’ve moved into their new home. Our dedicated customer service managers will contact homeowners shortly after completion to ensure everything in their home meets their expectations and answer any queries they may have.
In addition, every customer receives around the clock ‘emergency’ care to ensure that any issues are dealt with both inside and outside of normal working hours. All our homes come with a ten year warranty, the first two years of which are covered by CALA.
We use a range of measures from respected independent third parties to continually monitor the service our customers receive. External consultants In-house Research reported that, in the 12 months to the end of September 2018, 93.3% of our customers would recommend CALA.
Did you know...?
In 2017/18, our ‘Recommend’ score in the 2018 NHBC survey was 93.3%.
Why customers choose CALA