The igloo Customer Charter

Embarking on this exciting journey with you is truly a pleasure for us. As you step into your new home, we want to ensure that your experience is as seamless and enjoyable as possible. To help make sure that happens, we are guided by a Code of Practice published by the New Homes Quality Board (NHQB). The NHQB is an independent non-profit organisation dedicated to improving the quality of new homes and customer service provided by developers. The developers of your new home, igloo are registered with the NHQB and adopt the principles and good practice set out by the NHQB and New Homes Ombudsman

We will always be inclusive, consider vulnerable customers and treat everyone fairly.

We are committed to treat each customer fairly and will strive for excellent customer communication throughout your sales and aftercare periods with us. Occasionally we might get it wrong, but we will always be on hand to listen to any concerns you raise.

We will always provide you with relevant information to help with your sales process.

We will provide you with all the information you need to help you make an informed decision about buying a home with us. We will not use high pressure sales tactics to influence or encourage sales. 

We will give you the opportunity to view your home before approximately 2 weeks prior to your move in date. This is a good opportunity to explore, take measurements and ask questions about your home.

Appointing independent advisors

Although we don’t provide recommendations of which companies to use, it is crucial, for you as a home buyer to seek and appoint an independent legal advisor to assist you with the purchase of your new home. 

You may also choose to appoint a subtilty qualified person to carry out an independent pre-completion inspection on your behalf. Please note that all inspections must be in line with the NHQB’s pre-completion checklist (which we can provide to you upon request) and will be at your own cost. 

We will be responsive and transparent.

Our sales agents will be on hand to provide you with any answers to your questions during the sales process.

We will provide clear and accurate information to you through the sales process, including the purchase price of your home, any estate or service charge costs and an affordability schedule, which sets out the approximate running costs of your home for the next 5 years.

The igloo Customer Care Team will take over the management of the relationship at the point of sales completion and will oversee and manage any issues you may have.

We will always be guided by Footprint®

Footprint® is igloo’s industry leading* sustainable investment policy. It guides the design and development of our projects and helps ensure they are carefully considered, well designed, easy on the environment, and people focused. More information about Footprint® can be found here;

https://www.iglooregeneration.co.uk/footprint/

The standard and quality of our homes is very important to us.

During the construction process your home will have been through several rigorous inspections, including a meticulous final quality assurance inspection. and will be signed off by Building Control and your Warranty Provider, ensuring high standards in line with building standards and regulations.

We will endeavour to complete all works before you move into your new home, however, should any minor items be outstanding, we will provide you with a statement of incomplete works, detailing exactly what is outstanding and an indication of how long we anticipate it will be before those works are completed.

We will also provide you with details of any additional external works yet to be finalised at the development. This includes aspect such as roads, open spaces and landscaping.

Building Safely

We will build your home in accordance with the current safety regulations and will provide to you the relevant safety certificates (electrical, building control and warranty providers insurance certificate) upon sales completion of your home.

Unfortunately, due to the complex nature of our developments we do not allow site visits to take place whilst our developments are under construction.

Protecting your money

We have processes in place that protect deposits, reservation fees, and other payments, including:

Safeguarding the contract deposit, reservation fee, and any other payments in a dedicated client account specifically designed for holding customers' funds. This account is separate from those used for cash flow and assets, and withdrawals are restricted until the completion date.

We will meet the requirements of the NHQB

We will ensure that we adhere to the requirements of the New Homes Quality Board andthe New Homes Ombudsman at all times.