Avoca Developments Ltd Customer Care Charter

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At Avoca Developments we take great pride in building homes to the highest of standards.

 

Our aim is to supply all our homeowners with Customer Service that is second to none.

 

Your home will be sold with a Premier/NHBC Warranty that gives you a full 10 years of protection; the insurance cover is split into two levels for your peace of mind.

 

You will be protected for the full 10 years against serious defects occurring: for example

foundations, roof and other structural areas.

 

In addition, for the first two years, Avoca Developments will cover you against physical damage to your home should this be caused by a defect that results from a failure to meet our exacting Quality Standards

 

Hopefully with the level of build we attain at Avoca Developments the need to report defects will be minimal. Our commitment to the householder is total and when the unforeseen does occur we will respond in timely and professional manner as part of our Service Level Agreement detailed below.

 

Emergency Items – These will be dealt with in a maximum of 24hrs.

 

Urgent Items – These will be dealt with in a maximum of 5 working days.

 

Non Urgent – These will be dealt with in a maximum of 20 days (labour only) up to 28 days when specialist materials have to be sourced.

 

(A full list of classifications will be found in your homeowner pack)

 

The contact details for our Customer Care Support team are:

During Business Hours (Monday-Friday 9am-5pm): 01305 818 385

Out of Hours (Monday to Friday 5pm to 9am, Weekends): 01305 818 385

Email: info@avocagroup.co.uk

 

When reports our made to us you can expect the utmost care and attention into resolving the issue as quickly and professionally as is reasonably possible.

 

We promise to keep you fully informed throughout the course of the care issue until it has been resolved to your satisfaction.