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Customer Charter

Our promise to you, your home and your community.  

The Grace Homes Customer Charter gives you a full understanding of what buying a home with us truly means.  

Our promise is to be with you every step of the way, providing a supportive, reliable and positive experience throughout.  

 Here you will find out what to expect during your customer journey with Grace Homes as you become part of our community. 

The journey begins 

From the first time you visit one of our developments, our friendly team will endeavour to answer your questions, and help you find your dream home.  

Every member of our team will strive to exceed your expectations, offering an ongoing personal service to help take the stress out of the buying and moving process, to give support and guidance as and when you need it. 

When you’re ready... 

So, you’ve chosen to purchase a Grace Homes new build and found the perfect home. To make a reservation you must be in a position to proceed - for example, your home must be sold subject to contract, if this purchase is dependent on the sale of another property.  

The reservation fee is 1% of the purchase price, with a further 9% payable upon exchange of contracts. 

Once confirmed, your reservation period is six weeks – this means the price will stay fixed and no new customers can reserve the same property. This can be extended subject to a mutual agreement. 

Our friendly sales team are also on hand seven days a week, should you require any assistance. 

The build 

We build our homes with the future in mind and are proud of our exceptional finish, top-end materials and attention to detail. With the help of our trusted suppliers who bring a wealth of experience and passion to their work, we put excellence at the heart of everything we do. 

Specifications can vary between developments, so please refer to the brochure or speak to a member of the Grace Homes sales team to confirm the details of your new home. 

Sustainability 

We understand the growing need for energy efficient homes and have made an industry-leading commitment to innovative, sustainable living. Our homes combine the highest quality specifications with the installation of air source heat pumps, photovoltaic solar panels, renewable electricity, underfloor heating, electric vehicle charger and water saving fittings. Not only do these methods provide a more comfortable and greener way of life, but our homeowners also benefit from lower energy bills too.

Read more about our sustainability commitment here

We also align our values with the principles of the Future Homes Standard 2025, which aims to increase the building performance of new homes in the UK. 

The Standard includes reducing carbon emissions by 75-80% compared to current standards, helping towards net-zero ambitions. This means prioritising low carbon heating systems, such as heat pumps, to ensure homes are both energy efficient and environmentally friendly. There is also a focus on fabric efficiency through improved insulation to minimise heat loss and create well-sealed structures.  

Grace Homes has already been embracing these improvements and is proud to ensure all new build homes are EPC A-rated. 

Read more about the Future Homes Standard here

Getting personal

We are proud of our meticulous attention to detail across all our developments. Whether it is a contemporary new development or the renovation of an historical building, we take the same approach to high specifications and quality of finish.

Our homes aim to challenge the status quo, delivering bright, open living spaces on plots that are much larger than average, with high quality fixtures, fittings and finishes as standard.  

To help create your perfect home, we also offer you the freedom to choose from a wide range of kitchen furniture, work surfaces, tiling, and decoration*. 

As well as a selection of beautiful kitchen doors and furniture, you can choose from a wide range of Porcelanosa floor tiles and Silestone worktops and upstands to truly make your mark. 

Your choice of ceramic floor and wall tiles will also ensure your bathrooms, en suites and cloakroom feel more personal to you*. 

Once you have reserved your home, you will be taken through the sales process step by step, and a convenient time will be arranged for you to make your choices.  

There is a limit to what we can do within the plans that have been approved. Nevertheless, the earlier you speak to us, the more flexibility we have. If we can help, we will. 

*Choice available dependent on stage of build. 

Bringing your home to life 

If you have reserved off plan or your home is currently under construction, we will invite you to view it throughout the different stages of construction, as and when it is safe for you to do so. 

If the home you have reserved is already built, we will arrange a convenient time for you to view. 

Every home comes with a 10-year insurance-backed structural warranty or Professional Consultants Certificate, and we also subscribe to the Consumer Code for Home Builders, which aims to make the home buying process fairer and more transparent for you. 

For additional reassurance, we carry out rigorous internal checks throughout the build process.  

Let’s make it official 

Once an exchange date is agreed, just before you get ready to exchange contracts, we are happy to go through any last-minute questions. 

You should also speak with your solicitor or conveyancer to ensure you are happy and prepare to transfer the remainder of your 9% deposit.  

Estimated completion 

You will be given an estimated completion date at your reservation, contract exchange and then be kept informed for any changes. Notice for completion is a two week period. It can be tricky to accurately predict when your home will be ready, as there are many factors beyond our control that can impact the construction process. 

Notice is given once the construction director is satisfied and has signed off the property; our team will then be in touch to arrange a pre-completion visit and home demonstration.  

Home demonstrations typically take place the day before completion, which includes a walkthrough and explanation of all the features and functions of your new home as well as information on how to operate appliances, heating systems, security features, and any other important aspects of the property.   

All homes are given a 10-year warranty and are covered by building control through Premier Guarantee, and go through a three stage, internal quality inspection process.  

The big day! 

On the day of completion, once we have confirmation from solicitors that key release has taken place, a member of the team will then arrange to meet you at your new home.

Continued care 

Once you’ve moved in our after-sales support team will be on hand to answer any questions and resolve any issues promptly for you. 

After the first seven days, you will receive a site manager visit, and then a 28-day site sign off. You will then be handed over to the aftercare team for the next two years.  

To streamline the aftercare service, once you've completed your purchase we'll provide you with access to a web-based app called Clixifix. You can use Clixifix to log individual issues, create inspection lists, and discuss any queries you may, for instance to check the colour of paint used in your home. 

All information on home specifications including any manuals, warranties and guides will be provided in your completion pack. This is also where you will find contact information for our customer services.  

Peace of mind  

In the unlikely event that you encounter a problem, please create a new ticket in the aftercare portal, Clixifix. If you cannot find your Clixifix welcome email or need further support, please contact the Aftercare Team by calling 01536 740018 or by sending an email. You can also access the Clixifix user guide here

Should you require emergency out-of-hours support please call the relevant contact number in Section 1 of your homeowner manual. 

Warranty 

Anybody who buys one of our new homes is protected by an insurance-backed 10-year warranty and will be provided with a Certificate of Insurance on handover.  

The warranty cover can be split into two distinctive time periods. The first two years following completion is called the Defects Insurance Period, during which time Grace Homes is responsible for putting right any defects in the home (a comprehensive list of what is covered will be provided in your completion pack). The remaining eight years of the warranty is known as the Structural Insurance Period. Any valid claims during this period are dealt with by the insurer. 

The warranty provider we use can differ from development to development. You will be advised of the provider at the point of reservation. If you wish to find out more in the meantime, you can find out more about LABC Warranty here or read more about the Premier Guarantee warranty here

Consumer Code 

The Consumer Code for Home Builders gives protection and rights to purchasers of new homes, ensuring that all new home buyers are treated fairly and are fully informed about their purchase before and after they sign the contract. Please click here for more information

Tell us about your experience 

We always value the feedback we receive from our customers.  

Once you have had time to settle into your new home, you will have the chance to participate in our homeowner survey. The information you provide lets us know what we are doing well, and what we could improve upon in the future. We're pleased to say the responses we've received to date have been overwhelmingly positive.  If you have anything you wish to share with us, please get in touch. 

Our promise to you, your home and your community.  

The Grace Homes Customer Charter gives you a full understanding of what buying a home with us truly means.  

Our promise is to be with you every step of the way, providing a supportive, reliable and positive experience throughout.  

 Here you will find out what to expect during your customer journey with Grace Homes as you become part of our community. 

The journey begins 

From the first time you visit one of our developments, our friendly team will endeavour to answer your questions, and help you find your dream home.  

Every member of our team will strive to exceed your expectations, offering an ongoing personal service to help take the stress out of the buying and moving process, to give support and guidance as and when you need it. 

When you’re ready... 

So, you’ve chosen to purchase a Grace Homes new build and found the perfect home. To make a reservation you must be in a position to proceed - for example, your home must be sold subject to contract, if this purchase is dependent on the sale of another property.  

The reservation fee is 1% of the purchase price, with a further 9% payable upon exchange of contracts. 

Once confirmed, your reservation period is six weeks – this means the price will stay fixed and no new customers can reserve the same property. This can be extended subject to a mutual agreement. 

Our friendly sales team are also on hand seven days a week, should you require any assistance. 

The build 

We build our homes with the future in mind and are proud of our exceptional finish, top-end materials and attention to detail. With the help of our trusted suppliers who bring a wealth of experience and passion to their work, we put excellence at the heart of everything we do. 

Specifications can vary between developments, so please refer to the brochure or speak to a member of the Grace Homes sales team to confirm the details of your new home. 

Sustainability 

We understand the growing need for energy efficient homes and have made an industry-leading commitment to innovative, sustainable living. Our homes combine the highest quality specifications with the installation of air source heat pumps, photovoltaic solar panels, renewable electricity, underfloor heating, electric vehicle charger and water saving fittings. Not only do these methods provide a more comfortable and greener way of life, but our homeowners also benefit from lower energy bills too.

Read more about our sustainability commitment here

We also align our values with the principles of the Future Homes Standard 2025, which aims to increase the building performance of new homes in the UK. 

The Standard includes reducing carbon emissions by 75-80% compared to current standards, helping towards net-zero ambitions. This means prioritising low carbon heating systems, such as heat pumps, to ensure homes are both energy efficient and environmentally friendly. There is also a focus on fabric efficiency through improved insulation to minimise heat loss and create well-sealed structures.  

Grace Homes has already been embracing these improvements and is proud to ensure all new build homes are EPC A-rated. 

Read more about the Future Homes Standard here

Getting personal

We are proud of our meticulous attention to detail across all our developments. Whether it is a contemporary new development or the renovation of an historical building, we take the same approach to high specifications and quality of finish.

Our homes aim to challenge the status quo, delivering bright, open living spaces on plots that are much larger than average, with high quality fixtures, fittings and finishes as standard.  

To help create your perfect home, we also offer you the freedom to choose from a wide range of kitchen furniture, work surfaces, tiling, and decoration*. 

As well as a selection of beautiful kitchen doors and furniture, you can choose from a wide range of Porcelanosa floor tiles and Silestone worktops and upstands to truly make your mark. 

Your choice of ceramic floor and wall tiles will also ensure your bathrooms, en suites and cloakroom feel more personal to you*. 

Once you have reserved your home, you will be taken through the sales process step by step, and a convenient time will be arranged for you to make your choices.  

There is a limit to what we can do within the plans that have been approved. Nevertheless, the earlier you speak to us, the more flexibility we have. If we can help, we will. 

*Choice available dependent on stage of build. 

Bringing your home to life 

If you have reserved off plan or your home is currently under construction, we will invite you to view it throughout the different stages of construction, as and when it is safe for you to do so. 

If the home you have reserved is already built, we will arrange a convenient time for you to view. 

Every home comes with a 10-year insurance-backed structural warranty or Professional Consultants Certificate, and we also subscribe to the Consumer Code for Home Builders, which aims to make the home buying process fairer and more transparent for you. 

For additional reassurance, we carry out rigorous internal checks throughout the build process.  

Let’s make it official 

Once an exchange date is agreed, just before you get ready to exchange contracts, we are happy to go through any last-minute questions. 

You should also speak with your solicitor or conveyancer to ensure you are happy and prepare to transfer the remainder of your 9% deposit.  

Estimated completion 

You will be given an estimated completion date at your reservation, contract exchange and then be kept informed for any changes. Notice for completion is a two week period. It can be tricky to accurately predict when your home will be ready, as there are many factors beyond our control that can impact the construction process. 

Notice is given once the construction director is satisfied and has signed off the property; our team will then be in touch to arrange a pre-completion visit and home demonstration.  

Home demonstrations typically take place the day before completion, which includes a walkthrough and explanation of all the features and functions of your new home as well as information on how to operate appliances, heating systems, security features, and any other important aspects of the property.   

All homes are given a 10-year warranty and are covered by building control through Premier Guarantee, and go through a three stage, internal quality inspection process.  

The big day! 

On the day of completion, once we have confirmation from solicitors that key release has taken place, a member of the team will then arrange to meet you at your new home.

Continued care 

Once you’ve moved in our after-sales support team will be on hand to answer any questions and resolve any issues promptly for you. 

After the first seven days, you will receive a site manager visit, and then a 28-day site sign off. You will then be handed over to the aftercare team for the next two years.  

To streamline the aftercare service, once you've completed your purchase we'll provide you with access to a web-based app called Clixifix. You can use Clixifix to log individual issues, create inspection lists, and discuss any queries you may, for instance to check the colour of paint used in your home. 

All information on home specifications including any manuals, warranties and guides will be provided in your completion pack. This is also where you will find contact information for our customer services.  

Peace of mind  

In the unlikely event that you encounter a problem, please create a new ticket in the aftercare portal, Clixifix. If you cannot find your Clixifix welcome email or need further support, please contact the Aftercare Team by calling 01536 740018 or by sending an email. You can also access the Clixifix user guide here

Should you require emergency out-of-hours support please call the relevant contact number in Section 1 of your homeowner manual. 

Warranty 

Anybody who buys one of our new homes is protected by an insurance-backed 10-year warranty and will be provided with a Certificate of Insurance on handover.  

The warranty cover can be split into two distinctive time periods. The first two years following completion is called the Defects Insurance Period, during which time Grace Homes is responsible for putting right any defects in the home (a comprehensive list of what is covered will be provided in your completion pack). The remaining eight years of the warranty is known as the Structural Insurance Period. Any valid claims during this period are dealt with by the insurer. 

The warranty provider we use can differ from development to development. You will be advised of the provider at the point of reservation. If you wish to find out more in the meantime, you can find out more about LABC Warranty here or read more about the Premier Guarantee warranty here

Consumer Code 

The Consumer Code for Home Builders gives protection and rights to purchasers of new homes, ensuring that all new home buyers are treated fairly and are fully informed about their purchase before and after they sign the contract. Please click here for more information

Tell us about your experience 

We always value the feedback we receive from our customers.  

Once you have had time to settle into your new home, you will have the chance to participate in our homeowner survey. The information you provide lets us know what we are doing well, and what we could improve upon in the future. We're pleased to say the responses we've received to date have been overwhelmingly positive.  If you have anything you wish to share with us, please get in touch. 

Call for more information 01536 740019

Make an Enquiry

Grace Homes