Customer Care

Because buying a home can be stressful, we're there for you every step of the way. Our Customer Charter sets out our commitment to you, our customer.

We will ensure good communication with our customers throughout their dealings with Arilian Homes including the following:

• A Demonstration and Inspection Meeting will be held between the customer and an Arilian Homes representative, at least one week before legal completion, to demonstrate the functions of the property and to identify any outstanding works*.
• A Handover Meeting will be held on the day of legal completion (or at a time more convenient to the customer where required) between the customer and an Arilian Homes representative.
• A handover pack will be compiled and checked to include all manuals as well as all certification required for the property and will be provided on completion.
• A summary specification of their property (usually provided in the brochure).
• We will provide our customers with a fixed date for legal completion when contracts are exchanged wherever possible. If a reliable date cannot be provided for legal completion at this time because the property is not complete, then we will give an anticipated legal completion date. This guidance may be a three month period or a specific week depending on the stage of construction of the new home.
• We will endeavour to complete all outstanding works identified at the Demonstration and Inspection Meeting prior to legal completion. We will inform purchasers in writing of any works that cannot be completed within that timescale and will endeavour to complete them within two weeks of legal completion.
• We will hand over a clean and tidy home.

Any customer who believes that the commitments within this Charter have not been fulfilled should contact Mr Fabian Bhundia, Director, either in writing to Arilian Homes, 7 High Road, Willesden Green, NW10 2TE or by email to Fabian@arilianhomes.co.uk

* Subject to reserving whilst the property is not complete.