Our Charter

eastbrooke homes is more than just a housebuilder. If you are buying or have bought a home from us, you will find that we are more than just a housebuilder; we are a local developer dedicated to creating the homes our communities require. We take pride in constructing homes and neighbourhoods that enrich the lives of our residents.

As a new home buyer, you will enjoy the security of a 10-year structural warranty and resolution service provided by the National House-Building Council (NHBC). We fully adhere to the New Homes Quality Code (NHQC), ensuring our communities are carefully crafted to suit your needs perfectly. We aim to provide a smooth, enjoyable, and supportive journey as you transition into your new home.

Our Customer Charter outlines how we deliver this service and prioritise you in everything we do. If you feel our services are not meeting these standards, or there are areas for improvement, please contact us. We welcome all feedback.

Thank you for choosing eastbrooke homes. We are here to help you through your journey every step of the way.

We promise:

• To be open and honest in all our communication and contact with you.
• To provide trained and knowledgeable staff to assist you. Our training includes what the responsibilities of our staff are to you, and the implications of our Customer Charter for our organisation and its directors. Training will also include the New Homes Quality Code for our Home Sales teams.

You can trust us to:

• Understand your needs and discover what matters to you and your community.
• Clearly communicate what we can and cannot do for you.
• Be helpful and polite, treating you fairly and with respect.
• Protect and use your data in accordance with our privacy policy and handle inquiries sensitively and confidentially.
• Recognise and respect the diversity of people who use our services and adopt an inclusive approach.

To get it right, we will:

• Work together to achieve the best outcome.
• Follow through on our commitments.
• Keep you updated on progress.
• Accept responsibility for our mistakes and take appropriate steps to make things right.

To make it easy, we will:

• Provide multiple channels for you to contact us quickly and easily.
• Enhance our online services so you can access them at your convenience.
• Communicate with you clearly in a way that meets your needs.
• Be accessible to everyone.
• Publish straightforward information.

Involving you, we will:

• Actively seek your feedback on our services.
• Listen to your opinions and use your feedback to help us improve.

When you buy a home from us, we will update you at every stage, ensuring you know exactly what to expect.  We will provide you with pre-contract information to help you make an informed decision before buying a property. This information will be clear, fair and reliable, and will include:

• Details about your home’s features and customisation options available.
• A written Reservation Agreement, outlining the terms of the reservation in accordance with the New Homes Quality Code, including a clear explanation of your cancellation rights.
• An overview of the NHBC
• A description of any management services and associated charges, along with an estimate of their costs.
• An affordability guide for your new home.
• A list of the property’s contents, such as white goods, carpets, etc.
• An explanation of how any pre-payments will be handled.
• Relevant development stages, including the timing of construction and entry date/completion of the property.

You will be advised to appoint your own professional legal advisor to handle the legal aspects of purchasing your property and to ensure your interests are best represented. We will provide information about the New Homes Quality Code, which outlines the standards we are committed to meet throughout your journey. If your home is not complete at the time of reservation, we will also provide you with:

• A brochure or plan that reliably shows the property’s layout, appearance, and positioning.
• The standards to which the home is being built.
• Estimated completion and move-in dates are updated periodically to keep you informed and prepared for each milestone.
• Our team will be available to answer any questions you may have and will advise you on who to contact at each stage of your purchase, how we will address your questions, and any relevant choices and options you can consider.

Handing Over a Home to Be Proud Of

We are committed to making your home-buying experience as transparent and seamless as possible. We are also committed to completing your home to the agreed standards and specifications, ensuring it is clean and ready for you on your moving day. We will conduct a thorough system of quality checks to guarantee that your home is finished to the highest standards and complies with all relevant Building Regulation Standards.

Once a completion date is agreed upon, we will ensure:

• You can arrange a Pre-Completion Inspection with a qualified independent inspector. We will make your home available for inspection five days after issuing the Notice to Complete or earlier by mutual agreement. This allows you to confidently confirm your new home’s quality and readiness.
• The transfer of ownership takes place.
• We demonstrate the functionality of the facilities and ensure that the property runs smoothly for you.

A Safe and Welcoming Site

Your safety is our priority, both on-site and in your new home. We will provide clear health and safety precautions to follow when visiting a construction site or living in an area where building work is ongoing, along with practical safety guidance as you settle into your new home.

Home Demonstration and Care Information

When you have bought your home from us, before you move in, our team will thoroughly demonstrate your home’s features. Upon legal completion, we will provide you with a comprehensive homeowner’s manual which covers maintenance, troubleshooting, emergency contacts, and details of your defect period and NHBC Buildmark warranty. You will also receive a written copy of our complaints-handling procedure and information about the dispute resolution arrangements as part of the New Homes Quality Code.

Supporting You After You’ve Moved In

Our commitment to you continues after you have moved into your new home. Our dedicated team can help with any issues, queries, or warranty claims.

Further details of our aftercare service will be included in your guide to your new home.

Updates On the Wider Community

If your home or property is part of a wider eastbrooke homes development, we will keep you informed about the progress of the broader development, including updates on roads, landscaping, and open spaces.

Neighbourhood and Community Standard

We are committed to maintaining neighbourhoods and shared spaces to ensure your borough is safe, clean, and pleasant.

Our goals include:

• Keeping your neighbourhood clean and tidy.
• Collaborating with our residents, tenants, council teams, other landlords, and relevant organisations to ensure that neighbourhoods are safe and enjoyable.
• Conduct regular health and safety inspections of our communal areas and address any issues promptly.
• Cleaning our internal communal areas and maintaining the grounds of external communal areas.
• Removing offensive graffiti.
• Responding to any concerns about your neighbourhood and informing you about how we can assist you.

Listening to Your Feedback

We strive to provide the best possible service and welcome any feedback you have. Our services are continually reviewed, and your comments and suggestions are greatly appreciated.

If something goes wrong, please let us know, and we will work to resolve the issue as quickly as possible. In most cases, the first person you speak to will resolve things for you.

If you have a complaint, please refer to our complaint’s procedure for information on how to get in touch and the process to follow. In most cases, we will co-operate with appropriately qualified personal advisors you appoint to help resolve disputes.

For residents that have bought or are buying their home from us, eastbrooke homes is proudly registered with the New Homes Quality Code (NHQC), which ensures we adhere to high fairness, transparency, and accountability standards. Our Customer Charter complies with their requirements.

You may also be invited to participate in independent satisfaction surveys, where your feedback directly influences our services.

Working Together to Provide the Best Service

At eastbrooke homes, we are committed to delivering high-quality services and support. To help us meet your needs effectively, we kindly ask that you:

• Allow us adequate time to process and fulfil your request thoroughly and accurately.
• Provide accurate and timely information to help us understand your needs and respond appropriately.
• Keep us informed of any changes to your circumstances or requirements as they happen.
• Let us know if something goes wrong so we can address the issue promptly and improve your experience.

Your cooperation helps us serve you better. Thank you for working with us.

Respecting Our Staff and Ensuring a Safe Working Environment

We are committed to ensuring that all our staff and contractors have the right to work in a safe, respectful, and supportive environment — whether they are based in our offices, our properties and venues, or working on-site with you. To help us maintain this standard, we kindly ask that you:

• Always treat our staff and contractors with respect. This includes refraining from any aggressive, abusive, threatening, or sexually inappropriate language or behaviour.
• Be mindful of your conduct if you have consumed alcohol or drugs. We ask that essential conversations are avoided during such times to ensure clear and respectful communication.
• Understand that any form of bullying, discrimination, harassment (verbal, physical, or sexual), or intimidation is unacceptable. If our staff and contractors are subjected to such behaviour, we will take appropriate action to safeguard their wellbeing.
• Respect our staff’s and contractors’ privacy during interactions. Recording or videoing telephone calls or meetings is generally not permitted. If you wish to do so, please inform us in advance and explain the purpose.

We appreciate your cooperation in helping us create a safe and respectful environment for everyone.

If you need to contact us, you can do so by one of the below:

For sales aftercare:

Call 023 8068 8400

For queries about your home, such as defects:

• Via your My eastbrooke customer portal
• Call 023 8068 8400

For queries related to Council Services, such as waste collection, council tax, planning etc.:

• Via your My Eastleigh customer portal
• By phone on 023 8068 8000