Our aim is to provide world-class service for all our customers. The Charter sets out our commitment to excellence. It provides a clear guide to the procedures we will follow and the information we will provide as you go through the home-buying process.
Our reputation is very valuable to us and it is based on the quality of our customer service as well as that of our homes. Our staff fully understand their responsibilities in their dealings with you. We hope customers will read and take the Charter seriously, because it’s something we take very seriously ourselves.
(Download a pdf version of the Charter)
In all our dealings with you, you’ll experience our Customer Charter in action. We hope this works for you. If you find otherwise, then we hope you’ll let us know so we can put things right. Details on how we would deal with any issues or complaints can be found below.
Once you have reserved a home we provide the following:
Our Health and Safety booklet will give you important details about staying safe on site.
In the unlikely event that, due to unforeseen circumstances, we fail to hand over your home within 6 months after the anticipated completion date we advised, you will be entitled to cancel your contract with Miller Homes. If you do cancel under the circumstances then we will refund any deposits, pre-payments or reservation fees you have paid to Miller Homes.
The above applies to low-rise buildings (e.g. 2/3 storey homes).
The construction process for apartment buildings can be more complicated and therefore the stages above may not apply. We will still provide you with an anticipated completion date and if we fail to hand over the apartment within 12 months of the anticipated completion date then the same cancellation rights will apply.
Once a final date is set, we will invite you appoint a suitably qualified inspector to carry out a pre completion inspection of your new home at your Home Check Meeting.
We will give you an information pack about your home when we hand it over to you. We will also arrange to meet you at your property (usually about one week before completion), to demonstrate how all the facilities work. You will be given the keys to your property when your solicitor has paid us and the sale has been legally completed (the ‘date of entry’ in Scotland).
What follows is a general outline of what your NHBC warranty covers:
Our commitment to you does not end when you move in. We expect your new home to be free from problems, but if the unexpected does happen we have clear guidelines covering after-sales care and emergency services throughout the warranty period. We will explain these to you clearly and make sure that you know who to contact in the event of a problem.
We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code and the Consumer Code for Home Builders.
If you are not happy with any aspect of our service please do let us know so we can try to resolve the issue for you. If you are not satisfied that the problem has been resolved, you can make a complaint in accordance with our formal complaints process set out below.
If you do wish to make a formal complaint, you can do this on our website . You can also write to us at any of our Regional offices or phone us or speak to your usual contact about raising a complaint.
You will receive a written acknowledgement of your complaint within 5 days from the business day after your complaint is received and your details will then be passed on to the relevant team, who will reply directly to you within 10 days to let you know how we plan to look into this and how long we anticipate this will take.
You will then receive a response within 30 days from one of our management team addressing your points or concerns and explaining your options if you do not feel your complaint has been fully resolved at this stage, including escalation to the relevant Regional Managing Director.
If your complaint is not closed within 8 weeks, we will send you a further update on next steps and expected timescale for resolution, with further updates at least every 28 days. We will send you a Closure letter once your complaint has been resolved. If we are still unable to resolve the issues to your satisfaction, then you may be able to refer your complaint to any dispute resolution service offered by NHBC or the New Homes Ombudsman Service (if you reserved your new home after 3 January 2023) or the Consumer Code’s Independent Dispute Resolution Schem e (for reservations before 3 January 2023). It is within the New Homes Ombudsman Service discretion to decide when or if to accept a complaint in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen from the point of reservation through to two years after legal completion. After this, you may be able to refer certain matters to NHBC in terms of your warranty cover.
If your complaint relates to data protection, and it is not resolved within the above timescales, you have the right to complain to the Information Commissioner’s Office (ICO) .
Using our complaints procedure, the New Homes Ombudsman Service or the Consumer Code’s Independent Dispute Resolution Scheme does not affect your normal legal rights.
It’s in everyone’s interest to deal with such matters as efficiently and quickly as possible. We will tell you about the procedures we use for dealing with issues, and inform you about third parties or external services who may be able to offer help. If you choose to use professional advisors, we will co-operate fully with them. We will ask you to write and let us know who you want to represent you, giving details of their qualifications. This is to make sure you’re properly represented and getting the best advice.
This charter has been developed to comply with best standards and guidelines provided by: