Hopkins Homes believes that it should provide its customers with two things:
an outstanding new home and the service which supports the high standards of
design and build for which it is renowned.
To this end, the company communicates with its customers regularly and
comprehensively throughout the purchasing process. This will include the
provision of a Welcome folder following reservation, explaining the terms
of the purchase and the process involved in the purchase. Wherever possible
customers? questions will be answered immediately; assistance will be given
to explain the choices and options available as the purchasing process proceeds.
This will be backed up by a demonstration meeting between the customer and a
Hopkins Homes representative at least one week before legal completion to
explain and demonstrate the functions of the property. This in turn will be
followed by a handover meeting on the day of legal completion between the
customer and a Hopkins Homes representative. Relevant manuals and guarantees
for the property will be given to the customer on completion. Customers will
also be provided with information on the NHBC buildmark cover in the Welcome
pack. NHBC buildmark cover health and safety advice will also be provided in
the Welcome Pack; NHBC documentation will be given to the customer's solicitor
on legal completion.
Hopkins Homes will endeavour to carry out any outstanding works identified at
the demonstration meeting, before legal completion. In the event that this is
not possible, the customer will be informed of precisely which works cannot be
completed within the timescale and Hopkins Homes will commit to finishing them
within an agreed date. Every Hopkins home will be handed over in a clean and
tidy condition.
Hopkins Homes makes the above commitments to its customers in the knowledge
that its site sales representative and selling agents are chosen for their
knowledge and "people" skills. Each will also have been trained to understand
or source the relevant information on the houses they are selling.
Finally a dedicated after sales team is available to resolve teething problems.
