Devine Homes PLC – builders of fine homes

Customer care

Customer charter

Our commitment to a high-quality product and an exceptional standard of service.

Devine Homes is committed to ensuring that you always receive a high-quality product and an exceptional standard of service.

Our Customer Charter has been created for your complete peace of mind as a customer and is displayed in the Marketing Suite at all Devine Homes developments.

  1. We undertake to comply with the New Homes Quality Board and will give you a copy of the Code following reservation. You can view this information online at nhqb.org.uk.
  2. In order that you enjoy your experience in purchasing a new home from Devine Homes, we will ensure that our team explains fully to you the process of buying your new home, providing details regarding the actions you need to undertake and those which our team will handle. The team will also supply a Reservation Checklist which will cover items such as kitchen layouts, types of materials and finishes for your new home, fencing, pathways etc.
  3. All Devine Homes staff have been trained so they understand our responsibilities to you and can fulfil the commitments made in this Charter and in the New Homes Quality Board. The contact's name and details of the team responsible for helping you during the buying process, including after completion of your new home will be provided.
  4. Our advertising, marketing and reservation information will be clear and helpful.
  5. Our Sales Executives can provide details of solicitors and new homes' specialists, if required and will also ensure that you are given the opportunity to receive the latest independent mortgage advice and assistance, together with any current Government-backed purchase schemes for new homes.
  6. We will give you regular updates about the timing of the construction of your new home, legal completion and handover of the property.
  7. We will demonstrate the functions and facilities of your home to you prior to legal completion.
  8. We will inform you about site safety precautions if you visit your new home under construction or if you are living on a Devine Homes development where construction work is still ongoing.
  9. Our Devine Homes Homeowner Guide contains information about the customer service warranty and emergency services that we provide for 2 years after legal completion. This includes details of our 24-hour, 365-day response service for emergency calls, out of normal office hours.

If you are unhappy with how we have dealt with a complaint

Under the Consumer Code for Home Builders (www.consumercode.co.uk), if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty Provider in the first instance - NHBC.

If appropriate, they might refer you to the Consumer Code for Home Builders who run an Independent Dispute Resolution Scheme (IDRS). The IDRS will follow an adjudication process. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.

If you reserved your home on or after 7th January 2025, then you will be covered by the New Homes Quality Code:

Under the New Homes Quality Code, if you are unhappy with how we have dealt with your complaint, you may refer the matter to the New Homes Ombudsman Service (NHOS) (www.nhos.org.uk). The NHOS, whose decisions will be entirely independent, will consider the evidence provided by the customer and the house builder to reach an adjudication.

The Independent Dispute Resolution Scheme or New Homes Ombudsman Service does not affect your normal legal rights.

See also our complaints procedure.