Document version 1.002. Updated 15.03.2023
We endeavour to provide a first class service in every respect; this includes the procedures and information you’ll need to know at every step of your purchasing journey.
We will make sure that our cancellation policy is made clear to you
Our expert team understands their responsibilities to you, the customer, and will adhere to the charter at all times
You’ll be provided with the impartial and in-depth information you need to make an informed decision about buying the property
A New Home Warranty provision is a 10year warranty which includes a two-year builder (Avant Homes) warranty from legal completion and a further eight years of structural defects insurance cover. Speak to your Sales Advisor for details on the provider that is relevant to your development. For information please visit www.avanthomes.co.uk/warranty
If you have any questions our Sales Team will be on hand 7 days a week to answer them
Your exchange deposit is protected and we’ll explain how. We recommend that you appoint a professional legal advisor to carry out the formalities of buying the property and to represent your interests
We will make sure you are aware of any choices and options available to you when you buy
Health & Safety advice will be provided if you visit the development during construction and also about living in your new home
Information about the timing, (our best estimate) of construction, legal completion and handover of the property will be provided. When the completion date is confirmed we will invite you to a pre completion inspection and demonstration of your new home.
We are on the New Homes Quality Board’s register of Registered Developers
We ensure that our contract-of-sale terms and conditions are fair and clearly set out
Our after-sales and customer service procedures will be explained to you in detail. If there is any cause for complaint regarding any part of the purchasing process we have procedures in place to deal with them. These include warranties and we will cooperate fully with appropriately qualified professional advisors
Completing the reservation form is your first step on the Avant homebuying journey.
This will confirm your details, the house type, price, plot number and reservation period. It also serves to secure your home, provided you proceed to contract within the agreed timescale.
If you do proceed to contract, then please note that the fee you pay at reservation will be deducted from the total cost of your new home.
At any time prior to exchange of Contracts, you may withdraw from your reservation by informing us in writing that you wish to do so. If you do this within the 14-day “cooling off” period immediately following your reservation date, then we will refund the reservation fee to you in full within 10 calendar days.
If you withdraw beyond the first 14 days, then a proportion of your reservation fee will be retained for administration purposes. This will be detailed on the reservation form.
Once contracts have been exchanged, you can only withdraw in very specific circumstances. These are outlined in the New Homes Quality Code and reflected in the contract for sale and your solicitor will be able to advise you on this. In these circumstances, we shall refund all monies you have paid to us in full within 10 calendar days of receipt of the written withdrawal notice. More information is available in the terms and conditions of the reservation agreement.
Your contacts during the purchasing process are the Sales Advisor on your selected development and New Homes Coordinator, who will be available to answer any relevant questions you may have. Please refer to the ‘About Buying Your Avant Home’ document for contact details.
It is extremely important that you arrange your legal representation and organise your finances early.
If you need a hand, we have a panel of recommended legal and financial advisors who all specialise in new build transactions and will be happy to assist you. These professionals operate independently from Avant Homes, so they will act only for you and only in your best interests.
Once your legal advisor has the contract, they will advise you on the contract terms and ask you to confirm these are agreed by signing the document and transferring your deposit to them. Once signatures have been attained from all parties, contracts will be exchanged. Your deposit money will be kept safely, pending legal completion of your new home.
This stage of the procedure is time consuming, so it is important to act quickly if you are to get everything organised before your reservation period expires. If for any reason you see a potential delay, please keep your Sales Advisor or New Homes Coordinator informed.
Prior to reservation, you will be shown the working drawings depicting:
INTERIOR
• The layout of your kitchen
• The layout of your bathroom(s) and en suite(s)
• The detailed specification of what’s provided in your home
• Position of radiators
• Position of telephone, TV and electrical points
• Paint finishes
• Layout of your home
• Finish of staircase (if applicable)
• The external finish of your home
• (remember this may differ from the brochure)
• The fencing detail for your plot (if applicable)
• Details of your plot location
• Arrangements for the maintenance of public open space (if applicable)
• Driveways and visitor parking
• Landscaping
• Wayleaves
• Boundary definitions
• Development layout
Gardens may not always be flat. Levels depend on the gradient of the land upon which we’re building your home. If in doubt, please ask your Sales Advisor.
If the property is already fully constructed and you have had the opportunity to view the finished property, then you acknowledge the property is sold “as seen” and deemed to be acceptable, save for any outstanding works of a minor nature which do not prevent the occupation of the Property.
In addition to the above, if the property has been a Show Home, an inventory of the fixtures, fittings and contents included in the Property will have been provided.
Whenever possible, we would like to offer you the opportunity to personalise certain areas of your new home. However, this is entirely dependent on the stage of the building process, so please ask your Sales Advisor about the options available to you.
In addition to colour choices, on some sites you may wish to select from our Optional Extras list. However, this is time-critical and depends on the build stage of your new home. Please ask your Sales Advisor for details.
Timing is important. Choices need to be made well in advance.
You might notice that some areas in a development have restrictions regarding building or planting. Although we’ve listed a few of these, your legal advisor will advise you fully on any other restrictions.
A pavement or grass service verge may be located at the edge of your garden or communal area. This contains pipes and cables that supply water, electricity and other public services to your development. Restrictions are in place to ensure that the public service companies have access to their equipment at all times and without prior notice.
In some situations, the service verge will be used for surface water treatment. In this instance, it will be shaped to collect water prior to discharging it into the sewer.
If you want to add fencing, boundary planting or wish to carry out alterations, please consult the relevant planning authorities and your legal advisor who will advise you on the necessary permission.
Areas such as open spaces, play areas and roads require ongoing maintenance. As people move onto the development, the upkeep of these areas of land may be transferred to the local authority, a homeowners’ association, a commercial managing agent or a combination of all three.
• You will be given an Affordability Schedule at reservation, informing you of how much your outgoings are likely to be.
• Grass service verges should not be planted, fenced or built upon. This could damage services and endanger your safety. Utility companies must have right of access.
• Your legal advisor will be able to discuss with you matters that affect your property including those listed here.
When you first reserve your new home, your window of completion will be indicated on your reservation agreement.
As construction proceeds, your Sales Advisor will provide you with a more accurate update at key build stages. This will be explained in more detail at reservation.
Estimated time-frames are usually accurate, but there are many factors that can affect the build progress. A fixed completion date therefore cannot be agreed until your home is completed and all necessary quality inspections have been carried out by both Avant Homes and your warranty provider.
If you’re selling your current property and receive an offer, please discuss this with your Sales Advisor before agreeing any dates with your buyer. Your legal advisor will be able to advise you on your available options if you are unable to complete both transactions simultaneously.
Your legal advisor will explain the contract conditions relating to completion dates and your rights under the contract and the New Homes Quality Code in the unlikely event that build is significantly delayed.
As your move in day approaches, we will invite you to a Pre-Completion Inspection and Home Demonstration visit.
This will take place at a time that has been pre-arranged with the Site Manager and Customer Liaison Manager, who will be your main contact going forward. This is an important visit for you as the purchaser and it will require your undivided attention for the completion of the necessary paperwork. The Customer Service Department will discuss this with you.
Please allow 1 – 2 hours for this visit. You may instruct a suitably qualified inspector to attend this appointment if you so choose.
If you need to see inside your home before the Pre-Completion Inspection and Home Demonstration Visit to measure for carpets, curtains, blinds etc., please ask your Sales Advisor to arrange this so that we can ensure your keys are available.
We take your health and safety very seriously and, as such, there are strict precautions that must be taken when visiting a development under construction. These are well signposted and your Sales Advisor will explain these precautions to you before your visit.
We want to make your move as stress-free and special for you as we possibly can. There are a few points worth noting:
Keys are not normally handed over before midday. This allows legal advisors time to arrange the successful transfer of funds (known as ‘Legal Completion’). Your Sales Advisor will contact you as soon as these funds have been received, and arrange a time for you to collect keys to your new home. You may wish to advance your funds on the previous day to allow an early morning move.
Your Sales Advisor or Customer Liaison Manager will accompany you to your new home and ask you to inspect items such as kitchen units and worktops, glazing, sanitary ware, etc. You will also be asked to sign your Handover Day Document to say you are satisfied with the condition of these items and that you have received your keys. We will also take all service meter readings at this stage.
Your Sales Advisor will provide you with contact details for your Warranty Provider. Please remember that your new driveway has been designed for private vehicles. Therefore it would be wise to avoid the weight of removal vans.
To prearrange your telephone connection, let us know your new telephone number.
The Handover Procedure can be time consuming and requires your undivided attention. We would be grateful if you could allow upwards of 1 – 1.5 hours for this.
We are sure you have plenty of questions about your new home. Your Sales Advisor is always on hand to answer any questions you may have. Some of the more common questions we receive are:
WHO CHOOSES THE STREET NAMES?
The local council choose every street name in their council area. Avant Homes have no influence over the actual name.
WHO PUTS STREET SIGNS UP?
Although the local council choose the street name in most areas, Avant Homes is then responsible for ordering a sign and placing it at the location specified by the council.
WHO COLLECTS REFUSE?
Again, this is carried out by the local council on an allocated day. On move in day, your Sales Advisor will be able to tell you when refuse is collected and also provide you with information on the provision of refuse bins.
CAN CONTRACTORS HAVE ACCESS BEFORE MOVE IN DAY?
Access to your property is entirely at the discretion of the Site Manager. Please ask your Sales Advisor or Customer Liaison Manager to check this. Please note that if this is agreed, you will have to sign a disclaimer regarding any possible damage.
Whether you’re looking for contact details, guides or just more information about features in your home – this page will direct you to the right information.
Read all about general homeowner maintenance and the “running in” of your new home such as annual servicing, shrinkage, appliances and heating. You will also find useful tips, How To Guides and videos on how to use and maintain your appliances and technology.
The Avant Homes warranty provision is a 10-year warranty which includes a two-year builder (Avant) warranty from legal completion, and a further eight years of structural defects insurance cover. Speak to your Sales Advisor for details on the provider that is relevant to your development. You will be covered by one of the providers below:
https://www.nhbc.co.uk/builders/warranties-and-cover https://www.premierguarantee.com/
As with any new home, we recognise that on occasion issues may arise. In the unlikely event that you experience an issue with your new home, Avant homes are responsible for addressing the issues covered under the terms of the Avant Homes Homeowner Warranty for the first 24 months
If you can’t find the answer to your question in Hints, Tips and Guides, or you have an issue with your home that needs the attention of our Customer Service team, you can raise it online at avanthomes.co.uk/help and click Report an Issue.
We are committed to putting things right within 30 calendar days. Unless there is a reason for a substantial delay, in which case we will keep you informed.
The first thing to do is not to panic. If something goes wrong, we’re here for you, night and day.
OUTSIDE WORKING HOURS, CALL US ON 01207 503 293
If you have any of these emergencies:
Plumbing & Drainage
A risk of flooding, water ingress or leaving your home without a flushable toilet.
Electricity Supply
A breakdown of your electricity supply affecting your property only.
Primary Heating System
A total breakdown of your heating and hot water system.
Security
Damage or fault to external doors, locks and windows that render your home insecure.
Gas Leaks
Please call Gas Emergencies on 0800 111 999
Health & Safety
If you witness a health and safety concern during usual site opening hours you should report this immediately to the site Sales Advisor. At all other times call our emergency contact at 01207 503 293
Usually any issues or concerns can be resolved quickly and to the satisfaction of all concerned.
If, for any reason, you’re not satisfied, we have a robust process to ensure that complaints are investigated.
Should you feel that you need to take your complaint further, our complaints procedure lets you escalate your complaint through the three following stages.
In the first instance, please complete the online complaints form via www.avanthomes.co.uk/make-complaint
Your complaint will then be acknowledged by the Regional Head of Customer Service within 5 calendar days and will confirm your “Complaint Initiation Date” (the first business day after the complaint was received).
Within 30 calendar days of the Complaint Initiation Date, we will provide a report, detailing:
• how each aspect of your complaint has been investigated and assessed.
• If there are multiple items, they will each be separately identified. We will explain if any item has been resolved and what action has been taken to do so by way of a closure letter.
• Where remediation work is required, we will give you a proposal of what the work will be and when we anticipate it will be completed.
• For any unresolved items, if further time is needed, we will give an explanation as to what further steps are needed and confirm the estimated timescales to resolve the issue, together with an indicative timescale for further updates.
Within 10 calendar days of the Complaint Initiation Date, we will provide a written Path to Resolution which outlines how your complaint will be investigated.
• If we do not accept your complaint, we will clearly set out the reasons for this decision.
• If you are dissatisfied with our response to your complaint, you may wish to pursue your warranty provider’s dispute resolution process.
• We will provide information as to how matters can ultimately be referred to the New Homes Ombudsman Service.
EIGHT WEEK LETTER
If your complaint has not been resolved within 56 calendar days from the Complaint Initiation Date, we will provide you with:
• a clear summary of the actions that have been taken to address your complaint;
• what remains outstanding and why;
• what further action is proposed, together with an indicative timescale for resolution;
• the frequency of when updates will be given to you, which will not be more than every 28 calendar days.
As soon as a complaint is considered resolved, we will issue a closure letter including a list of the items agreed in the initial complaint and response letter, with confirmation of how we consider each item has been resolved.
If you are not satisfied with the outcome of your complaint, you may refer the matter to your New Home Warranty Provider’s Resolution Scheme at any time, or after 56 calendar days from the Complaint Initiation Date, to the New Homes Ombudsman Service. Referral to the New Homes Ombudsman can be made in respect of any complaint raised within the first two years after legal completion of the Home but must be referred within 12 months of the first complaint raised. We will consider closed, any complaint referred to either the New Homes Warranty Provider or to the Property Ombudsman, and accordingly a closures letter will be issued.
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When it comes to energy efficiency our new homes are built to exacting performance levels.
According to the National Home Improvement Council, work needed on older homes, to meet modern standards of energy efficiency could cost £30,000.
In an average second hand home, water consumption can be as high as 150 litres per person per day. In a new home it can be significantly reduced. Current legislation restricts water usage to 120 litres per person per day. In an Avant home our specification delivers efficiencies that are below 110 litres per person per day.
OUR NEW HOMES
OLDER HOMES
1. ATTIC INSULATION
400mm of loft insulation is fitted over the upper floor ceiling. Cool in the summer, warm in the winter. Saving money every month. The system produces high insulation values and scores as an A+ for products in the Code for Sustainable Housing
2. WALL INSULATION
Cavity Wall Insulation conserves energy and reduces fuel consumption. The result, lower CO2 emissions and energy bills.
3. FLOOR INSULATION
150mm high-performance insulation is laid below the screed floor. It has excellent thermal properties – an A+BRE green guide rating and Zero Ozone Depletion Potential.
4. UPVC OR TIMBER WINDOWS
All double-glazing is argon filled and achieves a U-value of 1.3w/m2k. It also provides excellent window and door security.
5. AIR TIGHTNESS
With significantly more wall, floor and loft insulation, our homes are exceptionally air tight, reducing energy bills.
6. CEILING HATCH
All attics are fitted with a thermally efficient hatch which is fully sealed and has 110mm EPS insulation.
7. BOILER
Our homes are fitted with an efficient Ideal Heating – Logic Combi Esp1 Boiler. Lightweight and boasting a compact fit, your boiler is compatible with a wide range of optional timers, providing the ultimate in control and peace of mind.
8. LIGHTING
Energy efficient LED lighting is fitted throughout the home, which greatly reduces light running costs.
9. HEATING CONTROLS
Homes are designed around a ‘two zone’ heating system. A programmable thermostat separately controls ground floor and upper floor accommodation. It delivers extra savings and flexible comfort. Each radiator (except those in rooms/areas with programmable thermostat) also has an individual thermostatic control valve.
10. WHITE GOODS
Where fitted, all fridges, freezers, hobs and ovens are rated C or D (A+ or A on the old scale) for energy efficiency.
11. VENTILATION
Greenwood “SMART” extract ventilators, are fitted to all bathrooms, kitchens, and WCs to provide continuous ventilation throughout the home. The fan is quiet with an innovative built-in touchpad.
12. WATER CONVERSATION
Careful specifi cation of taps, showers and sanitaryware ensures water consumption within the home can be kept as low as 110 litres per person per day.
13. NOISE
To keep the noise levels from the wetroom to a minimum the partitions are supplemented with acoustic insulation within the wall.
14. LOW MAINTENANCE
Low-maintenance features including uPVC windows and fascias will save you time and money on DIY.
15. SAP
‘SAP’ rating stands for Standard Assessment Procedure and is the government’s recommended system for producing a home energy rating. The SAP charts have 7 bands ranging from A-G and each chart has a current and a potential energy rating out of a maximum of 100 points. The energy effi ciency rating is a measure of the overall effi ciency of a home. The higher the rating the more energy efficient the home is and the lower the fuel bills will be. All our homes have an Energy Effi ciency band rating B between 81 and 86. The Environmental Impact Rating is a measure of a home’s impact on the environment in terms of carbon dioxide (CO2) emissions. The higher the rating the less impact it has on the environment. Our EnvironmentaL Impact Rating is B between 84 and 87.
We fully adhere to the New Homes Quality Code and New Homes Ombudsman Service which aims to provide you the buyer, with all the information you require about the service requirements you should expect from us.
The Code should provide you with more confidence and assurance of the high standards of quality, service and customer satisfaction that we aim to deliver.
For more information on the Code requirements, their meaning and an introduction to the New Homes Ombudsman service, please visit https://www.nhqb.org.uk/
1.1 This Policy sets out the Avant Homes Group arrangements for ensuring, as far as reasonably practical, that we meet our Health and Safety obligations to our customers visiting or living on one of our development sites.
1.2 The Avant Homes Chairman has overall responsibility for the Health, Safety and Welfare of the Avant Homes Group, its operations and implementation of this policy. Directors and Managers have been appointed across the Group spectrum to assist the Chairman and have delegated responsibility for the management of Health and Safety within their own business.
1.3 The Group directly employ a Group Health and Safety Department who in turn assist and advise the business in matters pertaining to the Health, Safety and Welfare of employees and any person who may be affected by the Group’s undertaking.
1.4 The Avant Homes Group will conduct our works in such a way so as to ensure, so ar as is reasonably practical, that persons not directly employed but who may be affected by our undertaking are not exposed to risks to their health or safety.
1.5 This policy may be amended by Avant Homes at any time. We will continue to review this policy to ensure it is achieving its aims.
2.1 At some point you may wish to see how the construction of your home is progressing. This may mean that you will have to visit whilst your home is still not build complete and located within an active construction area.
2.2 Pre-visit preparation: Before the visit the site and sales teams will carry out an inspection of the area to be visited. The site manager will explain to you any specific hazards that may be present or adjacent to the area that you are visiting. Please note that children are not permitted to participate in the home visit, this is due to the potential hazards associated with an active construction site and the requirement to wear appropriate PPE.
2.3 Escorting the Visit: You will be accompanied by Avant Homes Group Staff at all times during the visit with a ratio of no more than 2:1.
2.4 PPE: On a site visit you will be required to wear Personal Protection Equipment such as:
• Hard Hat
• Hi-Visibility Vest or Jacket
• Safety footwear inclusive of steel mid sole and steel toecap
• Sturdy outdoor shoes or boots. You will be shown the correct way to wear all of the equipment.
2.5 Walkways / Pedestrian Routes: Walkways / Pedestrian Routes will be provided for you to walk along with every effort made to remove any obstructions or tripping hazards. As you will be visiting an active construction area there is a possibility that not everything will be complete to a finished standard, the site and sales team will ensure as best they can that all potential obstructions are removed or sufficiently highlighted and protected along the route of the walkway. All crossing points will be clearly marked out and temporary covers will be placed over any excavations.
2.6 Plant operations: All plant operations will stop in the immediate vicinity and adjacent to where you will be visiting, operations will not recommence until such times as the visit is complete and when you have left the area.
2.7 Scheduled Visits: All visits will be scheduled in advance and only occur between 11:00am and 3:30pm on weekdays. This will allow site to start operating in the morning and give the site manager the opportunity to instruct his team.
2.8 Site visit Co-ordinator: In the unlikely event that the Site visit Co-ordinator thinks or considers that you are at risk or that you may be putting yourself or others at risk, then they have the authority to end the visit immediately.
3.1 Unless you are purchasing one of the last homes to be built and occupied on your development it is possible that we will still be working on other customers’ homes within the development when you move in.
3.2 The Avant Homes Group will always ensure, so far as is reasonably practical, that you and / or any of your visitors are not exposed to any risks to your health and safety as construction works progress.
3.3 The construction area will be enclosed behind either temporary or permanent fencing, please note that this could at times include some areas in the occupied areas due to associated work activities, for example service excavations and connections. The fencing is there for a reason and that is to provide perimeter protection around an area where people might not be familiar with the hazards and risks that could be present. Accordingly we respectfully request that you, your family or any visitors do not enter these areas.
3.4 We have identified the following as some particular risks that our customers visiting or living on our development sites might encounter or see:
- Construction Traffic: a development site is frequently busy with construction vehicles, such as forklift trucks, JCB’s, Excavators and a variety of delivery trucks and vans. The Avant Homes Group will take all reasonable steps to ensure that staff and contractors use, drive
- Harmful Substances: on an active worksite there are a number of activities and products that can give rise to potentially harmful dusts, vapours and gasses if they are not used correctly or if the is not correct protective equipment worn by the user / persons in the immediate vicinity. It is extremely unlikely that you or anyone else will ever be potentially exposed to any harmful substance if you remain outside the fenced off construction area. In the event that you do come across anything that causes you concern please do not hesitate to contact your site manager or sales office immediately.
• Potential Trips, Falls on pavements / roads: It is possible / probable that roads and pavements might not be fully complete to their final surface particularly if your development has ongoing construction activities. Roads / pavements that are not final surfaced can at times have uneven areas or dips and there will probably be a number of raised service connections. The site team will regularly inspect the roads and pavements within the occupied areas and will show areas to be filled / levelled off and for any raised services to be protected / ramped and highlighted as a potential trip hazard. In the event that we have missed something – please contact your site manager or sales office immediately.
and operate construction vehicles in a responsible manner. The Avant Homes Group will endeavour to carry out works involving plant and material deliveries away from occupied areas, we would however request that you remain mindful of the fact that there is a potential for construction plant and vehicle movements during the working day.
- Falling Objects: A significant amount of work to a house under construction is undertaken from a scaffold. Workers on the scaffold do use a lot of materials including brick, block, stone, cement and roof tiles. Every effort has been made to ensure, as far as reasonably practical, that any materials in use on the scaffold will not displace and fall to the ground below. Most scaffold structures will be within the construction area and will not present a potential Risk to anyone external to the construction area’s perimeter fencing. In the event that a scaffold is erected to your home’s perimeter we will discuss the matter with you and will ensure that the potential for falling objects is fully controlled.
• Signage: Signage will be displayed frequently throughout the site that will cover a large range of health and safety warnings and instructions. Such as speed limit signs for vehicles and warning signs for hazardous areas. For those who are living on a site, it is very important that you pay regular attention to signage. They are in place to ensure safety and may change on a frequent basis.
4.1 In the unlikely event that you do suffer an accident or an injury, however minor, on any of our development sites, please report to your site manager or sales office who will ensure that the incident or injury is recorded in the accident book which is kept in the Site Office.
5.1 Avant Homes is responsible for ensuring that its development sites are a safe environment not only for its staff and contractors, but also its customers and others visiting the site. However, you must also take care of your own health and safety and that of others. It is your responsibility to observe applicable health and safety rules and signage and follow our instruction for safe access to the development site.
5.2 During usual site opening hours, you should report any health and safety concerns immediately to the site Sales Advisor. At all other times, you should report any health and safety concerns to our emergency contact at 01207 503293.
5.3 You should co-operate with Avant Homes’ personnel giving you guidance regarding health and safety matters.
5.4 For those of you with young children that are living on an active construction site it is crucial to ensure that your children are aware of the many potential hazards associated with the construction area and why there is a site perimeter fence. Please emphasise the importance of not attempting to enter the construction area and why they should remain fully aware of construction traffic movements throughout the development at all times.
6. GENERAL
6.1 It is our job to make sure anyone visiting or living on site is as safe as possible. If you have any concerns please don’t hesitate to contact your site manager, sales representative or our customer service department.
