The Beal Promise

The Beal Promise

We want your purchase and move to your new Beal Home to be a happy one. We will do everything we can to help. Here is our Customer Service Charter, our promise to you.

We will: (click to expand)

  • Constantly strive to improve the levels of service and quality we offer you.

    Beal Homes is proud of the level of service it offers its customers and the quality of new homes that we build.  However, we never rest and are constantly looking for ways to improve the quality of our homes and the levels of service offered.  We use the latest technology and best quality products available.  All of our new homes are checked at every stage of construction to ensure that the end product is a home which we are proud to hand over to our customers.

  • Our marketing and advertising material will be clear and truthful.

    We constantly monitor and re-assess the clarity and accuracy of the marketing literature and information that we provide.  We endeavour to ensure that our sales literature correctly reflects the end product and is fully compliant with the Property Misdescriptions Act 1991.

  • Help you make an informed decision about purchasing a new Beal Home.

    We will supply all home buyers with enough pre-purchase information to help them make suitably informed purchasing decisions.  In all cases this will include:-

    1. A written reservation agreement setting out the terms of sale, including the price.
    2. Details of your new home, including the layout, appearance and plot position.
    3. Floor plans showing approximate room sizes.
    4. Specification of the home, including fixtures and fittings to be included and summary details of the type of construction.
    5. Details of any management service charges and organisations to which the home buyer will be committed, with an estimate of the cost.
    6. An explanation of the home warranty cover.
  • Help you choose and appoint your own independent professional legal adviser.

    To deal with the legal formalities of buying your new home and represent your best interests in all aspects of the purchase transaction.

  • Keep you fully informed throughout the home buying process.

    We will keep in regular contact and advise you of both the legal and structural progress of your new home.  Upon reservation you will be given our best estimate of when your new home is likely to be ready.  Upon exchange of contracts you will be given an anticipated date of build completion, this will be dependent on the construction stage of the property at that time.  Your actual moving in date will be confirmed when the Warranty Provider Cover Note is received.  At this point your legal adviser will be given formal notice to legally complete your purchase within 10 working days and you will be invited to attend an inspection and demonstration of your new home before moving in day.

  • Provide professional advice and assistance with choices and options available to you.

    Our experienced in-house Customer Service Team will provide you with help and advice to assist you to make your personal choices from the selections and options available.  A specific appointment will be made for you to visit our Customer Selection Lounge, where you can take time to select fixtures and fittings to personalise your new home.  Precisely what choices are available will depend on the stage of construction of your new home when you reserve.

  • Make you fully aware of health and safety precautions.

    Building sites can be dangerous places. The safety of our staff and visitors is of paramount importance to us and it is essential that all personnel follow strict health and safety guidance procedures.  The Company has a strict Health and Safety Policy which cannot be deviated from and must be observed by visitors and staff at all times.  Please therefore be aware of these regulations:

    In particular:
    1. Unaccompanied visits to construction areas are not allowed at any time for any reason.
    2. Any access to construction areas can only be arranged by prior appointment through your Sales Executive.
    3. When visiting construction areas a safety helmet and any other protective equipment provided must be worn at all times.
    4. Children must be kept under control at all times and are not allowed to enter any of the construction areas.
  • Provide you with accurate and reliable information regarding the NHBC 10 Year Buildmark warranty and manufacturers’ warranties.

    'Buildmark' is the name of NHBC's 10-year warranty and insurance cover. It is designed to protect owners of newly-built, or newly-converted residential housing, if a problem does occur in a new home registered with NHBC.


    Find out more about Buildmark or download the Buildmark booklet pdf.

  • Fully demonstrate and explain your new home before you move in.

    Before the legal completion of your new home you will be invited to attend a full Customer Inspection and Property Demonstration with our Sales Executive and Site Manager.

    Customer Inspection
     
    During your appointment you will be asked to carry out a thorough inspection of your new home.  During this inspection you will be asked to pay particular attention to the sanitary ware, wall tiling, glassware in doors and windows, kitchen appliances, work surfaces, sinks, fires and surrounds.  You will also be checking that all non-standard and upgraded items have been installed as requested.
     
    Any items which you have identified as requiring further attention should be noted on the Customer Inspection Form, a copy of which will be given to you on completion of the inspection.
     
    Any items which you have noted will be addressed prior to legal completion taking place (subject to the availability of certain items if a replacement is required).
     
    Customer Demonstration
     
    Following the inspection of your home, our Site Manager and Sales Executive will fully demonstrate your new home to you.  It is very important that you fully understand the basics of your new home and how to run it in.
     
    During this demonstration the following (but not limited to) will be explained to you.
    • Boiler, hot water and heating system
    • Mains services, meters, consumer unit and location of stop cock
    • Appliances
    • Alarm Systems
    • Fire and surround
    • Ventilation and the extractor fan systems
    • Landscaping 
    Again, a form will be completed during the demonstration ensuring that the workings of the home have been properly explained to you and a copy of the completed form will be presented to you once the property has been fully demonstrated.  
     
    During your customer inspection and home demonstration, our Sales Executive will also explain to you the probable completion date and the procedure of key release on the day of the handover.
     
    Legal Completion
     
    On the day of legal completion of your new home and when you arrive to collect your keys, you will be asked to complete a Legal Completion Form.  Our Sales Executive will again walk you around the property and ensure that all items which you identified on your Customer Inspection Form have been completed to your satisfaction.
     
    Important Note:  Please note we will request that, during the final handover, you pay particular attention to the sanitary ware, wall tiling, glassware in doors and windows, kitchen appliances, work surfaces, sinks, fires and surrounds to ensure there has not been any damage since you carried out your customer inspection as Beal Homes cannot be held responsible for any damage identified after legal completion.
     
    All main service meters will be read and keys noted and handed over to yourself.  You will also receive your own personal Home File (please see section ‘Provide you with a personal Home File’).
     
    A copy of the Legal Completion Form with details of meter readings, keys etc., will be handed to you at this time.
  • Provide you with a personal Home File.

    Your personal Home File will be presented to you at your legal completion appointment.  The Home File will contain details of your new home, including how to ‘run in’ a new property together with copies of all appliance guarantees, warranties and user manuals.

  • Provide industry leading levels of after sales customer service.

    The level of after sales service and customer care is of vital importance to us – our reputation depends upon it!

    Our dedicated Customer Services Team will not only be your point of contact when you make the initial selections for your new home, but continues once you have actually moved in to your new Beal Home.  We want you and our team to build a special relationship – we are here to help.
     
    Immediately after you move into your new home we ask that you carefully study your Home File.  The file clearly explains how to ‘run in’ your new home and how to report any defects should they arise.  Although we hope that you will encounter no problems with your new home, should you need to contact us, please note the following:
    • Emergency telephone number for problems which require urgent attention, such as electrical or plumbing failure (e.g. leaks). Contact Freephone No. 0800 612 1216.
    • Non-emergency requests.  These items should be reported to us either, in writing, to our Customer Services Manager, Gemma Beal, at Beal Homes, Holderness House, Tower House Lane, Hedon Road, Hull HU12 8EE, or by email to: gemma.beal@beal-homes.co.uk
    • Items which are not covered and deemed as wear and tear are clearly detailed in the Home File for your information.
    If you are not entirely satisfied with the way in which a request or complaint has been handled we ask that you write to the Chairman and Managing Director, Mr R L Beal, who will investigate and respond to your query personally within one week.
     
    Should our Complaints Handling Procedures fail to resolve the issue to your satisfaction, as a Home Buyer you may refer your complaint to the NHBC as the Warranty Provider for your new home.  Where appropriate you may take your complaint to the Customer Care Independent Dispute Resolution Scheme.  Click here to view the Consumer Code for Home Builders.
  • Offer valuable savings on the purchase of any future Beal Home.

    You will be sent a Loyalty Discount Entitlement Certificate shortly after you move into your new home.  

    The Certificate entitles you to a generous discount against any future purchase of a new Beal Home.
     
    To claim your Loyalty Discount, you should simply produce the Certificate at the time of reserving your next new Beal home and your discount will be automatically deducted from the purchase price.
  • Contact Details

  • Beal Developments Ltd Holderness House, Tower House Lane,
    Hedon Road, Kingston Upon Hull, HU12 8EE

  • Tel 01482 899 114
  • Fax 01482 890 902
  • www.beal-homes.net