Customer Care Charter

We all know how stressful moving house can be, and we will be there for you every step of the way.

Outlined below is Spitfire’s Customer Care Charter, which covers how we go about making sure there aren’t any hitches along the way, but in the event of an issue, how we will rectify it as quickly as possible.


We will give you all the detailed pre-contract information you need to make an informed decision about buying your new home. If required, we will help you appoint your own professional legal advisor to carry out the legal formalities of buying the property and to represent your interests.

We’ll work through any questions you may have, highlight all the options and choices for your consideration, and outline the typical timescales involved in being able to exchange contracts and complete the purchase of your dream home.

Our marketing and advertising will be clear and truthful and our contract of sale terms will be clear and fair.

We will make clear to you your cancellation rights. We will also explain how we protect your financial deposit. If we receive other pre-payments from you we will also tell you how we will look after them.

We will keep you updated with reliable information about the timing of construction, legal completion and handover of the property.

We will let you know about health and safety precautions that we and you must take before visiting a development site and, where appropriate, advise you on health and safety issues.


We’ll ask you to join us at your new home for a thorough inspection, where we’ll take you through the features, fittings and demonstrate how the appliances and services work. We will also carefully examine all the finishes with you to ensure your new home is completed to the highest standard.

We will give you reliable information about the independent third party warranties provided with your new home and any other guarantees and warranties from which you may benefit.

We will tell you about our procedures for dealing with customer complaints, including the availability of any services that can help you resolve issues over warranties.

We will co-operate with any appropriately qualified professional advisors you may appoint in the unlikely eventually of any disputes.

We will actively listen to you, ask for feedback and strive to continually improve our processes and procedures to benefit all our customers.


A 10-year Warranty guarantees that Spitfire will resolve any build problems with your new home for up to two years after completion. It also guarantees the property structurally for a further eight years. If you have any questions about the warranty cover please refer to your warranty booklet.

All defects and/or maintenance must be reported to our after sales team in writing and by telephone for urgent calls. There is a ‘what to do if you have a problem with your new home’ form in your hand over pack for any such problems. Our normal response time for non urgent problems is 7 – 21 days and urgent is 24 hours. All urgent defects are leaks, electrical heating etc. For settlement cracking, we advise to wait 12+ months for drying out.

Find your new home