Customer Care Charter | Spitfire Bespoke Homes

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Customer Care Charter


Our values, standards and service


The Spitfire Charter sets out the process of purchasing a Spitfire home which we hope will provide you with a first-class service. Our pledge to you is to provide a professional, efficient and helpful experience.


Whether we’re creating a chic contemporary townhouse, a characterful Cotswold home or a classic mansion, all of our homes share the Spitfire signature; the unique qualities and characteristics that ensure that elements of your home are truly distinctive. We do this by the careful selection of the external finishes and internal specification, sometimes to provide an architectural contrast or statement, and sometimes to create a home that’s sympathetic to its surroundings.

For those clients who purchase early on in the construction process, there is also the opportunity to personalise your Spitfire home with a choice of specification finishes and premium upgrades – all of which help to make your home as individual as you are.


Once a reservation fee has been paid, your property will be reserved for a period of 28 days. During this period, the price will be fixed and we will not enter into a new reservation agreement with another customer on the same property.

Any extension to this time must be agreed by Spitfire to prevent the property being remarketed.


When you reserve a Spitfire home you will have a dedicated point of contact from reservation through to home demonstration. They will guide you through any specification choices and premium upgrades and keep you regularly informed as to the progress of your new home.

Your Relationship Manager will also accompany you on the site visits. The first, before your new home is plastered and the second, while it is being decorated.


The signature specification for your home is set out within the specification section of the brochure. Subject to the build stage there will be the opportunity for you to personalise your new home with choices from our specification range. Alternative upgrade packages will be made available to further enhance your property.


Weather and other matters beyond our reasonable control make the time needed to construct your home unpredictable. You will be given an estimated completion date at reservation, contract exchange and thereafter if the estimated dates move by more than 1 calendar month.

The Consumer Code requires a realistic time frame to be provided at exchange of contracts; between the build stages of foundation to weather proof, a calendar quarter, and between the build stages of weather proof to decoration, 1 calendar month.


Prior to your exchange of contracts we will complete a checklist to ensure that all of the information provided is accurate. To avoid any misunderstandings you should ensure that before you exchange contracts, your legal representative confirms in writing any spoken statements that you are relying upon in the purchase of your new property.

Your solicitor will require funds equivalent to 10% of the purchase price at this point along with evidence that any mortgage funds required are confirmed.


Your property will be inspected by a senior build manager to ensure that it adheres to the Spitfire quality benchmark.

You will be provided with a Quality Assurance certificate at your home demonstration prior to moving in.




Once the Spitfire quality assurance certificate has been received, our legal team will contact your solicitor and serve the notice for completion. Moving into your new home will happen ten working days after the notice is served.

Please be aware that any moving-in dates discussed prior to this will be provisional.


Once we are in receipt of the Spitfire quality assurance certificate, you will be invited to a demonstration of your new home.

This will include a complete walk around and a demonstration of the appliances, heating and hot water systems. You will also be given the chance to inspect all cosmetic finishes including kitchens, work surfaces, sanitaryware, glass and flooring. At this time you will be given a copy of the Spitfire Living Guide with more detail about living in your new home.


We will meet you at your new home on the day of completion.

Once our solicitors are in receipt of the completion funds a member of the Spitfire customer service team, together with the site manager, will meet you at your new home and hand you the keys.


Access to areas of construction is prohibited without prior authorisation, you are required to be accompanied and wear suitable protection.

Compliance with all Health and Safety policy is the responsibility
of the individual.


On the day you move in we will provide you with a comprehensive homeowner’s manual which contains instruction manuals and warranties together with a description of the systems and services installed in your home.


28 days after legal completion, Spitfire will write to you asking for your 28-day follow up. This is an opportunity to notify us of any minor defects that you have noticed at your property that are not listed in our exclusions document detailed in the Living Guide.

We will always defer to the NHBC finishes and tolerances guide.


Your new property benefits from a 10-year structural warranty.

For the first 2 years of the warranty, Spitfire will attend to any work required. The details of what is covered under this warranty are set out in the Spitfire Living Guide.


Customer service is a key performance indicator for Spitfire, but we can only improve our service further if you provide us with honest feedback.

It is very important that we hear back from all of our purchasers so you will be provided with a choice; a written survey that you can post back to us, or a telephone survey if that is more convenient.


Spitfire provides all of our customers with a 24-hour emergency phone number; refer to your Homeowner’s Manual for more information. This should only be used in emergency situations when a response is needed straight away.

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Terms and Conditions:

This information is for guidance only. These particulars should not be relied upon as accurately describing any of the specific matters described by any order under Property Misdescriptions Act 1991. Although every care has been taken to ensure that this information is correct, this information does not constitute a contract, part of a contract or warranty. All computer generated images are indicative only and typical of the Spitfire Bespoke Homes product. Site plans and floor plans are not to scale and dimensions should not be relied upon for flooring or furniture placement. Furniture is not included. Any landscaping shown is indicative only, please refer to landscaping layout for full details.