Customer Charter

The Spitfire Customer Charter sets out the process of purchasing a property from Spitfire Bespoke Homes.

Our pledge to you is to provide a professional, efficient and helpful experience.


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 Bespoke Homes to prevent the property being remarketed.

An ongoing relationship

When you reserve a Spitfire home you will have a dedicated point of contact within the Sales team that will assist you from reservation through to home demonstration. This person will guide you through any specification choices and premium upgrades and keep you regularly informed on the progress of your new home.

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

Specification and premium upgrades

The signature specification for your home is set out within the specification section of the sales 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.

Exchange of contracts

Prior to your exchange of contracts we will complete a checklist to ensure that we have provided all relevant information to you about your new home. 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.

Estimated completion

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

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

Health and safety

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

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

Notice to legally complete

Once the Spitfire Quality Assurance certificate has been issued, 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.

Spitfire quality assurance

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 the Quality Assurance certificate at your home demonstration prior to moving in.

Home demonstration

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.

Moving in

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 Sales team, together with the Site Manager, will meet you at your new home and hand you the keys.

One week later

Within a week of moving in, the Site Manager will visit you at your property to ensure that you are settling into your new home. This is an opportunity to raise any immediate concerns or ask any questions you may have regarding your property.

The first 28 days

Within the first 28 days after moving in, a member of our Construction team will arrange for a visit to your property. This is an opportunity to notify us of any minor defects that you have identified at your home that are not listed in our Exceptions & Exclusions Guide.

We will always defer to the NHBC Standards for tolerances and finishes.

Living guide

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

Peace of mind

Spitfire provides all of our customers with a 24-hour emergency phone number. This should only be used in emergency situations when a response is needed straight away.

Warranty period

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.

Find out more about your warranty.

The survey

Good customer service providing a professional experience for you is paramount to Spitfire and is a key performance indicator for all Spitfire employees.

We value your views and feedback and ask that you complete our simple Customer Feedback Survey to help us improve our service. The survey will be issued to you electronically once you have settled into your new home; a printed version of the survey is available upon request.

Management companies

Very often there will be a Resident Management Company that owns and manages common areas. This will have been explained to you in detail by your solicitor.

There is a straightforward legal process that Spitfire will arrange once the final property is sold; this process is set out in detail in the Spitfire Living Guide.

If you have outstanding questions regarding the above, our FAQ’s may be able to help.

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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, illustrations and photographs are indicative and for illustrative purposes 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.