Looking for more information about the home buying process? Here you’ll find our handy tools and advice to make buying your dream Countryside home even easier.
We have lots of helpful information available for our existing customers! Take a look at our guides to discover more about your new home, or log into My Countryside home for extra advice.
At Countryside Homes we seek to provide high levels of service,
tailored to individual needs and also look to provide the additional level of assistance that maybe
required for vulnerable customers, in order to achieve a good outcome. However, it is not always
easy to recognise these characteristics. Therefore, if you believe you meet the criteria for a
vulnerable customer, please notify us as soon as possible of your particular needs and the
reasonable steps or adjustments that may be required, such as nominating someone to support you. You
are encouraged to do this when you first make contact with us.
We also operate a vulnerable customer policy which is designed to ensure that the way we conduct our
business does not have a detrimental impact upon vulnerable customers.
Code Compliance
We want every stage of your customer experience with us to be a good one, starting from your initial
enquiry right through to moving into and living in your new home. To support this we follow consumer
codes, the relevant code for your home purchase depends on when you reserved your home.
NHQC
If you made your reservation and paid on or after 8th April 2024, please click on New Homes Quality
Code
We pride ourselves in listening to our customers and their feedback is important to us. We want to
make sure that everyone is completely satisfied with the way we’ve managed the process of building
and selling our new homes.
We hope that your new Countryside home will not only meet, but better still, exceed expectations.
However, if there are any aspects of your journey with us that have caused issues or difficulties,
we’d like to know about it so that we can prevent them from happening again in the future.
The National House-Building Council (NHBC), on behalf of the House Building Federation (HBF), sends
out a survey to all new homeowners 8 weeks after legal completion. Please take the time to fill it
in, as we take your responses seriously and will incorporate everything we learn into the way we
work and into our staff training.
The feedback we receive is analysed within the company and you can be assured all individual
comments are taken on board. Constructive criticism, as well as positive feedback, are equally
important to us.
Previous comments from customers have already led to significant changes to our procedures and we
will continue to strive to constantly improve at what we do. We look forward to receiving your
completed questionnaire and would like to thank you in advance for taking the time to complete it.
Two-Year Warranty
We’ll still be in touch once you have the keys to your new home to make sure that your experience of
living in a new Countryside home is as everything you hoped for. If you need our help, we are only
ever a phone call away.
While we work our hardest to ensure there will be no problems after you move into your new home,
unfortunately issues do sometimes still arise.
You will be given details of the members of our Customer Services team so you know exactly who to
speak to. If any remedial work is necessary, it will be attended to within the hours of 8.30am -
5.30pm, Monday - Friday. Details of an emergency service provider will also be given in the event
anything should occur outside normal office working hours.
Non-emergency Service Calls
If any defects are identified we will aim to rectify them, subject to availability of materials and
you being able to give us access within twenty-eight days thereafter.
Exclusions
Things we do not cover are:
Normal shrinkage cracking which can be reasonably expected during the drying out period of the
property
Wear and tear through the use of your new home
Damage caused by neglect or failure to follow operating instructions, or lack of maintenance
Things which are normally covered by household insurance. You should approach your Insurer in
the first instance
Please note: Matters related to communal areas are to be reported to the Management Company
Emergencies - these will be responded to within 24 hours.
These we define as problems which are, or seem to be, harmful to your health and safety or security
or immediately harmful to your new home.
Emergency examples:
Uncontainable water leaks – drips are not considered an emergency
Total loss of water – if only affecting your property and not a street/community issue
Loss of power – if only affecting your property and not a street/ community issue and not caused
by an appliance
No hot water or heating – check boiler pressure first and timer settings
Blocked drains causing overflowing waste
Toilet not flushing – if this is the only toilet in the property
Failure to external ground floor door locks – preventing the property from being secure
If you suspect a Gas leak – first call 0800 111 999 and then call our out of hours team
Customer Complaints Procedure
For information on our complaints procedure please click here
References to “we”, “us” or “our” are to the part of the Vistry Group (including Linden Homes, Bovis Homes, Countryside Homes, Drew Smith, Vistry Ventures or one of Vistry’s joint venture companies) from which you are intending to purchase a new home. References to "you” and “your” are to the prospective buyer or buyers of a new home from us.
All images are used for illustrative purposes only and are representative only. They may not be the same as the actual home you purchase and the specification may differ. Images may be of a slightly different model of home and may include optional upgrades and extras which involve additional cost. Individual features such as windows, brick, carpets, paint and other material colours may vary and also the specification of fittings may vary. Any furnishings and furniture are not included in any sale. Please check with our sales consultants for details of the exact specifications available at the development(s) for each type of home and the associated prices.
