YOUR CUSTOMER JOURNEY “We have recently reserved our first home at Waltham Grange and cannot fault the service received by Margaret and Alison in the Sales Office. They guided us through the process and nothing was too much trouble.” SARAH HENDRICKS, WALTHAM GRANGE PURCHASER RESERVATION Once your reservation fee has been paid, to ensure complete peace of mind, your new home will be reserved for 28 days and this will be confirmed in writing within 48 hours. During this 28 day period, the price will be fixed and we will not enter into a reservation agreement with another customer on the same property. If for any reason it’s not possible to exchange contracts within 28 days, don’t worry, all you need to do is speak to the Bargate Homes sales team who will be happy to assist you on the path to your new dream home. EVERYTHING YOU NEED TO KNOW We find that the post reservation meetings are incredibly useful in ensuring that you are fully aware of all the finer points of your beautiful new home POST RESERVATION Within 10 days of reserving your home, you will have a post reservation meeting with your Sales Adviser. This is a comprehensive review of every aspect of your home and its situation: detailing layout, appearance, location, site layout and boundaries from working plans. In addition, the standard specification of your home is confirmed. “We loved the character, the features of the buildings, like the porch and the brickwork. Typically, I think new builds don’t have a lot of character. That’s why I didn’t want one. When we saw this home, we were amazed.” SOPHIE GANDERTON, SEVEN ACRES PURCHASER “We have been delighted by the Bargate home buying experience. It is world renowned that buying a house is a stressful time. It was our first time buying ‘off plan’ and having set foot in the marketing suite, we just knew we were making the right decision.” KEV JEFCOATE, FOREST GATE PURCHASER MEETING YOUR SITE MANAGER Within 14 days of reservation, your Sales Adviser will arrange for you to meet your Site Manager. Beyond ‘putting a face to a name’, the purpose of the meeting is for you to share any construction-related questions, issues or concerns that you may have considered since the post reservation meeting. It’s always good to meet the person who is involved at the sharp end of things – actually building your new home! “The whole experience has been a pleasure and the Bargate Homes team couldn’t have done more at every stage of the process.” CHRISTINA KEMP, NORTON HEIGHTS PURCHASER CONFIRMATION OF YOUR BUILD PROGRAMME Within 48 hours of placing your reservation, you will receive a letter confirming our 9-point build programme. This is designed to keep you informed and aware of the various stages of the build programme, with indicative timescales. ‘Not knowing’ is not part of our customer-focused process. SHARING YOUR EXCITEMENT We’re excited, we know you’re excited and we are keen to share this excitement with your friends and family. MAKING MEMORIES At Bargate we create individual homes which are the dream homes of our customers. So, unlike other homebuilders, we look to share the excitement of your home being built, by inviting you on-site, to lay a brick. An emotional milestone in your journey, we even capture the moment on camera! “The memories and photos of being part of the build are ones we will cherish forever, and make our very first home even more special to us.” HAYLEIGH FRITH, BIRCHWOOD PURCHASER “Lorraine devoted hours of her time to guiding us through choosing beautiful elements of our home, and ensuring we knew every little inch of how it would look and where things would be.” HAYLEIGH FRITH, BIRCHWOOD PURCHASER CHOICES AND EXTRAS Although we spend a great deal of time designing and considering all new homes, it may very well be that you want to put your stamp on your new home. We, subject to build stage, are very keen that you should do this. Not only can you choose your tiles, flooring and kitchen units but we also offer an additional range of optional extras you may want to add. Extras are paid for at the time of order. As the build programme never stops, by delaying choosing, ordering or paying for extras you could miss out on the significant opportunity to make your home your own. Once you’ve made your mind up time really is of the essence. ANOTHER OPPORTUNITY TO MAKE MEMORIES By this stage, the excitement really is building and your new home is taking shape. INVITATION TO VIEW Again, as your home’s build programme evolves, we understand your excitement and want to further add to the special and memorable nature of the experience. So, we, unlike other homebuilders, invite you to see your home at first-fix stage. Here, you get to see behind the scenes, the detail of what goes into your home before the plasterboard is fixed in place. You truly start to see the scale and thoughtful layout of it first-hand, as you are guided room-by-room by your Site Manager. From this point onwards, you will receive a weekly call from your Sales Adviser continually updating you with build progress. “Although unusual within the industry, this is a great way of staying in touch with both our customers and the beautiful new homes that we build.” JEREMY TREZISE, FINANCIAL DIRECTOR DIRECTOR SIGN-OFF Your Site Manager will carefully oversee the construction of your home - through all stages – to industry best practice and approve its completion. However, at Bargate, this commitment to quality goes a stage further. Such is the pride in our product that your home – like every single one we build – will be further inspected by one of our board of Directors. They have a simple criteria in assessment: “Would I be delighted to move in?”. Only when they are, will your home be released for occupancy and a moving-in date confirmed. This level of scrutiny is unusual in our industry but we feel an important re-assurance to customers. IN THE KNOW We find that our customers really value the home demonstration as it is an opportunity to find out where everything is and how it works with a bit of peace and quite and the experts in attendance. HOME DEMONSTRATION Within 3 days of director sign-off, a home demonstration will be arranged at your convenience. Both the Sales Adviser and Site Manager will be present to take you through your new home. This will include a complete walk around and a demonstration of the appliances, heating and hot water systems. This is your opportunity to really get to grips with your new home and everything it includes. “With Help to Buy, we were lucky enough to find an affordable two bedroom semi-detached new build which really is everything we could hope for and more for our first home together.” MEON GREEN PURCHASER IT DOESN’T STOP HERE As a small customer-focused business, we’re always here for you. So, should you have any questions or queries about your new home, you can contact us to get the view of an expert. HANDOVER Following your home demonstration, it’s time to move in! On move in day, let us know when you are due to arrive and you will be met by your Sales Adviser, who will hand over the keys to your new home, read the utility meters and present you with your sales manual. Your sales manual will provide you with information about your new home, including a schedule of internal and external finishes, information on caring and maintaining your home, plus details of warranties and customer care information. Within 3 days of your handover, you will be contacted by a member of the Customer Care team, who will explain your 10-year structural warranty and 2-year customer care cover. “We are always striving to improve both our homes and our service and I find the feedback we get from our customers invaluable.” ANDREW FRENCH, HEAD OF SALES INDEPENDENT MARKET RESEARCH Customer service is a key performance indicator for Bargate, but we can only improve our service if you provide us with detailed feedback. To that end, you will be contacted by telephone, within 3 weeks of your completion by In-house Research, an independent market research company. FOR COMPLETE PEACE OF MIND You will be given emergency call out numbers so help will never be more than a phone call away. MAKE YOURSELF AT HOME Within 7 days of your completion, your Site Manager will visit you to check all is well and to assist with any minor operational aspects of your home. Hopefully you will have no issues, but with a man-made product, built in varying weather conditions, there may be some remedial items that require our attention. Any issues will be discussed with you as well as how they will be rectified. Within 5 days of this visit, your Site Manager will confirm any issues and outline proposals and timescales for redress. We aim to complete non-urgent items in 2 weeks an emergency works within 24 hours. At Bargate, we believe ‘delight is in the detail’ and in creating our 12 stage customer journey, we engender a superior level of informed engagement, making the process as easy and enjoyable as possible for customers. Bargate Homes Ltd, The New Barn, Vicarage Farm Business Park, Winchester Road, Fair Oak, Hants SO50 7HD 023 8060 2255 info@bargatehomes.co.uk Bargate Homes Ltd, Peninsula House, Wharf Road, Portsmouth, England, PO2 8HB INSTAGRAM Bargate Homes Limited, Registered company number: 5626135. 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