Customer Care
Quality and customer care are top priorities upheld by everyone who works at Cartwright Homes.
Every home and every aspect of the way customers are handled is quality controlled with the simple, but effective question: “Is it good enough for Cartwright?” It’s why all homes are personally inspected by a member of the senior management team before they’re signed off. And it’s why customers are guided through the buying process and beyond with honesty and integrity.
These values don’t go unnoticed by customers. Families that have lived in Cartwright homes for over 25 years still feel that they can come to us for advice. They know that the door is always open, and time will always be made for them. It’s one of the reasons why people who have owned their Cartwright home from new come back to the company when they’re ready to buy their next property
Every stage of every build is quality controlled and logged in a 50-page homebuilder manual before being signed off. It’s all part of the company’s commitment to build quality homes that people want to live in and are proud to call theirs.
The innovative process is as follows:
- Welcome Meeting – At reservation the customer is invited to a ‘welcome meeting’ with the sales executive and site manager to run through the drawings and get an understanding of the build stages. A customer log is created.
- Homemaker Options – The customer is then invited to select their fixtures and fittings and any upgrades, subject to build stage.
- Pre-Plaster Visit – The customer takes a tour of their home with the site manager at the pre-plaster stage in order to see how the fabric of the property is constructed, where the stud walls are positioned and so they can understand the locations of pipe and electrical work. The customer is given a memory stick with photographs taken of the inside of their new home which they can refer back to in the future, for example when hanging pictures on the walls etc. These images are added to the log.
- Home Demonstration – When the home is complete, approximately 14 days before completion of the sale, the site manager and customer again tour the property and establish any remedial work that needs to be completed before move in day. The site manager will also explain how everything inside the home operates, such as the heating system, the easy-clean windows, utility metres, appliances etc. They are also advised on how to run the home efficiently.
- Senior Management Check – Before handover day a member of the senior management team will personally tour the property internally and externally to ensure it meets the high standards expected. They will personally photograph every aspect of the property and give these to the customer as a record as well as adding them to the log.
- Handover – Every Cartwright home is dressed with a ribbon across the front door for the new homeowner to cut when they arrive to take occupation. The customer is given an information pack and a welcome hamper.
- Introduction to Customer Care – Following move in day, a Customer Care representative contacts the customer to make an appointment for them with the site manager, where any snagging required is agreed. Any actions are added to the log.
- Management Call – Two weeks after moving in the customer is contacted by a senior manager or director who will find out how they are settling in to their new home and if all their needs are being met.
- Satisfaction Survey – Five weeks after moving in the customer receives a satisfaction survey to fill in. They are offered a £20 gift voucher for giving feedback or a donation of the same amount made to Cartwright Homes’ corporate charity partner, Guide Dogs for the Blind.
- Wetroom Check – Eight weeks after moving in a maintenance person visits the customer to do a ‘wetroom check’, where all baths and showers are check for any potential leaks that may occur as the house settles and mastic needs reapplying. This check was introduced based on feedback over the years from customers and has successfully prevented problems from developing in years to come.
Even when the process is completed, customers know they can follow up with the team at any point. The senior management team look into every single customer query and will deal with each issue independently, even if it’s outside of warranty.