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0191 236 7212

[email protected]

Customer Care Pledge

Tantallon Customer Commitment

Tantallon Homes believe keeping you fully informed throughout the home-buying process is the key to making the whole experience smooth and enjoyable. It’s our way of making sure you receive exceptional customer service and relevant communications before, during and after you move in. To help us achieve this, as soon as you reserve, you will be given access to our Customer Portal. You will then be able to see updated forecast dates and progression, information about your new home and a full selection of Tantallon Distinctions to view and select at your leisure.

Before Moving In…

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From the moment you reserve your new Tantallon home, we commit to make the experience enjoyable and informative each step of the way. We will take care of you, not just when you’re buying but also after you have moved in. All our employees are trained and encouraged to provide a high level of customer service and to deliver our comprehensive pre-move and after-sales pledge.

At reservation, you will be provided with a forecast of three months for your anticipated move in date. Updates will then be provided via the Customer Portal. (All dates are forecasted and in good faith based on the information regarding trades, materials and weather at the time of issue and subject to change).

You will be provided with access to our Customer Portal, this will keep you up to date with build progress, move in dates, Tantallon Distinctions and sales progress.  When you move in you will be given access to the aftercare area.

At reservation stage you will be shown details of the appearance and location of your chosen home together with all relevant surrounding information. The reservation agreement will set out the key terms of your home purchase, including the reservation period, purchase price and other important information.

We will inform you of the main points of contact, who can assist you with information during your reservation, your moving in experience and beyond. Our sales team are fully trained to offer you expert guidance and practical assistance throughout the process. We will regularly communicate to keep you informed of the progress of your new home and our Sales Executives will respond quickly and efficiently to any queries you may have.

When you Exchange Contracts confirmation will be sent to you.

Your home will be built in accordance with relevant planning and building regulations and all stages of construction of your home will be inspected by us and the appointed warranty provider. On the day you complete on your purchase, we will provide you with a quality assured certificate.

We will provide you with a specification and will explain the external materials such as brick colour and roof tiles.

You will be able to select certain elements of the fixtures and fittings in your home, encompassing the latest designs from leading manufacturers; the choice will depend upon the stage of build of your home at the time of reservation and/or ordering.

If you wish to further personalise your new home, an exciting range of options is available to buy from our Tantallon Distinctions range, helping you make your new home ‘Distinctively Yours’. Our dedicated Sales Team is on hand to guide you through the choices available.

We will provide you with an estimated build completion date at reservation. 

You will continue to be updated during the sales process by our Sales Executive on site and via the Customer Portal. 

We always welcome you and your family to our Marketing Suite to discuss the progress of your new home. However, building sites can be dangerous places and should you wish to view your home, this can only be done at the later stages of construction, when we feel you will be safe and only with the express permission of the Site Manager in charge, we must, therefore, ask that you make an appointment so that we can ensure your health and safety during the visit. If a visit is possible, please always take the advice of our site teams.

A member of our team will show you your new home and demonstrate the fixtures, systems and appliances fitted before you move in to ensure that you are happy and familiar with their operation.

After You Pick Up The Keys...

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A day after legally completing your purchase and moving into your new home, a member of our sales team will contact you to ensure that all is well. Our Site Manager or their representative will contact you on the next working day to ensure that you are familiar with everything in your new home.

During normal office opening hours you may use our dedicated customer care helpline.

[email protected]

0191 2367212

A customer hotline is available to call outside normal working hours, so in the unlikely event of an emergency such as a complete loss of electricity, gas, water or drainage to your new home, assistance is available.

01207 503293

Minor problems may sometimes occur in your new home within the first few weeks of moving in. Any problems should be reported via the Customer Portal, and we will endeavour to complete all agreed items within one month of receipt.  Please note that damage to cosmetic items, such as kitchens, sanitaryware must be reported to the Sales Executive on the Key Exchange form on the day of completion.

While our sales office remains on the development, we hold an informal clinic every Monday dedicated to offering you extra help and assistance during and after the purchase of your new home. Our clinic is open from 5pm to 6pm in our sales office and members of the development team will be available to discuss any questions you may have, by appointment only.

Every Tantallon home comes with a 10-year new homes warranty. Comprehensive details can be found on the relevant warranty provider website. Every new home also has a 2-year Tantallon Homes warranty, we enforce any warranties provided by the manufacturers for fixtures and fittings in your home.

We will undertake to be as considerate as much as possible whilst construction continues on your development. Please refer to your Sales Executive in respect of some simple health and safety rules that will keep you and your family safe while construction continues.

When you decide it is time to move on, you can use your £500 voucher towards buying a your next Tantallon home.

We value your feedback. Should you have any comments on any aspect of our service, please do not hesitate to contact us through your regional office [email protected] .

We adopt the industry standards of good practice, procedures and information in accordance with Consumer Code for Home Builders.