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Customer Service

Your journey is the most important thing to us here at Bewley.

Customer Service

Your journey is the most important thing to us here at Bewley Homes.

Customers are central to everything we do. From the very first day you visit one of our developments to the day you legally complete and beyond, we are here every step of the way. We pride ourselves on taking care of our customers because your opinion matters to us. So, from the point at which you reserve one of our properties to the day you collect the keys to your new Bewley home and beyond, we are there.

We fully endorse the Consumer Code for house-builders and provide a 10 year warranty* for each and every one of our new homes. For total peace of mind, we also provide you with an initial 2 year emergency call out service, full details will be provided on legal completion.

To hear what our customers felt about their own Bewley journey, click here.

The Bewley Customer Journey Timeline
Click to open each section

When you choose the Bewley home that feels just right for your needs and lifestyle, you can reserve with us quickly and easily. We will ask you to complete some information with our Sales Executive to confirm any points which have been agreed verbally. You will be able to do this in person or online and pay an online deposit of £1000 (£500 if you are using the Help to Buy scheme). You will then need to instruct a solicitor to enable our legal team to issue a contract to them. Our teams will be able to refer you to several new homes specialists who may be able to assist with your mortgage and conveyancing if required.

Customers purchasing after 1st January 2021 will receive an online manual which is there to give you a guide to your new home. We believe that by providing the information early, you will have the time to read some important information about your new home. As your purchase progresses additional information will be added. If you have reserved prior to this date a hardback customer folio will be issued to you upon legal completion.

Once your new home is chosen, our team will invite you (subject to the stage of construction, usually pre-roof) to come and select colour options from one of our Interior Selection Boards. This will provide choices on tiling, kitchens, and flooring. There may also be some other items which we can offer that you may wish to add to your new home – these may be additional electrical sockets, tiling or external items such as patio areas or turf for the garden.

Your solicitor will have reviewed our legal contract on your behalf, requested the deposit amount from you and will have raised any relevant searches or enquiries on the plot you have chosen. Usually around 28 days from them receiving the contract, and your mortgage offer has been received, the solicitors will exchange contracts to confirm the purchase. If you have buyers within a chain, their solicitors will also need to be ready to exchange at the same time. It is always worth ensuring that if you have a purchaser for an existing property, that the buyer and agent are aware of the timescales you are working to regarding your new home.

We believe that having a demonstration of your new home holds great benefits for you and we hope, will add to the pre-moving day excitement. Bewley staff will invite you to attend an in person or online demonstration of your new Bewley home. This appointment will be made at a mutually convenient time with the Sales Executive, Site Manager, or a member of the Customer Service team.

This is an important appointment which we ask every purchaser to attend. We will discuss the operation and care of your new home and homeowner maintenance procedures. In person appointments usually will be held (with just one purchaser due to the current regulations) between 10.30am and 3pm on a working day. Online appointments may vary regarding the time available and will involve a member of our Bewley team going to the property and using video technology to talk to you whilst they move around the home from room to room.

We will make an appointment with you for a 7-day welcome visit to be carried out with our Site Manager to ensure that everything has gone well since you moved into your new home and to answer any questions you may have.

The most important day has arrived, and please be assured that a warm welcome awaits you. Your new Bewley home will have been prepared for you by our sales and construction colleagues. Usually, the legal completion is confirmed, and our team can provide you with your keys by early afternoon. This depends upon when your solicitors transfer the completion funds through the banking system to our legal team. The longer the chain, there can be delays and it is worth speaking to your solicitor about this ahead of the completion date. We are unable to allow removal companies into the property prior to the legal completion taking place but we will do our best to assist you when delays happen.

We will visit the property with you and take meter readings so that we can then inform the utility companies that you have taken legal completion and to transfer the services into your name. During the current pandemic, it has been necessary on occasion to provide remote key release procedures and should this be the case, our team will talk to you ahead of legal completion to make all the necessary arrangements. Your home will have been prepared for you, but our team would not in this case meet you in person.

If you’ve not already done so, we will make an appointment with you for a 7-day welcome visit to be carried out with our Site Manager to ensure that everything has gone well since you moved into your new home and to answer any questions you may have.

Please carefully check all fittings (sinks, baths, doors, door furniture, glass, work surfaces and appliances) prior to this visit, as this will be your last opportunity to report cosmetic damage. Any items recorded, that are covered by our warranty, will be rectified for you by our construction team.  

Our Customer Service team is on hand to help you during your warranty period. They will be in contact by letter to introduce themselves after your welcome visit, and once our construction colleagues have completed any listed and agreed work for you.

Already an existing customer?

View our Customer Charter

We’ve got you covered.

We fully endorse the Consumer Code for house-builders and provide a 10 year warranty* for each and every one of our new homes. For total peace of mind, we also provide you with an initial 2 year emergency call out service, full details will be provided on legal completion.

There when you need us.

Our team are on call 24 hours a day, 365 days a year to cover you in emergency situations in the rare event that your property is left without power, water, or heating.

0118 970 200 (option 2)

customerservice@bewley.co.uk

Inhurst House, Brimpton Road, Baughurst, Hampshire RG26 5JJ

Coronavirus update: To our customers, colleagues and friends - we wish you all a safe passage through these times and good health. Please take care. For more information please view our Health Policy and Visiting Arrangements