Customer Charter


Being a smaller housebuilder enables us to offer a more personalised experience throughout the home buying process. We recognise that buying your new home is one of the biggest investments you will make in your lifetime and are committed to making sure you feel great about it at each step of the way.

Below is our Customer Charter that sets out our commitment to you and contains important information about your new home purchase.

  • We will make information about each development available in advance of you placing a reservation.
  • We will provide you with a contact name, telephone number and email address for all purchase enquiries.
  • Our sales team or agent will support you through the buying process.
  • We will let you know of any relevant style choices and options you can consider for the interior of your new home. We will provide enough information for you to fully and properly understand the Reservation Agreement.
  • We will keep you updated on the progress of construction, progress of your purchase and completion date of the sale of your new V&A home.
  • You will be provided with information about what health and safety precautions to take when visiting a site under construction.
  • In advance of your move in date, we will invite you to a full walk around and demonstration of your new V&A home
  • On completion of the purchase, you will be given all guarantees and warranties for your new V&A home.
  • We will give you reliable information about the independent third party warranty provided with your new home and the initial two years defects cover provided by V&A Homes.
  • V&A Homes will provide after sales customer care, telling you about our procedures for dealing with defects and emergencies.
  • V&A Homes has adopted the Consumer Code for Home Builders, a copy of which is available to view on our website, and from our Sales Team.


We hope that you are thrilled with your new home and that our Sales and Customer Care Teams meet all of your needs. If however you feel the need to escalate any concerns please do so in the first instance to our Customer Care Manager in writing to 110 Kings Road,  Harrogate, HG1 5HG or  through email: If you feel further escalation is required then please contact our construction team at the same address or via: Failing that our Managing Director is the final option at the same address or via