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Our Customer Charter

Our Customer
Charter

Carlisle Homes is built on the promise of achieving unparalleled excellence in customer service.

Customer Care

We Aim:

  • To ensure our customers are our focus with every decision we make
  • To provide you with a consistent experience that is both enjoyable and rewarding
  • To make communicating with us easy and convenient for you, in any way you prefer - by telephone, email, in writing, in person or through our online portal
  • To be committed to continuous improvement and as part of this process we will be asking you to share your experience with us at various stages throughout the process
  • When you raise an issue your Client Liaison Executive or Construction Supervisor will contact you within one working day to provide you with an opportunity to discuss the matter further
Carlisle Homes Customer Charter

Superior Quality

We Promise:

  • To build your home to display home quality and within set timeframes
  • To conduct joint on-site inspections with you, during business hours, at regular intervals throughout the construction phase
  • To engage Qualified Building Surveyors at certain stages throughout construction to provide quality control inspections
  • To provide an extensive 100 point warranty inspection three months after settlement
  • To provide you with easy to understand documents including the use of HIA New Home Building Contracts, in advance of signing

Service Excellence

We will:

  • Always be approachable in our dealings with you by being polite, clear and straightforward in our responses
  • Respond to any general enquiries you direct through to us within one working day
  • Provide continuity by providing you with an experienced Client Liaison Executive and Construction Supervisor as your dedicated point of service
  • Proactively contact you with fortnightly progress reports prior to going to site and weekly during construction
  • Provide you with comprehensive information explaining the entire building process from sale through to completion of the warranty period
  • Contact you within 14 days of settling into your new home, to answer any queries

Issue Resolution

We will:

  • Attend to all issues and disputes that arise promptly and with transparency
  • Give you the opportunity to discuss all issues with us openly and fairly and provide a formal response to you within seven working days

We Ask

That you as a customer:

  • Be complete and accurate in your dealings with us
  • Extend mutual courtesy and respect to our team members
  • Take the time to understand your obligations and strive to fulfill them
  • Thoroughly read the documentation provided to you and seek further clarification where necessary
  • Be honest and transparent in your dealings with us, if you have feedback for us, positive or constructive, please let us know
Carlisle Customer Charter seal