Customer Journey


Helping Every Step

We understand that this could be the single biggest purchase you make in your lifetime, which is why we make it our priority to ensure your experience is smooth, professional, and enjoyable.

Here is a guide to the home-buying journey, so you know what to look forward to when buying a Duchy Homes home. We’re here to help you every step of the way.

1. Reservation

When you visit us, we will give you all the time you need to explore your home-buying options and ask as many questions as you need to, so you are sure you are buying the right plot for you. We will provide you with full disclosure on all the important information about the site, available plots, and the specifics on your preferred home.

If a show home is available we will give you a personal tour to demonstrate the features of the house, before giving you time to browse the property by yourself. And when you’re ready to reserve your new home, we will go through a detailed Plot Information Form prior to completing a Reservation Form, ensuring that you are aware of all the details relating to the home you are purchasing, including the reservation fee, anticipated handover dates, and your cancellation rights.

We want you to start your exciting journey fully-informed so you can enjoy every step, right from the beginning.


2. Communication

You can rest assured that your Sales Executive will maintain regular contact with you throughout the entire process, to advise you of the build progress and answer any questions you may have at each stage.

We understand that you may have many different things to consider when moving home, such as taking time off work and arranging removals, which is why we endeavour to keep you fully-informed on when your home is expected to be ready, and if any changes occur these will be communicated to you without delay.

Personal Touches

3. Personal Touches

We’re not just building a Duchy home, we’re building your home, and depending on the build stage we give you the opportunity to personalise it to your own taste before you move in.

We offer a wide range of kitchen styles and tile colours, as well as optional upgrades such as luxury deep-pile carpets and quartz worktops, so we can create a home that is personal to you, and ready to enjoy as soon as you move in.

Your Sales Executive will advise which options are available and will then arrange a convenient time for you to visit and make your selections.

Site Visit

4. Site Visit

If you would like to visit your new home during its construction, whether to measure windows or just to keep in touch with the magic of your growing new home, we will do our best to make this possible – we understand it’s an exciting time!

Visits must always be made by prior appointment with your Sales Executive to ensure your safety on site, and we will provide any necessary safety clothing such as hard hats and high-visibility vests. The health and safety of our visitors is of utmost importance to us, which is why you must always be accompanied on site.


5. Demonstration

Once contracts have been exchanged and your fully-built home has passed an extensive Quality Assurance Inspection meeting NHBC standards, we will invite you to attend a demonstration of your new home.

Our Site Manager will show you how everything works and encourage you to try out any operations yourself so that you are familiar with your new home, including the heating and hot water system, kitchen appliances and where to find your stop taps.

It’s a milestone visit, as it means you’re nearly ready to move in, and we hope you will enjoy as much time and attention as you need at this exciting and important moment, asking any questions you may have.


6. Handover

This is the moment you have been waiting for! You can expect a clean, warm, inviting home that is completely ready for you on handover day.

Once solicitors have confirmed that monies have cleared, we will formally handover your keys, take meter readings and complete any moving-day checks with you.

We understand this is usually a busy day, so we leave you with a fuller checklist to complete in your own time during your first week.


7. Courtesy Visits

To make sure your move is going as smoothly as possible, we’ll pop round 24 hours after the handover, in case there is anything we can do to help you settle in. The Site Manager will then arrange two visits – one at 7 days and one at 28 days – giving you the opportunity to report anything that may need rectifying or ask any further questions once you’ve had chance to try out your new home.

We want you to feel reassured that should any issues arise within the first few weeks, we will be on hand to attend to them.


8. Aftercare

At Duchy Homes we place the highest priority on service and satisfaction, so you’ll enjoy our two-year Customer Care package with a dedicated in-house customer service team on-hand to deal with enquiries quickly and efficiently.

For extra peace of mind, our new-build homes come with a NHBC warranty covering any structural defects that may appear within the first ten years.