In most cases, customer care means troubleshooting. It means overstretched staff in outsourced call centres struggling to deal with issues raised by increasingly frustrated customers. But that’s never the case at Strathclyde Homes, where the customer always comes first. Here, we do things differently. Rather than pass you around from pillar to post, we give you access to key individuals who are familiar with your situation and to whom you can relate. From the day you make your reservation until the day you move in, your individual Sales Consultant is your main point of contact. This allows you to establish a solid relationship with us.

Then after you’ve moved into your new home, your main point of contact will be your Customer Care Team. Your needs at this point will be different and often very specific, so your Customer Care Team consists of experienced and approachable individuals you will be able to meet and talk with directly. The one thing you won’t experience is an anonymous, uninformed, unfamiliar voice on the end of the phone. In fact, we aim to provide the best customer service of any housebuilder. As part of this aim, we have created a customer charter that clearly defines our goals and standards in caring for our customers.

We believe in:

• Being friendly and helpful, always.
• Being considerate of your needs.
• Doing what we say we will do and never over-promising.
• Getting it right first time. If we don't, we will admit our error and put things right quickly.
• Explaining our actions and decisions clearly.
• Going the extra mile.
• Continually seeking ways to improve the service we provide to all our customers.
• Developing the skills and attributes of everyone who works within Strathclyde Homes.

Our communication practices:

When you call by telephone:

When you write to us:

• We will respond to all written/email enquiries with a clear and full reply. In most cases this will be in writing but in some instances a telephone response may be provided.
• We aim to respond in full within 10-14 working days of receiving your letter/email. If this is not possible, we will acknowledge your letter/email and explain why there is a delay and when you can expect a full reply.

When you visit us:

• We aim to be punctual in keeping any appointments we make.  If we are unavoidably delayed, we will aim to get in touch to let you know.