Customer Care

Here at Atlantic, we understand what an important decision buying a new home can be. We make every effort to ensure the process is as simple and stress free as possible and are on hand to give customers help and guidance wherever possible.

This Customer Charter has been set up to reflect our level of commitment to our customers and to provide an idea of service delivery, that customers can expect.

We endeavour to:

  • Make the home moving process as simple and stress free as possible.
  • Provide a professional, helpful and efficient customer service at all times.
  • To hand over the home to the customer on time and finished to the high standards we set ourselves.
  • To take all enquiries seriously and deal with them in a open and honest manner.

Our Service to you:

  • Prior to reserving a new home, our representative will provide a specification and layout of the property and details of all necessary pre-contractual information to enable the customer to make an informed purchasing decision.
  • Prior to exchange a representative will inspect the property with the customer to ensure works are complete and satisfactory.
  • On exchange of contracts, our representative will invite the customer to a demonstration to familiarise them with the appliances, lighting and heating controls of the property.
  • On the day of legal completion a handover pack will be given to the customer that will provide all necessary information to settle in to their new home. This pack includes the manufacturers manuals and warranties that cover the boiler and kitchen appliances as well as details relating to utilities, security, waste disposal and maintenance.
  • We will hand over a clean and tidy home that the customer can be proud of.
  • 72 hours after moving in, we will make a courtesy call to ensure that you are entirely comfortable in your new surroundings.
  • In the unlikely event that our customer service team have been unable to resolve any outstanding concerns, you can report the matter to Atlantic on-line at e-mail: land.newhomes@atlantic-housing.com or write to us at Atlantic, Atlantic House, 454-456 Larkshall Road, Chingford, London E4 9HH.