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Our customers
come first

Customer Care

We're always here to help

At Pennyfarthing Homes our customers always come first. This philosophy has been reinforced by the number of National Awards received over the years.

In 2008 our ‘Customer Ready Certificate’ (CRC) procedure was introduced. This service ensures that each property undergoes a series of comprehensive checks from all departments with a view to eliminating any underlying issues. This has proved to be a highly efficient measure and means our customer can be assured that the property is delivered to them at the highest standard.

Since its introduction the CRC scheme has resulted in us winning ‘Best Customer Satisfaction Initiative’ at the Housebuilding Innovation Awards and receiving recognition at the Daily Express National Housebuilder Awards, something we are particularly proud of as it is voted for by Pennyfarthing Home’s customers.

We like to interact with our clients from the outset and the Pennyfarthing’s welcome starts at the first point of contact whether it be via an online enquiry or a visit to one of our show homes. Each member of our team can offer guidance, advice and expertise to help you make an informed decision on your purchase.

The pre-handover meeting with our dedicated Customer Care Representative or site manager helps you to familiarise yourself with the property and the handover meeting is full of practical advice and demonstrations on how to operate our systems. You will also receive a Homeowner Manual and one month after you have settled in our Customer Care Representative or site manager will return to check everything is in order and complies with our high standards.

Support at every step

From your very first contact with Pennyfarthing, we provide you with first class customer service, with a personal touch, incorporating reliable information, enabling you to make an informed decision about your purchase.

  • Guidance through the reservation process, giving help, advice and information. Pre-handover meeting with our Customer Care Representative or site manager to familiarise yourself with your new home, prior to occupancy.
  • Handover meeting with either the Site Manager/Customer Care Representative or site manager or a sales representative, who will demonstrate the operation of the central heating system and other fittings, upon occupying the property.
  • Homeowner manual giving comprehensive details about your home.
  • One-month settling-in meeting when our Customer Care Representative or site manager visits your home to ensure that everything is satisfactory.
  • Optional six-month post-handover visit (if required by home owner).
Your One Guarantee Warranty

How does it work?

Your One Guarantee New Home Warranty protects you against certain structural defects that may potentially occur in your new home. These defects could be very expensive to put right. This is not the same as general household insurance covering buildings and contents.

For the first two years Pennyfarthing Homes will be responsible for fixing any defects that occur in your new home that do not match the standards set out by One Guarantee. You will need to contact Pennyfarthing Homes Customer Care to report any problems with your home during this period.

From years three to ten your home will then be covered by the One Guarantee Warranty, which covers against a number of defects that may occur. Please note that general ‘snagging’ issues are not covered under the Warranty.

For the full details download the One Guarantee Information for Homeowners Guide below.

Download Guide
One Guarantee Homeowners Information

Our Awards

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What Our Customers Say...

A company that goes to great lengths to help its customers.

I just wanted to thank the site manager for all his help in getting our kitchen door replaced. He went to great lengths in contacting the supplier and sending photos (twice) to ensure that this replacement door that was a good match.

Mr Forster

Pennyfarthing Homes Homeowner

Excellent customer service!

The site manager came to see me yesterday. Made a note of the outstanding issues and told me he would be in touch today. True to his word he called me first thing and by 11 am he fixed two items and the final item is booked in for next Thursday. This is customer service!

Vicki

Pennyfarthing Homes Homeowner

A lovely home that could not be bettered… Family and friends agree.

Any difficulties have been satisfactory resolved, with a special mention for Jackie and the site manager who have been fantastic.

Mr & Mrs Gallacher

Pennyfarthing Homes Homeowner

We are really grateful and very impressed with the care and attention Pennyfarthing Homes has provided at every stage of the process of acquiring the lovely new home Pennyfarthing have built for us. We could not have asked for a nicer experience and you are all to be congratulated.

Mr Leavesley

Pennyfarthing Homes Homeowner

We chose a Pennyfarthing home at The Dormy Ferndown as we felt a lot of thought had been given to the designs of them and the quality of the kitchens and bathrooms. The attention to detail is very obvious, the very first time we visited the site and show house we could see this.

Mr & Mrs Crease

Pennyfarthing Homes Homeowner

Having recently moved into The Dormy at Ferndown we would like to express our satisfaction and delight, not only with our new home but for the excellent service we have received throughout the whole process of buying our new home from Pennyfarthing Homes.

Mr & Mrs Hall

Pennyfarthing Homes Homeowner