Liberty Customer Charter

Buying your retirement home is one of the biggest financial commitments you will make in later life. That’s why we are committed to making the experience as rewarding and reassuring as possible.

The Liberty Retirement Living Customer Service Charter sets out exactly what you can expect from us before, during and after the purchase of your new home.

Before you buy

We will always present information about our retirement villages accurately and honestly – whether in our promotional materials or in person, via our marketing team. Our marketing suites will provide a welcoming environment, with friendly customer service.

During your journey

Our marketing team will be on hand to provide support and guidance throughout your home-buying journey, including keeping you abreast of developments along each step of the conveyance process.

We want you to be satisfied with every aspect of your new home; that’s why we will make sure you know your entitlements through the Terms of Sale. This includes running through the floor plans and layouts, your preferred fixtures and fittings and any additional options, in advance.

As completion approaches, we will arrange a Home Demonstration Tour, to help you understand and make the most of all the features inside. This will include an induction on how to operate plumbing and electric systems, how to make the most of the in-built home technology, and how to complete all relevant warranty paperwork.

When everything is in place, we will keep you informed of your legal completion date. Once the date is confirmed, we will provide you with a formal 10-day notice

Health & Safety

Your safety and security is very important to us. That’s why all visits to our villages during building works will be carefully managed. Site visits may involve wearing protective clothing and will always be supervised by a member of our team.

After Care and Support

We want you to make the most of your Liberty Retirement Village and its surrounding area. As soon as you move into your new home, we’ll provide you with a welcome pack that offers practical tips for maintaining your home, and tips for enjoying the opportunities on your doorstep.

You’ll also receive our regular newsletter, featuring the latest updates on your unique retirement village, and all the activities we have on offer.

Your 10-year Buildmark Warranty

All Liberty Retirement Living homes are supplied with a 10-Year Buildmark Warranty, in conjunction with the National House Building Council (NHBC).

This acts as an insurance policy which protects you in the unlikely event that you experience a problem with your new home. In broad terms, it means that you are protected for 10 years against any serious structural defects, including roof or foundation failures, in your home.

In addition, for the first two years after legal completion on your home, you are protected against any defects that result from a failure to meet NHBC requirements.

Under the terms of your NHBC Buildmark policy, Liberty Retirement Living is responsible for repairing any genuine defects in your home within the agreed timeframes. This does not extend to storm damage or fair wear and tear.

Long-term support

Our customer service continues long after you complete the purchase of your new home.

All of our retirement villages will offer a 24-hour reception for any emergency issues. For non-emergencies, we also provide a Freephone customer service line, where you can expect a response within two working days.

This Customer Service Charter is designed to provide peace of mind in your home purchase, giving you the freedom to make the most of your retirement.

Jane Barker
Managing Director
Liberty Retirement Living