Our Customer Charter

What you can expect from us

Choosing a retirement home is one of the biggest decisions that we are likely to make in our later years of life. That’s why we are committed to making the experience as rewarding and reassuring as possible.

Our Customer Charter sets out exactly what you can expect from us, from the very first moment you get in touch to moving into your new home and settling into your new life within one of our unique communities.

Before you move

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

Making the right decision - for you

Our sales team will be on hand to provide support and guidance throughout your decision-making process, whether you choose to rent, buy or part buy, part rent.

We'll be there for you every step of the way to answer any questions and provide advice and support so that you have everything you need to make the right decision - for you.

We want you to be satisfied with every aspect of your new home. That’s why we will make sure you have all the information that you need. This includes running through the floor plans and layouts, and if you're buying a home with us, we'll go through your preferred fixtures and fittings and any additional options in advance.

Health & safety

Your safety and security is very important to us. That’s why all visits to our communities 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.

Moving into your new home

As your move in date approaches, we will arrange a home demonstration tour to help you understand and make the most of all the features inside your new home. This will include guidance on how to operate plumbing and electrical systems, how to make the most of the in-built home technology, and how to complete all relevant warranty paperwork, if required.

When everything is in place, we will keep you informed and work with you to make sure your move goes as smoothly as possible on the date agreed.

After care & support

We want you to enjoy your new life in one of our age-exclusive communities and the surrounding area. As soon as you move into your new home, we’ll provide you with a welcome pack that offers some helpful tips to ensure you get the most from all the wonderful new opportunities on your doorstep, as well as practical tips for maintaining your home.

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

10-year NHBC Buildmark warranty

All Brio 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 ten years against any serious structural defects, including roof or foundation failures, in your home.

When you buy a home with us, for the first two years after legal completion you are protected against any defects that result from a failure to meet NHBC requirements.

Under the terms of your NHBC Buildmark policy, Brio 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 move into your new home.

All of our integrated retirement communities in England offer a 24-hour reception for any emergency issues. For non-emergencies, there is a defect reporting process which ensures any problems are resolved quickly.

This Customer Charter is designed to provide peace of mind throughout the entire process of making a decision on retirement living through to moving into and making the most of your retirement within your new Brio home.