Customer Charter

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Customer Charter

Urban Nest

New Residential Homes Throughout The North West England.

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At Urban Nest, we’re committed to building more than just homes — we build trust, communities, and peace of mind.
This Customer Charter outlines what you can expect from us as a UK residential property developer, from your first enquiry through to life in your new home.

Customer Charter

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Our Commitment

1. Commitment to Quality
We are dedicated to delivering high-quality homes, constructed to the latest industry standards, using trusted materials and skilled craftsmanship.
All homes are built in accordance with NHBC, LABC, or equivalent warranty provider standards.
We use reputable suppliers and tradespeople with proven track records.
You will receive a detailed home demonstration before completion.

Communications

2. Clear and Honest Communication
We promise to communicate with you clearly, honestly, and respectfully throughout the buying process.
You’ll receive key information about your home, timescales, and legal requirements upfront.
We’ll provide regular updates during the build and be available to answer any queries.
We will never pressure you into making decisions.

Support

3. Customer Support You Can Count On
Our dedicated customer service team is here to support you every step of the way — before, during, and after your move.
You’ll be assigned a named contact for all enquiries.
We will provide you with a comprehensive Homeowner’s Manual and welcome pack.
Our customer care service is available for a minimum of 2 years post-completion.

Aftercare & Warranty

4. Aftercare and Warranty
We stand by the quality of our work and are committed to resolving any issues efficiently.
Your new home comes with a 10-year structural warranty.
We will address any defects covered by the warranty within the first 2 years (builder’s warranty period).
Emergency contact details will be provided for urgent issues.

Transparency

5. Transparency on Pricing and Legal Matters
We commit to providing all the relevant financial and legal information you need in a straightforward manner.
All costs and fees will be clearly outlined before reservation.
Reservation terms, estimated completion dates, and cancellation policies will be made clear.
We’ll work with your legal advisors to ensure a smooth process.

Respecting

6. Respecting You and Your Community
We aim to be a responsible neighbour during construction and beyond.
We will minimise disruption to local communities during the build.
Health, safety, and environmental standards are upheld at all times.
We promote considerate construction site practices.

Continuous Improvement

7. Feedback and Continuous Improvement
Your views help us improve.
You’ll have the opportunity to complete a customer satisfaction survey after completion.
We listen to feedback and act on it — whether it’s praise or constructive criticism.
Complaints are taken seriously and handled in line with our formal complaints procedure.

Compliance

8. Industry Compliance
We adhere to the Consumer Code for Home Builders and any relevant UK regulations, ensuring your rights are protected at every stage.

Sustainability

9. Sustainability Commitment
We strive to reduce our environmental impact through energy-efficient homes, sustainable sourcing, and green construction practices. Many of our homes feature low-energy lighting, water-saving devices, and modern insulation for better energy performance.

Inclusive and Accessible Design

10. Inclusive and Accessible Design
Where possible, we offer design features that enhance accessibility for all. We also work with customers to explore personalised adjustments prior to construction, where feasible

Personalisation and Customisation

11. Personalisation and Customisation
Depending on the stage of build, you may be able to personalise aspects of your home. Our team will guide you through available options and deadlines.

Reservation to Completion Timeline

12. Reservation to Completion Timeline
From reservation to key handover, we follow a structured process to keep you informed and prepared. This includes construction updates, legal progress, your home demonstration, and final handover.

Digital Tools and Portals

13. Digital Tools and Portals
Our online customer portal allows you to track build progress, upload documents, and manage communication in one place. (COMING SOON).

Social Responsibility and Community Investment

14. Social Responsibility and Community Investment
We invest in local infrastructure, schools, and green spaces to help neighbourhoods thrive. We care about the long-term value our homes bring to communities.

Customer Privacy and Data Protection

15. Customer Privacy and Data Protection
our personal information is handled securely and in accordance with UK data protection laws. We never share your data without consent.


Your home journey is important to us.
We’re not just building homes — we’re building trust. Thank you for choosing Urban Nest.

Sustainability

Committed To Building To Highest Standards

We follow industry best practices at every stage, from design to construction, ensuring your new home is safe, sustainable, and built to last.

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We Follow Best Practices

Our homes offer style, comfort, and peace of mind — all built to the highest standards and backed by a 10-year structural warranty.

Sustainability
Project On Time
Modern Technology
Latest Designs

Sustainability

Transform Communities Across the North West


We’re committed to building homes that are not only beautiful, but better for the environment. From energy-efficient designs and high-performance insulation to responsibly sourced materials and smart home technology, sustainability is built into every stage of our developments. Our goal is to reduce environmental impact while helping homeowners enjoy lower energy bills and a more comfortable, future-proof home.

WIGAN

Little Lane
WN3 6PX

Direction

BAMFURLONG

Bolton Road
WN2 5AY

Direction

ECCLES

Bowling Green Avenue
M30 7FU

Direction
View our Developments

Previous Developments

“Bold Spaces, Effortless Living”

Hazel Grove

8 Luxury Homes

Blackburn

Low-Cost Homes

Peel Green

8 Build to Rent (BTR)

About Us

Urban Nest

Our Latest Works

View Developments

WN2

Bamfurlong

M30

Eccles

SK8

Hazel Grove

BB2

Blackburn

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