COVID-19 customer update: Vanderbilt’s responsible approach

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Our attention to detail and personalised service set us apart

CUSTOMER CARE

We offer a personal and responsive service: view your home during construction, enjoy a home demo and inspection prior to move-in, and once in your new home expect regular quality checks and fast issue remediation

QUALITY CONTROL

Our site managers complete detailed quality checks at 8 key stage gates: each check is documented and reviewed by experienced construction professionals for exceptional quality in your new home

SPECIFICATIONS

We create luxurious living spaces by using the best products for your home: we supply top quality products from trusted brands and we only employ specialists for skilled tasks

INNOVATION

Our Strategy & Digital Team is a unique resource: with deep experience working with global brands at leading advisory firms, they are transforming Vanderbilt into a digital-first business, innovating to improve your experience with us

Customer Care

BEFORE YOU MOVE IN...

  • Take the opportunity to view your new home at various stages during the construction process so you can see first-hand the quality and attention to detail we demand
  • Before you move in, one of our trained quality experts will take you round your new home and show you how everything works – they will conduct an inspection with you at the same time to make sure your new homes lives up to your expectations

LIVING IN YOUR VANDERBILT HOME...

  • Our team of dedicated maintenance operatives know our product and our high standards, consistently receiving positive feedback from our customers
  • We offer a 24-hour emergency call-out service for peace of mind
  • Within 48 hours of receiving your call/email we will respond with an appropriate remediation plan

"We have a dedicated team of customer care assistants and maintenance operatives who will take care of any customer care issues following the purchase of your property"

Alan, Group Head of Customer Care

Don't take our word for it

Mr P. Launton "Just a quick email to say 'thank you' for resolving all the snagging this week. Can you pass on my thanks to Sean. The standard of his work is excellent. He phoned me on Wednesday morning and I talked him through all the snags. I returned later the same day and found each job completed to a fantastic standard. You would never have known that he had been there, with everything clean and tidy. It's much appreciated."
Mrs B. Ascot "Thank you for organising the plumbing work earlier this week. I am glad I asked for Sean to be present as he does know his stuff and it was all completed without any fuss and as usual put back to a good standard. I have said it before but he is a credit to your company... Finally I wanted to say that Rachel and Laura did their utmost to help me over a problem by speaking to Technical on two occasions. Although it was not a snagging issue they put themselves out as I had encountered problems with additional building work I was carrying out on my garage. They understood my dilemma particularly as my builder had had to stop working and I really appreciate their efforts."
Mr B. Wheatley "Many thanks for your help in replacing our kitchen tap. Your very nice man has replaced the tap in a very professional way and we are now happy bunnies!"
Mr N. Binfield "George came to do some maintenance work on Friday at our property. I would like to express how pleased we are with his professionalism and attention to detail. He was courteous and respectful. He is a true asset to your company."

Quality Control

We employ quality control experts to ensure your new homes are delivered to the highest standards. Our skilled professionals execute scheduled checks at key stage gates – the 6 below as well as 2 site setup and close down stages – and log any defects for action before proceeding on our bespoke mobile app. They make sure that everything you can't see is delivered to the same quality as everything you can see.

Stage

 

Example checks

1. Substructure
Setting out of foundations and level check; services and drainage correctly installed; hardstandings and driveways installed to allow safe, clean access; technical package in place to prevent early build defects.
2. Superstructure
Brickwork to line and level; correct bond used and all joints filled; window and door opening support steels correctly installed with padstones in place; damp course membranes installed to architects’ requirements and building regulations; roof structure in line with specialist manufacturer drawings.
3. First Fix
Plumbing and electrical equipment in line with specialist drawings and customer requirements; boiler flues installed per Gas Safe requirements; insulation considered, particularly in areas where access is restricted following installation of plasterboard; fire safety requirements confirmed.
4. Predecoration
Full Second Fix inspection completed; home cleaned and protection installed in preparation for decoration; water, gas and electric services installed; customer requirements and extras reviewed and checked.
5. Completion
Final trade works and service commissioning completed; energy performance testing completed to include air pressure testing; sound testing conducted to ensure compliance with regulations; home professionally cleaned; building regulations inspection completed.
6. Final Inspection
Quality Manager invited to inspect completed home by Site Manager and any final snags addressed; confirmation that commissioning and building regulation sign-off is completed; home cleaned to high standard; external areas finished and safe access ensured. 
Site Manager confirms he is proud of home and it is ready for occupation.

Vanderbilt Homes is accredited by the following professional institutions:

We are certified to perform electrical installations

All our homes come with a 10-year warranty

We work to industry-leading health & safety standards

"I work with our teams on site to make sure that every home we hand over to our customers meets our exceptionally high quality standards"

Richard, Quality Assurance Manager

Specifications

Premium quality

We employ quality control experts to ensure your new homes are delivered to the highest standards.

Materials matter

Our design experts carefully select the best products from trusted brands for style and durability.

Specialists for special tasks

Some building tasks are tricky: we only use qualified professionals to tackle them.

​Individually designed kitchens

  • Layouts designed with entertaining in mind
  • High quality cabinets, splashbacks and stone work surfaces
  • Slimline profile LED under wall units

Quality bathrooms

  • Contemporary bathrooms incorporating Duravit suites, tasteful tiling and stone sills
  • Underlit vanity unit with full-width mirror above sink
  • Walk-in shower with fixed and handheld shower heads

Heating and lighting

  • Underfloor heating
  • LED downlights in all living areas
  • Movement sensitive low-level lighting in bathrooms

Home entertainment and communications

  • Wired for satellite and Sky+ link in living room
  • Fully pre-wired to enable smart lighting, media and audio
  • USB chargers in kitchen and master bedrooms

Interior finishes

  • Fully fitted walk-in wardrobes
  • Painted internal doors with chrome finish door furniture
  • Sliding or bi-fold doors to terrace

External

  • Electric entrance gates and video entrance system
  • Expert stone detailing to recreate traditional architectural features
  • Fully landscaped communal gardens

Security and peace of mind

  • 10-year guarantee on all homes
  • High security entrance door with multi-point locking system
  • Mains-fed smoke and heat detectors with battery backups
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The above are examples of specifications available in certain developments.

Innovation

Vanderbilt Homes is unusual for a housebuilder. We believe in challenging accepted industry norms and drawing on best practices from a variety of industries and countries.

A dedicated Strategy & Digital Team lead our innovation so we can deliver the best homes possible. Having worked with leading global brands, they instil analytical rigour and a customer-first mindset throughout the business.

Innovation at Vanderbilt

Quality All our efforts centre on providing you with a superior quality home: we have configured bespoke technology to manage our design and build process and we conduct customer and market research to help us build a better product than our competition.
Delivery We are obsessed with systems and processes for a reason! It leads to fewer errors and clearer accountability, helping to deliver your home on time and to the high standard you would expect.
Digital We’re always improving the customer experience: behind-the-scenes changes help us provide personalised customer care, while little tweaks like our online viewing booking system are aimed at making your journey with us that little bit easier for you.
Performance We attract, retain and develop only the best people with the right experience who share our values. We’ve put programmes in place to ensure our colleagues are rewarded for high performance with delivery for the customer at the heart of this.

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