Our promise to you

Pino has a reputation you can trust, providing only the highest level of care from your initial enquiry through to moving day and beyond.

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Putting your experience first

Our aim is to make buying your new property as simple and straightforward as we possibly can. You will receive the very best in customer service, from the moment you walk on to a Pino development until after you move into your dream home.

Customer support

Customer care

You can expect the following service standards:

1

Before reserving your new home, one of our trusted advisors will guide you through the specifications, layout, and pre-contractual information, assisting you in making an informed decision.

2

Our friendly and knowledgeable advisor will help you through the entire sales process, providing you with support throughout your home-buying journey.

3
Prior to moving into your new property, our site manager will demonstrate all of the features of your new home.
4
You will be given a detailed homecare booklet, which will be a helpful guide to you in your new home.
5
On the day of legal completion, our sales advisor will be present to welcome you to your new home.
6
Once you have moved in, we will make courtesy calls and visits to ensure you are happy with your home and the service provided to date.
7

You will receive a 10-year warranty from the National House Building Council (NHBC). The first two years warranty are provided by Pino and this protects against any defects; years three to 10 are covered by the NHBC and include damage and contaminated land insurance.

8
You will receive detailed health and safety advice when visiting a development and after moving into your new home, where construction work is ongoing.
9
For your peace of mind, we provide 24-hour customer are, seven days a week.
10
In the unlikely event that our customer service team has been unable to resolve your concerns, please follow our customer complaints procedure
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Consumer Code for Home Builders

Pino abides by the Consumer Code for Home Builders, which is an independent industry code developed to make the home-buying process fairer and more transparent for you.

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Our complaints procedure

To ensure your issue is handled by the right people, please take a look at our complaints handling procedure.

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5/5

Hannah Appleby, Monks Meadow, Wales division

“From start to finish, the staff were extremely helpful – they dedicated so much time towards making sure our move went smoothly. It’s clear to see why Pino is a 5-star builder.”

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