FREQUENTLY ASKED QUESTIONS

Who builds Sandway homes?

  • Sandway Homes Limited is a wholly-owned housing development company established by Sefton Council to deliver good quality housing that the Borough needs.
  • We have a range of partners who help us achieve this, including architects, engineers, planning consultants, employers agents and building contractors.
  • After a competitive process, Challenger Building Services Limited were selected as our building partner for Molyneux Gardens.

Who sells Sandway homes?

  • Sandway Homes’ Head of Operations & Sales has overall responsibility over all open market sales.
  • To assist this, we are currently partnered with local agent, North Wall Property Limited, and via Countrywide Limited, we also market through local branches of Entwistle Green, Sutton Kersh and Clive Watkin.
  • We work very closely with our sales partners to align sales to the construction programme and provide all relevant information.
  • Depending on the stage of construction and level of activity, we will liaise with your sales agent to provide you with regular progress updates.

What happens if I want to buy a Sandway home?

  • One of our sales agents will help you to complete a reservation form and you will pay a £1,000 reservation fee against the plot.
  • We will provide our conveyancing partner, Weightmans LLP, with the details of your reservation and they will send a contract pack to your solicitors.
  • Your solicitor may raise enquiries against the plot and Sandway will ensure all relevant information is provided via our solicitor to your solicitor.
  • Depending on the stage of construction, you may be able to select from a range of interior options to personalise your home. Your sales agent will be able to advise on this.
  • 28 days before your home is ready, a date will be confirmed by both legal partners for handover.  We will do our best to provide approximate dates prior to this, however these will be caveated as they may be subject to third party action and decisions which can lead to delays.
  • On the day of sales completion, our solicitor will advise us of funds arriving which will allow handover to be arranged.

When will I be invited to see my new home?

  • If your home is already constructed and not within a construction zone, the sales agent will arrange a viewing.
  • If your home is still under construction, there are show homes you can view where you can see the standard and quality of specification of a Sandway home.  Unfortunately, we will not be able to arrange a visit to your plot until the week before handover due to Health & Safety reasons. However, in the meantime, your sales agent will forward progress updates to you, including photographs during the build at various points of the build.
  • If you require measurements to place orders, Sandway will liaise with site for access to relevant trades providing access within 28 days of handover.
  • In the week preceding handover, you will be invited to a demonstration walk round of your new home.

What happens during the sales handover? 

  • Once we have received confirmation that the funds have been received, your sales agent will contact you to arrange a convenient time to meet at your new home to receive your keys and take handover.
  • The sales agent will issue the keys to you and ask you to complete a handover form after a check of the property with you.
  • Meter readings will also be taken during handover and logged on the handover form to inform the utility companies.
  • You will be provided with a comprehensive Handover User Guide (HUG pack) which contains useful information about your home and what to do when you move in, together with relevant certification, manuals and warranty documentation.

What about defects and warranties?

  • All Sandway homes go through a robust snagging and back snagging process with an independent Clerk of Works prior to handover.
  • Your HUG pack contains a section that provides examples of defects and how these are categorised for priority and response.
  • Defects must be reported to Sandway Homes for recording, raising and monitoring and not direct to site personnel.
  • Once recorded, these will be raised with Challenger Building Services and action will be determined accordingly.
  • Warrantied items, such as appliances and boilers should be registered shortly after handover and reported directly to the manufacturer.
  • Challenger or their relevant subcontractor will contact you to arrange access, as required.
  • One your defect has been rectified, Sandway will be notified and we will close the defect, however you will be provided with an opportunity to inform us if you are not satisfied.

What if I have a dispute with my neighbour?

  • Within your contract and transfer documents, there may be restrictive covenants.
  • If your dispute is because your neighbour is not abiding by these, then Sandway may be able to help.
  • For any other instances, Sandway will have no recourse to assist.

 How is my data protected?

  • When signing your reservation form, you agree to us sharing your details with our sales and legal partners for sales and conveyancing purposes.
  • When signing your handover form, you agree to us sharing your details with the building contractor and their relevant subcontractors for defect rectification purposes.
  • Your personal information will not be shared wider than this without consulting you prior and requesting permission, e.g. for marketing purposes.
  • Documents containing your personal data will only be retained for as long as required legally.
  • A copy of Data Protection & Confidentiality Policy is available on request by emailing comms@sandwayhomes.co.uk.

What can I do if I am not happy with the service I’m getting?

  • Sandway Homes welcomes all feedback.
    • Compliments – Expressions of praise or gratitude.
    • Suggestions – Ideas put forward for consideration that may result in change or amendment.
    • Concerns – Matters that are causing worry, anxiety or unhappiness.
    • Complaints – Situations where a matter is felt to be unacceptable, inappropriate or unsatisfactory.
  • If you wish to make a complaint, this should be made in writing to Sandway Homes via comms@sandwayhomes.co.uk.
  • You will receive a response acknowledging your complaint which we will then investigate.
  • We will aim to provide you with a detailed response after looking into your complaint within 20 working days.
  • A copy of our Compliments & Complaints  Policy is available on request.