Customer Journey
Welcome Home
From First Visit to Life in Your New Home
Begin by exploring our City & Country developments, whether you’re looking for your first home, forever home, or a beautiful countryside bolthole.
Browse online, save favourites and register for alerts.
Join our mailing list for exclusive previews on new releases and events.
Access your City & Country account to tailor your search, track developments and receive the latest plot releases and offers.
DISCOVER OUR DEVELOPMENTS
Visit our Marketing Suite
Take the next step by visiting our marketing suite
- Explore our show homes to see layouts, finishes, and design options in real life.
- Tour different plot options and imagine your new life in each home.
- Discuss personalisation choices, upgrades, and bespoke features with our friendly sales team.
This stage is all about inspiration, guidance and helping you feel confident in your choice.
Get Expert Financial Guidance
Trusted advisors at every turn
Before you reserve, we’ll help you engage with an independent mortgage advisor from our approved panel and choose a solicitor from our recommended list. These professionals know our developments inside out, so you benefit from efficient advice and a smoother transaction from contract to completion.
Approved Advisors
Mortgage Calculator
Stamp Duty Calculator
Reserve Your Dream Home
When you’ve found the home that feels just right, it’s time to reserve your dream home.
Reserving is simple and gives you peace of mind knowing your chosen plot is secure while the next steps in the buying process are prepared. During this stage:
*You’ll pay a reservation fee, which secures your home and holds it for you.
*Our team will guide you through the reservation paperwork, explaining each step so you feel confident and informed.
*We’ll talk through any available upgrades, options, or personalised touches, helping you create a home that’s truly your own.
*You’ll start to receive updates on the build and timeline, keeping you connected to your new home even before the legal process begins.
This step marks the start of your City & Country journey in earnest, turning the excitement of choosing a home into a concrete step toward making it yours.
Legal Exchange of Contracts
Making It Official
Exchanging contracts is an exciting milestone, it’s when your new home officially becomes yours!
- You’ll pay a deposit, which counts toward your purchase price.
- If your home is ready to move into, we’ll agree a move-in date, so you can start planning your new chapter.
- If your home is still under construction, don’t worry, you’ll be put on notice and kept informed with regular build updates.
- At each key stage of the build, you’ll be invited to view your home, so you can see your new space take shape and feel connected to every step of the journey.
This step marks the start of the final stage of your journey, and our team will stay in touch every step of the way, making sure you feel confident, excited, and involved as your home comes to life.
Before Completion
Your Home Inspection & Demonstration
During the lead up to completion, in addition to the construction and building control inspection of your new home, your Customer Care Manager will undertake an inspection of your property to ensure our high levels of quality and finish are achieved before serving legal notice to complete.
Prior to completion, you’ll be invited to attend a Home Demonstration where your Customer Care Manager will guide you through the workings and maintenance of your new home. During this visit, they’ll explain the fixtures and fittings, domestic systems and appliances. You’ll also receive a link to your property’s dedicated page on the Guided Homes website, created by our Customer Care team. Here you’ll find a comprehensive Home Owner’s Manual, including operating guides, guarantees and certificates, as well as useful local information, key contact details and advice on maintaining your new home.
After Completion
For the duration of your City & Country warranty, any issues you are concerned by will be overseen by our Customer Care team.
Your Customer Care Manager will review the items you have reported and work closely with our Subcontractors and dedicated Customer Care Coordinator to ensure their swift resolution.
City & Country has a lasting commitment to our customers, and we aim to ensure that each home is a pleasure to live in. We genuinely understand that satisfied homeowners are the key to a successful future.
Every home comes with a 2-year City & Country warranty and a 10-year structural warranty provided by ICW or Qassure, giving you peace of mind. You can read the full details here:
THE Q ASSURE CONSUMER CODE FOR NEW HOMES
The ICW Consumer Code for New Homes
Introducing the Customer Portal
Everything you need, in one place
To make life easier, we’ve partnered with Guided Home to bring you a Customer Portal app.
It’s a central hub for all the key information about your home, from appliance manuals to warranty details, all accessible in one simple tool.