Customer Care at Baku Homes
We believe that building your dream home is just the beginning of a lifelong relationship. Our commitment to exceptional Customer Care ensures you enjoy peace of mind throughout the entire building process — and well beyond handover.
Service
Our goal is to deliver clear, transparent, and timely communication.
- We promise to assign you an experienced, dedicated Customer Care Specialist who will be your main point of contact before construction begins and throughout your entire build.
If we happen to miss your call or message, please leave your details, and we will return your call or email within one business day.
During the pre-site phase of your journey with us, we will provide updates at least every two weeks about the progress of your new home. Once construction starts, you will receive weekly updates to keep you fully informed. - We promise to communicate with you using your preferred method—whether phone, email, or SMS—at times that suit you during business hours.
You can schedule a personal walkthrough of your new home at key construction milestones including frame, fix, and final stages. - We promise to respond promptly and transparently to any issues you may encounter. Complaints will be acknowledged or responded to on the same business day. If the issue cannot be resolved immediately, we will get back to you within two working days with either a resolution or a clear action plan.
We are committed to continuously improving our customer service:
- We encourage you to reach out at any time during your journey to share feedback.
- We will invite you to complete surveys at multiple stages to help us understand your experience and identify areas for improvement.
- Our Customer Care Team Leaders will proactively check in with you to ensure your experience is positive and to see how we can better support you throughout your home building journey.
Quality
- We promise to thoroughly review all your paperwork and plans before construction begins to ensure everything is ready for site start. If any products are discontinued or discrepancies arise, we will inform you immediately and discuss alternative options with you in advance.
- We promise to build your home to the same high standards as our display homes, treating every build with the care and attention we would give our own.
- We promise your new home will be inspected four times by an independent building surveyor throughout the construction process.
- We promise that both our Construction Manager and your dedicated Construction Supervisor will carry out a comprehensive quality assurance inspection before handing over your home.
- We promise to consistently use trusted brands and reputable suppliers, maintaining straightforward processes that ensure quality control and uphold our commitment to delivering affordable, quality new homes.
- We promise to conduct a warranty inspection six months after handover, addressing any concerns or issues you may have noticed since moving in.
