Everything you

need to know about

buying a
new home
Contents
L&Q welcomes new home buyers 4–5

Trust L&Q for your new home 6–7

Why buy from L&Q? 8–9

L&Q the responsible developer 10-11

Step by step guide towards your new home 12-17

Getting to know your new home 18-19

L&Q answers your Q&As 20-25

Moving home checklist 26-27

3
 L&Q
welcomes
new home
buyers
We are delighted that you are
buying a new home from L&Q.
Choosing and purchasing a home is
an exciting experience and for most
people, one of the most important
decisions they will ever make. It’s really
important to get it completely right.

We hope that you’ll find this guide

informative and helpful throughout the
journey to your new home.

St Agnes Place, SE11

4 5
Trust L&Q
for your
new home
Since we started out in 1963, L&Q has established
a proven track record for creating high quality
homes in London and the South East. We are now
one of the leading property developers in the
capital, with a reputation for excellence and a
growing portfolio of homes.
Over the years we have won numerous awards for our
beautiful homes, including ‘Best New Place to Live’ at the
London Planning Awards, ‘Best Sustainable Development’
at the What House Awards and ‘Best Regeneration Project’
at the Evening Standard New Homes Awards.

The Schoolyard, SW18

CGI representation of The Schoolyard, SW18

CGI representation of Harvard Gardens, SE17

6 7
Quebec Quarter, SE16

Why buy
from L&Q?
Buying a home is a dream that
many people want to achieve.
It’s an exciting step, but it can
also be one of the most daunting
and most important financial
decisions you are ever likely to
make and, with all important
decisions come difficult choices.
possible by ensuring your decisions are
based on accurate information that is
both informative and relevant to you.
On most of our developments, L&Q
will continue to manage your home
and neighbourhood where you live
after you have moved in.
We’re with you every step of the way.
moving-in process, and beyond.
This booklet explains more about our
service offer and tells you what you
can expect from L&Q. It also tells you
about the warranties that will apply to
your new home, how you can report
repairs, and answers many frequently
asked questions.

At L&Q we understand how you feel, Our staff are fully trained to help you
and our promise to you is to provide make the right choices and support
you with the best customer service you at every stage of the purchase,

8 9
As a responsible developer,
we aim to meet the requirements

L&Q the
of the Consumer Code, which covers
the purchase of a new home.

responsible
developer
Since 1st April 2010, the NHBC,
and other home warranty
providers, have required all of
their registered builders to adopt
the Consumer Code for Home
Builders (the Code). Although
L&Q isn’t registered with the
NHBC, we agree with the spirit
of the Code and endeavour to
meet their requirements for
home builders in our marketing,
sales and after-sales services.
The purpose of the Code is to ensure
that home buyers are:
- treated fairly
- know what service levels to expect
- are given reliable information upon
which to make their decisions
- know how to access speedy, low-cost
dispute-resolution arrangements if they
are dissatisfied.

By accepting and following the principles and conditions of the Code we are
dedicated to providing the highest standard of service to you.

To find out more information in this regard or to download a copy

of the code please visit www.consumercodeforhomebuilders.com

10 11
 Step by step
guide to buying
your new home

CGI representation of Quebec Quarter, SE16

12 13
Step 1: Viewing Step 2: Reservation
You may already have firm ideas about where you want to live and what sort Decision made! Now you need to set in motion the processes
of property you want to buy. Or, you may be open to suggestions about that will ensure you get the property you want.
discovering a new neighbourhood or a type of home you hadn’t previously
considered. Getting to know what’s available is just the first step.

1. register 2. Appointments 3. CONFIRMATION 1. Reservation 2. RESERVATION FEE

You can register your interest in a property
through the website of the development
you are interested in. Alternatively, you can
speak to our Homebuy team on 0300 456
9997.
We’ll offer you an appointment
to view the property at a
time convenient to you.
You’ll receive an email confirming
the time, date & location, you will
also receive SMS reminders.
Once you have identified your preferred property and have been financially Once all reservation paperwork has been
qualified by the Independent Mortgage Advisor at the development, you will then completed, you will then need to pay a
be in a position to reserve a property. You will need to provide Identification and reservation fee to secure the property. The
proof of address along with mortgage contact details and your solicitor’s details who fee is deducted from the monies owed
will act on your behalf. The reservation paperwork will clearly set out the agreed on completion. Your chosen property will
price for the property and the time by which contracts must be exchanged. An be taken off the market at this point.
estimated completion date will also be outlined however it is important to note
that you should never commit to delivery of goods, taking time off work, or any
other arrangements until the solicitor confirms the actual completion date.

4. viewing day 5. INFORMATION 6. PRICES AND OTHER COSTS

On the day of the viewing, one of our
Sales Associates will be waiting for you
when you arrive at the property.
We’ll give you a brochure which includes;
location information, a site map, floor
plans, dimensions/room sizes and the
specification. This information should
be treated as a general guide.
You’ll also be given a price list of the
current availability and told about the
estimated service charges and ground
rent for the property, as well as car
parking space costs where applicable.

7. COMMUNAL FACILITIES 8. Viewing the show home

We’ll also provide you with information
about the communal facilities available
such as parking, access to communal areas,
cycle storage, refuse/recycling facilities and
the type of heating your home will have.
Once you have been informed of the availability and development information, in most
cases you will be able to view the show home. The show home is designed to be a typical
property equipped with the level of specification you can expect from your own investment*.
Some of our properties will be sold off plan without an opportunity to view a show home. In
this instance, we will provide as much detail as possible on the design and specification.

* Please note that whilst every effort has been made to ensure the information and
specification is accurate, the design process is ongoing and certain elements may be
subject to further development.

14 15
Step 3: Solicitors Step 4: Exchanging
& Mortgage contracts to completion
A vital requirement for most buyers, and one which
needs careful consideration and advice.

1. Memorandum of Sale & Legal Papers 2. Mortgage Valuation if applicable 1. Agreeing a completion date 2. Satisfaction survey 3. Regular updates

Once the reservation paperwork has been completed and reservation If you are purchasing with a mortgage, as soon as On exchange we’ll agree a date on which Once you have exchanged contracts, If your property is still in construction,
payment has been made, a Memorandum of Sale will be sent to your the reservation has been confirmed, your formal you can move into your property: this date we will send you a satisfaction survey. The Sales Associate will provide regular
solicitor. This contains all information regarding your purchase. The legal mortgage application needs to be submitted. Once is called ‘completion date’. If your home is Offering excellent customer service updates to you on the build progress of your
papers will be sent to your solicitors and the Sales Associate will confirm approved by the underwriters, a valuation will be still under construction you will ‘exchange is extremely important to us and we property. Please note the completion date
your exchange deadline in writing. From this point, you need to make instructed by the mortgage lender. A surveyor on notice’. Once your home is ready to welcome any feedback you can give us. given to you at reservation and exchange is
sure your solicitor starts reviewing the legal papers straight away in order will contact your Sales Associate to book in the move into we will then serve ten days’ The survey will contain questions about an estimate based on the current position
to prepare their report to send to you. Local Search results are provided valuation. The valuation is to satisfy the lender that notice for you to complete. This is known our marketing collateral as well as how of construction at that time. Build delays
by our solicitors in the legal pack and can be relied upon. If your solicitor the property is satisfactory security for the amount as completion on notice. If your property helpful our Sales Associates have been. can occur so please do not make any formal
is adamant they wish to submit their own searches, they need to do this you are asking them to lend on. On the day of the is ready when you exchange, you will arrangements until we have confirmed
within 7 days of receiving the legal pack, otherwise they will not receive the valuation, the surveyor will visit our Sales office exchange with a fixed completion date. your property is ready to move into.
results prior to your exchange deadline and your purchase could be at risk. to collect all of the information they require.

3. Mortgage offer 4. Preparing to exchange contracts 5. Exchanging contracts 4. Home welcome appointment 5. Day of completion 5. Welcome Pack

Usually your mortgage offer
will be issued within 5 working
days of the valuation being
carried out. You and your
solicitor will both receive a
copy of the mortgage offer.
Once you receive your copy,
you will need to check your
solicitor has received their
copy and inform your Sales
Associate that your mortgage
offer has been issued.
It is your responsibility to make sure your solicitor
will be in a position to exchange contracts prior to
the exchange deadline. You need to make sure your
solicitor has reported to you with all of the legal
documents well in advance of the deadline. You will
need to sign all legal documents and return them,
along with transferring the exchange deposit to your
solicitor which is usually 10% of the purchase price.
Once your solicitor is in receipt of signed
legal documents and the exchange
deposit, your solicitor will be in a position
to exchange contracts. This means
your solicitor and our solicitor actually
swap the signed contracts. You are then
legally bound to buy the home and we
are legally bound to sell it to you.
If your property is ready once you have
exchanged contracts, we will then arrange
a Home Welcome appointment with one of
our Quality Inspectors from our Aftercare
department. The appointment will either
take place a few days before or on the
day of completion. This appointment is to
provide you with a general demonstration
and also to make sure you are happy with
the quality of your new home. If your
property is still in construction when you
exchange, we will arrange this appointment
for you as soon as your property is ready.
On the day of the completion, as soon as You will be given a welcome pack containing
our solicitor confirms they have received information about the fixtures, fittings
the completion funds from your solicitor, and features of the property and contact
your Sales Associate will contact you to details for reporting any problems to L&Q.
confirm that you have legally completed
and that you can now collect keys. Please
note completion can only be confirmed
once our solicitors receive full funds which
can take place any time during the day.

16 17
Getting to know
your new home
It’s a fact that up to 5,000
litres of water may have been
used in the construction of
your new home. This water
needs to be released slowly
into the atmosphere, and
drying out too quickly will
cause excessive cracking. The
best method of controlling this
evaporation is to maintain an
even temperature throughout
your home.
The Skyline Collection at The City Mills, E8
18
If you move in during winter months,
where possible try to use heating
sparingly at first. This will allow the
structure of your home to warm up
and dry out gradually. Your home also
needs to be kept well ventilated to help
the moisture evaporate.
Around the point that you move
into your home, you will be given
the opportunity to attend a Home
Welcome with one of L&Q’s Quality
Inspectors. He or she will show you
how to use the basic controls for the
fixtures and fittings in your new home.
The Quality Inspector will also make
sure that you are happy with the quality
of finishes and workmanship and
make notes of any issues that do not
conform to current NHBC standards.
Further details can be found with
the following link www.nhbc.co.uk/
NHBCPublications/LiteratureLibrary/
Technical/filedownload,15912,en.pdf
If this Home Welcome did not take
place please contact your Sales
Associate immediately.
You will also have been given all the
instructions for fixtures and fittings
in your home in the form of a Home
User Guide. Please read this carefully,
especially regarding the operation
and setting of heating controls and for
kitchen appliances.
The City Mills, E8
19
L&Q answers
Buying off-plan
your questions
Q: What are the benefits of
buying off plan?
A: Buying off plan has never been
more popular, particularly in London
and the South East where locations
are particularly sought after and
demand is high.
The main benefit of buying off-
plan in the early stages is the
opportunity to secure a property
at the most competitive price, with
the guarantee that the price is fixed
from exchange of contracts until
completion. Any capital growth in
the meantime is accrued by you as
the buyer.
Additional benefits can include more
choice in plots such as a south-
facing garden, larger garden, corner
positions and better views.
It is very easy to get a mortgage
when buying off plan and it is no
different to any other purchase,
although one or two lenders still
have restrictions around loan-to-
value, particularly on new-build flats.
Bolingbroke Park, N14
20
Q: What are the risks associated
with buying off plan?
A: Buying off plan is not for the risk-
adverse. It can mean waiting up
to a year or sometimes longer for
your property to be completed. If
you decide you no longer want, or
can afford the property, you are still
tied into a contract and will almost
certainly lose your deposit.
If values fall during the build, you
could find you lose out.
Most home loan offers are only
valid for three to six months. Please
ensure you are aware of this before
applying for your home loan,
otherwise your application might
exceed the time frame and may
not be valid on completion. Your
Independent Mortgage Advisor
can provide advice regarding the
best time to apply. However, if
you exchange contracts without a
mortgage in place you are legally
bound to complete.
Q: Can I assign ownership of the
property before completion?
A: You must wait until after completion
before you can assign ownership of
the property.
Q: How long will it take to complete
the sale/purchase?
A: There are certain factors that can
speed up or delay the completion of
a house purchase/sale, but ordinarily
we would expect a straightforward
transaction to complete within six
- eight weeks of the sale/purchase
being agreed and the solicitors
being instructed. A purchaser/seller
should never commit to delivery of
goods, booking time off work, or a
date for works at the property until
the solicitor confirms the actual
completion date.
21
The property
Q: What are communal
energy centres?
A: A number of L&Q developments
now have communal energy centres
which provide residents with heating
and hot water. Instead of having an
individual boiler in your property,
your heating and hot water is
produced by a large boiler system
situated in a communal plant room.
Q: Why do we have Communal
Energy Systems?
A: UK Building Regulations have
changed in recent years, particularly
with respect to permitted carbon
emissions. To meet regulations,
buildings now have to be built to
very high levels of efficiency and
rules are particularly stringent
in London. In order to meet
London Planning regulations, a
Communal Energy System is now
normally required. Communal
Energy Systems can benefit from
competitive fuel purchasing and can
utilise alternative energy sources
such as CHP or renewable energy,
which are usually more effective
when meeting a large demand.
22
Q: How will I be billed if
my development has a
Communal Energy System?
A: On developments where L&Q
manages the Communal Energy
System, your account will be set up
on a ‘pay as you go’ system called
Flexi-pay Guru (please ask us if you
would like more information on this).
This is managed by Insite Energy,
L&Q’s third party billing agent.
The amount you pay for heating and
hot water depends on the amount
you consume according to your heat
tariff plus your fixed daily standing
charge. Heat tariffs and the daily
standing charge reflect the cost of
producing heat. On developments
where there is an external utility
provider managing the Communal
Energy System, different tariffs and
supply agreements may apply.
Q: How does the Communal Energy
System tariff compare to a
typical gas tariff?
A: In a traditional house with its own
boiler, the tariff you are charged
is simply for your own home and
boiler. With a Communal Energy
System, you are entering into an
agreement to buy heat. This is the
finished product, as the Communal
Energy System and the kit in your
property have done the hard work
of turning gas into hot water and
space heating. It is therefore not
applicable to compare traditional
gas tariffs with heat tariffs.
Q: Will there be car parking
and or bike racks available?
A: Bike storage racks are normally
provided as part of planning.
Car parking will normally only be
provided at developments located
further away from public transport.
Q: Do I need to arrange buildings
insurance?
A: The building insurance will normally
be covered in the service charge
for your home. However, there will
be some properties that won’t have
the service charge included, usually
houses. Your Sales Associate will
inform you as to whether you will
need to arrange for cover or not.
Q: What about contents insurance?
A: Contents insurance covers the
contents of your home against fire,
flood and theft. Mortgage lenders
don’t usually need you to have this,
but it’s very sensible for your own
protection.
Q: Am I allowed pets in the
property?
A: In general, in freehold properties
pets are permitted. However for
leasehold properties pets are not
permitted. In all instances L&Q will
make a decision based on the effect
of pets on neighbours.
Q: Is there affordable housing
within the development and
what does this mean?
A: As part of the planning process, the
Greater London Authority and all
local authorities require a proportion
of affordable housing on all new
developments. The proportion of
affordable housing can differ from
site to site but will generally be
around 35% to 40% of the homes on
site. Affordable homes will generally
include Shared Ownership and
rented properties. Each scheme
will slightly differ and L&Q will be
pleased to explain in detail the
affordable housing element of any
development you are interested in.
Q: How often can I view my new
home before legal completion?
A: We will always try to let you see your
new home before your completion
date. This however depends on the
construction period and when safe
access can be provided.
Q: Where do L&Q build? Q: How can I be certain my
home will be 100% ready for
A: L&Q are one of the largest property
occupation before paying the
developers in the capital. We are
final completion monies?
building homes in London, the
Midlands and South East. A: Homes are only handed over to
L&Q by the builders on completion
Q: How do I raise any concerns
of an inspection and signed off by
I may have with the property
building control. This is normally
before legal completion?
provided by your home warranty
A: Please contact your Sales Associate, supplier (i.e. NHBC). Confirmation of
who will be able to answers any this is sent to your solicitor. Lenders
queries you may have. If you are will not release completion monies
unable to reach your Sales Associate without it.
please contact our Homebuy team
on 0300 456 9997
Q: How can I provide feedback
to L&Q about my experience?
A: We will ask you for feedback
about the sales process and the
moving in process via several short
questionnaires.
We operate a formal complaints
process in case you are unhappy
with the service you have received
from L&Q. Information on this
process can be found on the L&Q
website.
23
The legal process
Q: What does a solicitor do
and do I need to use one?
A: It is possible for you to handle
the process of buying your home
yourself. However, it is complicated
and without expert knowledge
and experience there is the risk
that you may get something
wrong. Most people use a solicitor
or conveyancer to do all of the
necessary work for them.
Conveyancing is the legal transfer of
ownership of a property, in this case
a new home from us to you, and it is
usually done by solicitors or licensed
conveyancers. It can involve:
• Carrying out local authority and
Land Registry searches.
• Organising property surveys
(although your mortgage lender may
do this for you).
• Exchanging contracts and legally
completing the sale.
Q: At what stage do I need to
appoint a solicitor?
A: A solicitor should be appointed
at the time of a reservation being
agreed with L&Q. Your instruction
to the solicitor to act for you
should be confirmed verbally and
in writing and any monies required
on account should be paid straight
away. If you are arranging finance
at this stage, make sure that you
have taken advice and that your
mortgage application is underway.
Arrangements should be made for
your deposit (less the reservation
fee) to be transferred to your
solicitor in cleared funds by the
exchange due date. An appointment
with your solicitor to present your
24
proof(s) of identity is required by
law to go through the documents
and sign contracts in readiness to
exchange.
Q: How do I find a suitable solicitor?
A: You will be given a list of our panel
solicitors to help you choose a
firm to carry out your legal work.
You do not have to choose one of
these solicitors and you may instruct
another firm if you prefer.
Q: How long does the legal side of
buying a home take?
A: It takes approximately four weeks
from when an offer to buy the home
is accepted until the exchange
of contracts. From exchange of
contracts to legal completion can
take up to two more weeks. These
dates will, of course, vary if you are
buying off plan.
Q: If the solicitor is looking after the
legal side of things, what can I do
to help move things along more
swiftly?
Make sure you have arranged how
you are going to pay the deposit
when you exchange contracts. The
deposit is normally around 10% of
the purchase price.
We will keep a close eye on how
things are progressing but we also
recommend that you keep in close
contact with your solicitor so that
you can quickly deal with any issues
that may arise.
The financials
Q: What is meant by ‘exchange of Q: How much will the Q: How is my service charge
contracts’? solicitors’ fees be? calculated and when do
I pay this?
A: Once you have paid your deposit A: Solicitors’ fees can vary significantly
(usually 10%) and signed your from firm to firm but most set A: Your service charge is calculated
contract, then the exchange of their fee according to the value based on estimated costs of the day
contracts can take place. This means of the property being purchased. to day running of the development
your solicitor and our solicitor It is important to get any quote where you live and is paid monthly
actually swap the signed contracts. in writing so you can see what by direct debit.
You are then legally bound to buy exactly is covered. Outlays such as
Q: When do I pay my deposit?
the home and we are legally bound registration costs and stamp duty
to sell it. will be the same regardless of the A: When you exchange contracts you
solicitor you use. will pay your deposit (usually 10%).
Q: What happens between
exchange of contracts Q: How much will stamp duty be?
and legal completion?
A: Stamp Duty Land Tax (SDLT) is
A: During this time your mortgage a government tax on buying a
lender will prepare your mortgage home. You will need to check the
offer, your solicitor will carry out stamp duty thresholds with your
final searches such as Land Registry solicitor, because these can change
checks, draft a transfer document depending on how much you pay
to transfer the ownership of the for your home. Your solicitor will be
property to you, finalise your able to tell you the exact cost. You
mortgage documents and arrange pay the SDLT to your solicitor on the
for you to sign them. They will also completion date.
make sure that the mortgage funds
are available to complete the sale.
If applicable, a valuer will inspect
your new home on behalf of your
mortgage lender to make sure it
is worth what you are paying for
it and your lender will also obtain
references about you from your
employer, your bank, and your
landlord if you have one.
Q: What is legal completion?
A: This means that you become the
owner of your new home. Legal
completion takes place after
exchange of contracts and when
your new home is ready to move
into. Sometimes exchange and
completion happen on the same
day, but more often they are a week
25
 Moving home
checklist
This is an exciting time but it can also be busy and stressful. Get yourself
organised as far as you can and the whole process becomes a lot more enjoyable.

✓4 weeks to go: ✓1 week to go:

• Arrange storage facilities if necessary
• Check that your home contents insurance policy covers your
belongings during your move to the new address
• Arrange for water, electricity, gas, internet, telephone and
other accounts to be finalised
• Arrange a plumber/electrician to disconnect relevant
appliances
• Notify your dentist and doctor for your medical records to
be transferred to your new practices
• Confirm with the L&Q Sales Team when you will have access
to your new home. This will typically be in the afternoon on
the day of completion to allow funds to clear
• Confirm your moving arrangements
• Clearly label any items you are leaving behind and remove
any fixed objects not included in your sale
• Advise your solicitor of the time of your move so they can
ensure all completion money has been transferred to L&Q
prior to your arrival on site to collect your keys

• Inform your employer of your change of address

✓1 day to go:
✓2 weeks to go: • Defrost fridge and freezer

• Turn off all supplies to the property

• Arrange with the Post Office to redirect your mail

Notify your new address to:

• Bank/Building society ✓Moving day:

• Insurance companies • Jot down meter readings at your old home:
• Credit card companies
Gas
• Store accounts
Electricity
• Driver and Vehicle Licensing Centre
Water
• Mortgage organisations

• Inland Revenue • Lock all windows and doors

• Local council office • Arrange for keys to be left with the estate agents
• Social Security office for the new owners or tenants

• Fitness clubs and other memberships • Meet the L&Q Quality Inspector at your new home,
who will give you your keys, show you around and
• Book an appointment with an L&Q Quality Inspector to
demonstrate how the fixtures, fittings and features work
meet you at your new home on move in day
St Agnes Place, SE11

26 27
 www.lqgroup.org.uk

Disclaimer: Registered Society 30441R Exempt charity. Details correct at time of going to print 11/17. Your
home is at risk if you fail to keep up repayments on a mortgage, rent or other loan secured on it. Please
make sure you can afford the repayments before you take out a mortgage. CGI is representative of L&Q
development(s). Images depict typical L&Q show homes.CGI is representative of L&Q development(s). Images
depict typical L&Q show homes.