How to report a defect
Contents
1. After Build provide an emergency service to homeowners It is important that you ONLY use this for genuine emergencies as described on this information sheet An emergency is defined as A sudden and unforeseen incident immediately creating a risk to the health of the occupant s and or damage to the property rendering it uninhabitable insecure or dangerous There may be occasions when you consider a situation to be an emergency but to ensure we can provide a prompt and reliable service to those genuinely in need of our assistance we must apply the following guidelines Please DO NOT call the After Build emergency service unless your problem fits at least one of the following criteria Drainage and plumbing Problems will be deemed to be an emergency when a The toilet is the only toilet in the property and cannot be flushed manually using a bucket of water b The toilet is leaking even when not in use and the leak is gushing and non containable c The bath shower basin or pipe work is leaking even when not in use and the leak is gushing and non containable d External drain s is blocked and backing up if it is deemed that the cause of the blockage was due to inappropriate use by the occupant the occupant may be liable to be charged for the call out costs 2 Heating and boilers Problems will be deemed to be an emergency when a The boiler fails to operate between Ist October and 31st March2. Managing Your New Home All about your warranty managing and reporting defects emergencies and household maintenance A comprehensive guide for new home owners with compliments from Your Developer in association with PROPERTY WARRANTY MANAGEMENT sponsored by bennettchristmas Insurance brokers Whether it s personal or commercial insurance our policy is as individual as you part cs Introduction si0vegvxdsnceteaeeieks Page 3 Warranty the first 2 Years Pages 4 5 How to report a defect Pages 6 7 Emergencies 0006 Pages 8 9 Your responsibility Page 10 Warranty checklist Pages 1 16 Top 10 tipSis csnexiceytanduenavasens Pages 17 18 Plumbing eseat tenet a Page 19 Decorating o c icckesiaceens denne Page 20 Appliances eee eee eee Page 21 General maintenance Page 22 External sc csiasi eta vadvatesseenis Page 23 Managing agents Page 24 Notes ie yeee EEE ER Page 25 Customer charter Page 26 Important telephone numbers Page 27 The design and content of this publication is protected by Copyright After Build Limited 201 I Page 2 Introduction We hope you find this booklet useful After Build has produced this in conjunction with your developer and our combined experience in managing new homes Moving house can be a testing t
3. b If the boiler is older than 12 months and has not been serviced the call will not be deemed an emergency the occupant is responsible for maintaining boiler service intervals c If the occupant still has hot water and heating this will not be deemed an emergency d If there is the possibility of a gas leak the occupant must leave the property and call TRANSCO immediately Page 8 Your Warranty the first 2 years How to report an emergency e If there is the possibility of an airlock in the radiators the occupant will be advised that should an engineer be deployed they will be covered in the event that the air lock is due to a faulty radiator valve otherwise if the radiators merely needed bleeding the occupant may be charged for the call out costs 3 Electrical Problems will be deemed to be an emergency when a There is no electrical supply and the consumer unit RCD switch fails to restore the supply b If there is no supply to the immediate neighbourhood this will not be deemed an emergency as it would appear to be a utility company problem 4 Security Problems will be deemed to be an emergency when a An exterior door is damaged compromising the security of the property b A double glazed unit is damaged compromising the security of the property c The interconnecting door between an integral garage and the property and the garage door itself are damaged compromising the security of t
4. ture to evaporate as the structure dries out Leave windows or at least the TRICKLE VENTS slotted vents in the window frame open for as long as you can each day 9 To prevent the build up of excessive condensation while the construction materials dry out it is advisable to leave fitted wardrobe doors ajar initially to prevent MOULD on clothes from occurring 10 Your new home will need maintaining and it is your responsibility to ensure that within the first 12 MONTHS you should attend to INTERIOR PAINTWORK and within 2 YEARS you should attend to your EXTERIOR PAINTWORK Page 18 Homeowner Guidance Sheet Plumbing To help you understand the requirements of a modern plumbing system we have listed some key points Stop valve As water enters your property blue pipe it is controlled by the main STOP VALVE Pic A This allows you to turn off the supply in the event of an emergency Make sure you know where it is located Isolation valve To provide independent control of the water supply to certain points around your property you may find the use of ISOLATION VALVES Pic B in places such as the WC kitchen sink and wash hand basins Gas control valve Gas is delivered to your property yellow pipe viaa CONTROL VALVE next to the meter User manual Always read your USER MANUAL In the event you can t find your manual the After Build website has links to most boiler manufacturers wwwadterbui
5. Contact After Build We will attend once to correct this but not before the first 12 months Contact After Build Contact After Build Contact After Build If a door is catching on carpet that you have had fitted this is a homeowner s responsibility Contact After Build Contact the supplier directly Homeowner maintenance Contact After Build Contact After Build in the first 12 months Thereafter this is a homeowner maintenance issue Problems arising due to extreme weather conditions e g storms and high winds are not covered Contact After Build External components will discolour due to weathering Contact After Build Damage after occupation is not covered Contact After Build in first 6 months Thereafter minor creaks are normal and can be expected Mi NA NH RA M H N OFF Your Warranty Check List Not sure what is covered ITEM ISSUE COMMENTS Garage door Gas installation Grouting Gutters and downpipes Immersion heater Kitchen units Kitchen units worktops Landscaping Meters and essential services Nail screw pops Locks cables and opening action Cracking Failure Door alignment De lamination Excessive Page 14 Contact After Build If you smell gas or suspect a gas leak you MUST shut of the gas supply do not operate anything electrical leave the property and call the supplier s emergency number Then contact After Buil
6. direct contact and research to ensure the best service Performance An audit procedure ensures we maintain and improve upon our high service standards Confidentiality All information will remain confidential and will only be released to a third party for the purposes of remedying a defect or where it is legally required Offices Our offices are open Monday to Friday 8 00am 5 00pm A message service operates during evenings weekends Bank Holidays and peak calling hours Complaints We take any complaint about our business people or services most seriously Please address any complaint to The Managing Director at our central office address page 6 and we will aim to respond to all complaints within 5 working days Page 26 Important telephone numbers After Build Non Emergency 0845 456 4631 After Build Emergency where available see page 8 0845 652 0899 Developer for you to add Page 27 PROPERTY WARRANTY MANAG Slant After Build Limited Units amp 2 Woodfield Farm Offices Isaacs Lane Burgess Hill West Sussex RHI5 8RA 0845 456 4631 www afterbuild com Page 28
7. fix door stops and so forth And remember electrical and plumbing work must only be carried out by competent qualified tradesmen never attempt this kind of work by yourself Externally Again the paintwork on the outside of your property is not intended to last forever We would advise you look at this after 2 years and certainly maintain it by re painting varnishing every 2 3 years thereafter Keep your garden in check don t allow overgrown plants and shrubs to block air bricks vents or drains Keep an eye open for debris accumulating in gutters and don t allow flat roofs to go un checked either Page 22 Homeowner Guidance Sheet External Looking after the outside of your home is just as important as taking care of the inside If you do not have the benefit of a managing agent then you should take personal responsibility for general upkeep Here are a few points we think are useful Painting To prevent rot and deterioration of external timber work make sure that the exterior of your property is regularly re painted or re varnished The first time you should re paint varnish outside is after 2 years and thereafter probably every 3 4 years Gutters Check your gutters and have them cleared annually especially if your property is in close proximity to trees Blocked gutters and downpipes can be the cause of internal damp Flat roofs It is advisable that you check all flat roofs annually
8. to ensure they are kept in good condition Make certain rain water outlets remain clear and are not blocked Damp proof course air bricks Make sure that the level of soil around the outside of your property is kept at least 2 courses of bricks below the damp proof course Keep air bricks and vents clear from soil and garden debris Drain access Do not cover drains inspection chambers or rodding eyes with soil paving or other material Efflorescence You may notice a white deposit appear on external brick work This is called efflorescence and is caused by the salts coming out of the brick clay and can be removed with a soft brush and is harmless Bad weather Inclement weather heavy rain high winds and snow ice can cause problems dislodged roof tiles fence panels dropped gutters frozen outside taps These will not be considered defects and can be best dealt with through your insurance policy Managing agents Purpose Managing agents are usually employed by the developer to manage the common areas of apartment dwellings This could be the gardens and grounds car parking driveways and gates lobby stairwells and lifts corridors and bin stores in other words all those ameneties commonly shared by the residents at the development Depending upon the arrangements it is usual for each resident to pay an annual service charge towards the cost of this facility and the developer will have provided you wi
9. Contact After Build Servicing is the homeowner s responsibility Failure to maintain annual service checks can reduce the life of your system and invalidate the warranty refer to the service label on the boiler Contact After Build Contact After Build if this occurs during the first 12 months Claims for damage to items in the home must be made through the developer Colour and tone variations in natural materials are normal and to be expected Condensation is normal and due to the drying out process It can be eased by adequate ventilation e g ensure trickle vents are open Contact After Build Minor cracking due to shrinkage is normal and can be expected Contact After Build Some minor cracking due to shrinkage is quite normal and can be expected Maintenance and touch ups are the homeowner s responsibility T T O A O Your Warranty Check List Not sure what is covered ITEM ISSUE COMMENTS Cracks to dry lining ceilings and internal paintwork Doors Doors Doors Electrical Electrical Electrical Extractor fans Fencing Flashings Flashings Floor finishes Floor structures Exceeding 2 mm and exceeding 4 mm for stair strings Lock latch adjustment Warping Easement Transformers circuits sockets and switches Damaged fittings and blown bulbs Failure Loose panels posts Leaking or loose Discoloured Noise Page 13
10. If your new property has built in or free standing electrical appliances there are several useful things you need to know l Each appliance has a warranty card this is the warranty between the homeowner and manufacturer Most appliance warranties will provide you 12 months cover for parts and labour in the event of a genuine malfunction or failure some manufacturers offer 2 years This is not covered under the Builder s Liability period It is important that you complete the details requested by each card We would recommend that you keep a safe copy of these before posting back to the manufacturer Or if you prefer complete the cards and post them to After Build we will keep copies on file and send them to the manufacturers on your behalf 2 ALWAYS read the user manual before operating any equipment 3 In the unlikely event you experience a problem with your appliance make sure you have checked for electrical power i e that the switch is in the ON position at the switched fused spur pic A these are usually labelled Fridge Dishwasher etc And where applicable the water supply is switched ON pic B If you are satisfied that the problem is specific to the appliance and not the connections you will need to contact the manufacturer If you have sent your completed cards to After Build we will be happy to make the call on your behalf 4 In such cases the manufacturer should arrange for a qualified engineer to cal
11. conform to the warranty providers build standards this will be considered to be acceptable Use your trickle vents Drying out During the drying out process different materials will shrink at different rates and this can result in minor cracks which are perfectly normal After Build is not required to rectify these unless they are excessive if you can fit a pound coin in the crack this would be considered excessive as it is greater than 2mm up to which this will be covered by homeowner maintenance How to minimise shrinkage Do not turn the heating up high maintain a steady even temperature 2 Open windows when youre in the property and leave trickle vents open when you re not to assist with the even circulation of air 3 Leave fitted wardrobe doors ajar to avoid the build up of moisture as this can cause mould 4 Use your ventilation system in bathrooms and the kitchen area Page 10 Your Warranty the first 2 years Not sure what is covered If you have a problem and you re not clear about who takes responsibility take a look down our warranty check list It may not cover absolutely everything but we do refer to the vast majority of typical occurrences There are basically three possible categorisations we can apply either individually or in combination and these are Tal It IS a legitimate defect and is covered by After Build contact us and report it O It is NOT a legitimate defe
12. ct and is not covered by After Build 4 It is household maintenance and is your responsibility as a homeowner ITEM ISSUE COMMENTS Alarm installations Alarm installations Appliances electrical Appliances electrical Blockages Cracks to bricks mortar Failure Servicing Failure Damage Wastes drains traps Less than 5 mm Page 1 Contact After Build Servicing is the homeowner s responsibility Failure to carry out annual maintenance could invalidate your warranty Call the manufacturer and follow instructions in your appliance warranty cover All damage is the homeowner s responsibility Contact After Build Blockages caused by homeowner are NOT covered and may incur a charge Minor cracking due to shrinkage is normal and can be expected Your Warranty the first 2 years Not sure what is covered ITEM ISSUE COMMENTS Cracks to bricks mortar Central heating boiler Central heating boiler Central heating Central heating Chips and scratches Colour variations Condensation Conservatory Cracks to concrete Cracks to concrete Cracks to dry lining ceilings and internal paintwork Exceeding 5 mm Breakdown Servicing Leaking pipes radiators Noisy Glass sanitary ware cabinets w tops floors Wood marble etc Leaks Less than 5 mm Exceeding 5 mm 2 mm or less and 4 mm or less for stair strings Page 12 Contact After Build
13. d Contact After Build in the first 6 months Thereafter minor cracking due to shrinkage is homeowner maintenance Contact After Build Problems arising from debris in the gutters dead leaves etc are the home owner s responsibility and this will not be covered Contact After Build This is homeowner maintenance Contact After Build If de lamination is due to water spillage caused by the homeowner you may not be covered As homeowner you are responsible for the maintenance of the garden and its contents As homeowner you should contact your service provider directly Contact After Build We will attend once to correct this after the first 12 months Nok Your Warranty Check List Not sure what is covered ITEM ISSUE COMMENTS Paths and paving slabs Movement Roof Sanitary ware Silicone sealant and Internal and external mastic Settlement in the garden Structural defects Shower doors Soft furnishings Telephones Line Telephones Sockets TV Service Page 15 Contact After Build in the first 12 months Small movement may occur over time due to expansion and contraction of the sub soil as weather conditions apply Contact After Build We cannot take responsibility for weather damage e g loose or slipped ridge tiles All claims for damage to sanitary ware must be made in accordance with the developer s formal handover process Contact After Build in the first 6 mo
14. ess however we know that sometimes it can take a little longer and a bit more effort to put things right Our responsibility is to work to the standards set by your 10 year warranty policy provider and apply these whenever involved in managing a defect We hope that you find our service helpful should you ever have cause to use it Page 3 Your Warranty the first 2 years What you need to know Your new home warranty Your home is a unique product hand built from a wide variety of traditional and modern materials It is possible that following occupation you may encounter minor problems as the building dries out and settles down Pre occupation Before you take ownership of your new home your developer should arrange for you to walk around the property and identify any last minute snags which will require rectification At this stage any thing you jointly agree needs attention shall remain the developer s responsibility to complete please retain a dialogue with the developer to deal with these matters Legal completion Your new Home has the benefit of a 10 year warranty which has been arranged by your developer with one of the recognised warranty providers The warranty policy belongs to you and your solicitor or conveyancer should hand the policy to you when you complete It is advisable that you spend a little time reading this as there is a lot of useful information that will help you obtain the maximum enjoy
15. he property d A door or double glazed unit in a detached garage or outbuilding is damaged is not deemed to be an emergency e Damage to an interior door that does not compromise the security of the property is not deemed to be an emergency Page 9 Your Warranty the first 2 years General maintenance To help you obtain maximum enjoyment from your new property here are a few useful guidelines on maintaining your new home Before moving in Most developer s have a well prepared process to ensure any issues requiring attention e g small areas of paintwork that may have been missed damaged tiles etc are noted during a walk round the property with you prior to legal completion It is worth making sure that you document any such points with the developer sign and date this certain problems such as scratched glass damaged tiles and sanitary ware cannot always be rectified later These issues are referred to as SNAGS After Build is not generally responsible for dealing with SNAGS Instructions and manuals Check to ensure you have been provided operating instructions and user manuals for all your appliances heating hot water and security systems If you have not ask your developer at the earliest possible stage Standards of finish Every property is unique and hand crafted There will always be some small variation in the finished appearance of the construction of your home As long as these
16. ime and we know it takes a while to settle down once the move is complete New surroundings different systems strange procedures it all amounts to quite an experience but one we want you to enjoy So Managing Your New Home will provide you with a better understanding of just what you can expect from your new surroundings You may not have previously owned or lived in a brand new property but even for the initiated technologies are constantly evolving and we think it would be worth spending some time reading through the information we have provided Importantly we have looked at this from the perspective that from time to time you may need to report a problem For the most part it will be minor or just irritating and After Build want to help ensure that on such occasions we can assist you in resolving the issue as quickly and painlessly as possible After Build is an independent nationwide organisation employed by your developer to provide a defect management service If something in your property becomes defective during the first 2 years following legal completion we will work with you to get the matter rectified We operate through the developer and all of the original sub contractors who were involved in the construction and finishing of your new home so our start point is to go back to the relevant trade and instruct them to put right any failings of workmanship or materials This is usually a relatively straight forward proc
17. ing it is likely we will need to attend on two separate occasions the second call being rubbing down and re painting once any filler has dried out We will where possible arrange this over consecutive days but we cannot always guarantee this Paint colour Over time paint changes colour very slightly this is a process caused by many things including the quality of the air e g smoking causes rapid discolouration and light Therefore re painting can sometimes be noticed where the boundaries of the old and the new paint meet one another When painting a large area we will paint to the nearest natural divide e g door frame archway corner We will not necessarily re paint the entire wall or ceiling unless the amount of repair work has been extensive Similarly we will not re paint all the timber work but would typically re paint one length of skirting board for example There may be occasions where we consider that it is sensible to wait for a property to fully finish drying out before reviewing any work we may need to arrange i e extensive shrinkage To avoid the inconvenience that numerous visits can cause we may advise that the drying out process is given the opportunity to stabilise before we assess what if any work we may need to organise Neither After Build or your developer can be responsible for paint mismatch due to age or environmental conditions Page 20 Homeowner Guidance Sheet Appliances
18. l and diagnose the cause of the problem Pic A Pic B lever in the OFF position in line is ON Page 21 Homeowner Guidance Sheet Your responsibility There is a myth that new homes don t require maintenance or up keep Clearly this isn t the case Every new homeowner needs to maintain their property if they wish it to last when all said and done it is most likely the single greatest invest ment you will make in a lifetime so make sure it lasts a lifetime by taking appropriate care of it Internally Most properties are painted in a light coloured emulsion this satisfies most palettes but is not intended to last forever We would advise that after 12 months you consider freshening this up and at that stage should you prefer a different scheme change the colour maybe Equipment needs maintenance too especially your heating and hot water system Don t forget the annual service for your boiler otherwise you may invalidate your warranty Putting up shelves and fixing brackets to your walls needs a little forethought There will be electrical cables and plumbing pipes behind your walls and you don t want to interfere with these Also different wall constructions require specific fixing devices so take good advice from your local DIY store before you start work Many new properties now days have under floor heating so again be aware of this possibility before you drill holes in the floor to
19. ld com Heating PDF s html Bleeding radiators Trapped air can prevent a radiator from fully heating up cool at the top To release the air turn off the heating and allow to cool down Using a radiator bleed key open the valve Pic C and listen for the hiss of escaping air Re pressurising the system Sealed heating systems may need re pressurising from time to time You will find a pressure gauge on or close to the boiler Pic D if this indicates the system pressure has dropped you need to re pressurise the system Follow your boiler manual for instructions Blocked drains There may be occasions when you suffer a blocked drain often the cause is unsuitable household waste causing an obstruction Some sub contractors may charge you for attending a blocked drain if they discover this to be the cause Page 19 Homeowner Guidance Sheet Decorating There may be occasions when we need to arrange to carry out minor painting and decorating works Before we arrive Very often the attending operative may have other calls to make in the same day and time is therefore at a premium Please ensure that before he arrives you move any obstructions that may otherwise hinder his safe access to the work area i e furniture and appliances Our operative will need a minimum of meter clearance all round to be able to carry out your work Preparation When it is necessary to prepare and fill an area of wall or ceil
20. ment from your new home During the first 2 years of this warranty the developer remains responsible to manage any defects that may occur In this instance After Build has been engaged to manage the developer s obligations this is know as the Builder s Liability period What is a defect A Defect is a breach of any mandatory warranty requirement by the developer Those items generally not included in the definition of Home would be fence temporary structure swimming pool lift electrical or electronic items whether built in or not excluding fixed wiring lighting system heating system air conditioning smoke alarms waste disposal units or water softening equipment installed at the date of the insurance certificate The developer is not responsible for the general maintenance of your property as the homeowner you are How to report a defect Before you report a defect please refer to our Warranty Checklist pages 1 16 this explains what is covered and what is not In the first instance except in emergencies you will need to report your defect in writing unless otherwise specified by your developer Page 4 Your Warranty the first 2 years What you need to know Important It is important you check for damaged items within the property and follow the developer s specific policy for reporting these This can vary from one company to another but usually you will be required
21. mply to read the meter 3 Be sure you know where to locate the ELECTRICITY CONSUMER BOX this is the point at which mains electricity enters your property Your supply is protected through a number of small devices RCD s that will automatically disconnect or TRIP OUT in the event of a problem These are particularly sensitive for your safety and this can happen when a light bulb blows or if you have a faulty appliance These can be re set by returning the relevant switch to the on position 4 Complete all appliance WARRANTY CARDS now fridge freezer oven hob dishwasher etc and follow the instructions for registration 5 If you have GAS HEATING it is your responsibility to ensure that the BOILER is serviced regularly according to the manufacturer s specification it could affect your warranty cover if you don t 6 Familiarise yourself with the operation of the SMOKE DETECTORS and check they are working by pressing the TEST BUTTON Page 7 Homeowner Guidance Sheet Top 10 tips General 7 As your home is lived in and heated timber and other materials will shrink and this can cause SMALL CRACKS on wall and ceiling finishes These cracks are not structurally significant and can be put right in the normal process of redecoration 8 Because a significant amount of water is used in the construction of your home cement plaster paint etc your property needs to be well ventilated to allow mois
22. nths Thereafter this will be homeowner maintenance Some settlement of new top soil is normal and to be expected Contact After Build Contact After Build The homeowner must contact the developer Line connection is the homeowner s responsibility The homeowner may be responsible for slave socket connection see developer policy Usually it is the homeowner s responsibility to make arrangements with a service provider Me ONN Your Warranty Check List Not sure what is covered ITEM ISSUE COMMENTS TV Sockets dish Contact After Build Your home should be wired for service in the case of apartments it is usually connected to a communal receiving dish N Aerial Homeowner s responsibility O Water services Leaking pipes and taps Contact After Build M Windows Frames and furniture Contact After Build M Wood Minor separations shrinkage O and or warping are normal and can be expected Page 16 Homeowner Guidance Sheet Top 10 tips Priority Always be sure you know how to shut off the water supply to your property find the STOP COCK and be certain other members of your household also know where it is 2 If you have a GAS supply be certain you know where the CONTROL VALVE can be located usually in the meter box The METER BOX is generally outside the building and you should have been provided with a METER KEY to allow you access either in an emergency or si
23. rst 2 years How to report a defect There are numerous ways to report a defect and different developers have dif ferent ideas about how the homeowner should do this When reporting a defect FOR THE FIRST TIME your developer would like you to Write to After Build Telephone After Build includes e mail Once reported you can choose the form of communication you find most convenient Telephone 0845 456 4631 DX Post After Build Units amp 2 Woodfield Farm Offices Isaacs Lane Burgess Hill West Sussex RHI5 8RA Fax 01444 230222 Website www afterbuild com Report Defect htm 0 E Mail defects afterbuild com Please ensure that you provide as much detail as possible If you have photographs this can often be helpful After we have received your information one of our Coordinators will call you to discuss your problem where necessary If it proves necessary to deploy an operative to resolve the issue we will do so in one of the following two ways For most minor problems we will deploy an After Build operative 2 For major items or defects where a warranty applies most plumbing and electrical fitted kitchens contract flooring windows and doors we are contractually required to report this on your behalf to the original sub contractor After Build will liaise with the relevant trade and instruct them to attend and carry out works but we will make all the arrangement
24. s on their behalf so you only need have one point of contact It is our aim to resolve most Page 6 Your Warranty the first 2 years How to report a defect problems within 30 days however this is subject to the reasonable cooperation of both the homeowner and the sub contractor and where applicable the ordering of parts After Build office hours Monday to Friday 8 00 am to 5 00 pm Answer service An answer service operates at times of peak call volume and during weekends evenings and Bank Holidays Please feel welcome to leave a message along with your name and contact number and we will call you back at the earliest opportunity Reminders Where we are able our team will some times send you an SMS text message r i Se a BELET u kil to your mobile phone as this can prove an effective way of sending out reminders prior to an appointment Emergencies So far all of the information we have provided relates to routine or non emergency defects For emergencies turn to page 8 Your Warranty the first 2 years How to report an emergency In the unlikely event you experience an emergency you must follow your developer s emergency procedure You ARE NOT COVERED by the After Build EMERGENCY service follow the alternative instructions issued by your developer You ARE COVERED by the After Build EMERGENCY service follow the instructions pages 8 9
25. th this information The benefits include having someone on hand to take responsibility for general maintenance and repairs to problems in the common parts This may well extend to gardening mowing of lawns cleaning of gutters and disposal of rubbish In most arrangements a programme of external decorative upkeep will be agreed so that paintwork and drain water goods are maintained to a good standard Management There is usually an appointed manager who will liaise between the developer and the residents and in some cases there may be an office at the development Page 24 Notes We have left you with a blank page as it is sometimes useful to be able to keep notes for future reference Page 25 Customer charter Our aim To be the market leading provider of property warranty management for new homes Our promise To professionally and responsibly manage the developer s warranty obligations and provide the homeowner with a first class experience Service standards To respond to all incoming calls and instructions and when necessary calling the home owner to agree a time and date for defect work to be conducted To carry out work within 30 days wherever possible Communication and involvement We will answer the telephone promptly or in instances of peak calls take a message and respond to that message within hour We continually seek the views of customers and the market through
26. to sign a handover form confirming that you are satisfied with the condition of the building and its contents In particular but not exclusively items such as Wall and base units Sanitary ware Glass and tiles Appliances Sinks and worktops Emergencies Please follow the procedure explained to you by your developer Non emergencies After Build s office is open Monday to Friday 8am to 5pm Operatives will work between 9am and 4pm Monday to Friday not weekends or Bank Holidays Weather damage Damage to properties caused by storms or extreme weather conditions are not covered by the warranty and shall remain the homeowner responsibility This includes but is not limited to such items as roofs tiles and fences In the event of such an occurrence you should contact your insurance provider If you live in an apartment we suggest you contact the Managing Agent Accidental damage Damage caused by accidental or improper use will not be covered by the warranty This will remain the home owner s responsibility Notes Scratches and marks to glazing and walls are determined in natural light only at a distance of 2 metres or 3 metres for toughened glass 2 If we need to carry out work in your home please ensure the area s concerned are cleared of furniture and personal belongings before our operative arrives as they will not have time to do this for you Page 5 Your Warranty the fi
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