PROFESSIONAL AFTER CARE FOR NEW HOMEOWNERS
About your new home
What is a 'defect'?
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.
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 that stage, anything you agree needs attention, shall be the developer’s responsibility to complete.
How to report a defect
Before you report a defect please refer to our ‘warranty checklist’ which explains what is covered.
Your new home has the benefit of a 10 year warranty which has been arranged by your developer with a UK industry recognised warranty provider. 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 enjoyment from your new home.
During the first 2 years of this warranty the developer remains responsible to manage any defects that may occur. This is known as the ‘Builder’s Rectification Period’ (previously the ‘Builder’s Liability Period’).
A ‘defect’ is a breach of any mandatory warranty requirement by the developer. Those items generally not included would be:
-
Fence
-
Temporary structure (garden or bicycle shed)
-
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.
Your developer is not responsible for the general maintenance of your property, as the home owner you are. Except in emergencies, you will need to report your defect by either following your developer’s instructions or, by using the Occupant Portal, if this is something your developer has arranged for you. Using the Occupant Portal is fast and convenient.
Damage to properties caused by storms, extreme weather, accidental and improper use is not covered by your warranty and shall remain the home owner’s responsibility.
NOTES
1. 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 it’s necessary to carry out work in your home please ensure the area concerned is cleared of furniture and personal belongings before the designated operative arrives as they will not have time to do this for you.
3. On occasions it may be necessary for the operative to attend more than once (e.g. certain decorating works require a period for paint to dry before applying a second coat).
4. If you forget an appointment this may substantially delay making another one.
RAPORTAREA UN DEFECT
Portalul pentru ocupanți a fost proiectat pentru rapiditate și ușurință în raportarea unui defect de construcție. Acesta este portalul After Build, totuși există mulți alți dezvoltatori care își operează propriul lor (apăsați pentru detalii).
Aceasta este o platformă sigură disponibilă prin orice browser web pe o gamă largă de dispozitive... telefon inteligent (Android și i-OS), tabletă, laptop și computer desktop în orice zi și la orice oră, după cum vă potriviți. Accesul prin Portalul pentru ocupanți înseamnă că puteți raporta un nou defect și vom vedea detaliile imediat ce ați trimis raportul.
Asigurați-vă că furnizați suficiente detalii care descriu problema. Dacă aveți fotografii sau chiar videoclipuri, acestea pot fi atașate la depunerea dvs. notează orice caz deschis și confirmă data numirii odată convenită.
După ce informațiile au fost primite, probabil că veți fi contactat de un coordonator de proprietate pentru a discuta problema dvs.
Dezvoltatorul dvs. (sau agentul de îngrijire nominalizat) va lua legătura cu contractorul relevant și îl va instrui să efectueze lucrări, dar toate aranjamentele vor fi făcute în numele dvs., așa că aveți nevoie doar de un singur punct de contact.
Majoritatea lucrărilor sunt rezolvate într-o fereastră de 30 de zile (sub rezerva cooperării rezonabile a ocupantului și a antreprenorului și, dacă este cazul, a comenzii pieselor).
Pentru defecte pentru care se aplică o garanție (majoritatea instalațiilor sanitare și electrice, bucătării amenajate, podele contract, ferestre și uși), echipa de îngrijire este obligată contractual să raporteze acest lucru antreprenorului inițial.
ACCES PORTALUL OCUPANTLOR
Nu există într-adevăr o modalitate mai bună de a raporta un defect decât prin utilizarea Portalului pentru ocupanți. Este sigur, rapid și absolut convenabil.
Please ensure you provide sufficient detail describing the problem. If you have photographs or even video, these can be attached to your submission. Not only can you report a new defect but, you can also track an existing defect to see how the issue has progressed, review notes on any open case and confirm the appointment date once agreed.
After the information has been received, you will probably be contacted by a Property Coordinator to discuss your problem.
Your developer (or nominated after care agent) will liaise with the relevant contractor and instruct them to carry out works, but all the arrangements will be made on your behalf, so you only need a single point of contact.
Most jobs are resolved within a 30 day window (subject to the reasonable cooperation of the occupant and the contractor and, if applicable the ordering of parts).
For defects where a warranty applies (most plumbing and electrical, fitted kitchens, contract flooring, windows and doors) the after care team is contractually obliged to report this to the original contractor.
Occupant portal access
There really is no better way to report a defect than by using the Occupant Portal. It’s secure, fast and utterly convenient.
