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:
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Fence
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Temporary structure (garden or bicycle shed)
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Swimming pool
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Lift
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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.
报告缺陷
Occupant Portal 专为快速和轻松地报告建筑缺陷而设计。这是 After Build 门户，但是还有许多其他开发人员在运营自己的门户（点击查看更多细节).
这是一个安全平台，可通过各种设备上的任何 Web 浏览器使用……智能手机（Android 和 i-OS）、平板电脑、笔记本电脑和台式电脑，随时随地，适合您自己。通过 Occupant Portal 访问意味着您可以报告新的缺陷，我们会在您提交报告后立即看到详细信息。
请确保您提供足够的详细信息来描述问题。如果您有照片甚至视频，这些可以附加到您的提交中。 您不仅可以报告新缺陷，还可以跟踪现有缺陷以查看问题的进展情况，回顾在任何未决案件上注明，并在商定后确认约会日期。
收到信息后，物业协调员 可能会联系您讨论您的问题。
您的开发商（或指定的售后服务代理人）将与相关承包商联络并指示他们进行工程，但所有安排都将代表您进行，因此您只需要一个联系点。
大多数工作在 30 天的窗口内得到解决（需要住户和承包商的合理合作，如果适用，还需要零件订购）。
对于保修适用的缺陷（大多数管道和电气、设备齐全的厨房、合同地板、门窗），售后服务团队根据合同有义务将此报告给原始承包商。
乘员门户访问
确实没有比使用 Occupant Portal 报告缺陷更好的方法了。它安全、快速且非常方便。
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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.
