Top 5 most common complaints.
The Top 5 most common complaints made by purchasers are ...
1. Poor workmanship and excessive snags
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Poor plastering and paint finishes
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Uneven walls and ceilings
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Misaligned doors and windows.
2. Slow or poor After Sales service
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Ignored emails and phone calls
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Long waits for repairs
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Missed appointments.
3. Structural, damp, drainage, and water-ingress
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Damp and mould
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Water ingress through roofs or walls
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Poor drainage.
4. Mechanical, electrical and plumbing faults
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Plumbing leaks
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Poor water pressure
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Boiler faults.
5. Delays and unmet promises
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Miss estimated completion dates
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Hand over homes before scheme fully finished
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Leave roads, landscaping incomplete.
After Care is not an unnecessary admin overhead ...
it is a critical commercial strategy to avoid
unwelcome costs and reputational damage.
Our core focus is ...
"Working to protect your profit
and business reputation"
Almost 25 years ago, we were approached by a developer seeking a better way to manage new build snags.
After some dialogue we established that actually, initial snags were only a part of the challenge; the wider issues concerned the consequences of no After Care programme, which led to ...
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Complaints
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Damaging online reviews
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Significant Director costs (from involvement
in escalated complaints) -
Excessive snag burden
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Poor contractor response to reported issues
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Site teams tied up with after care issues
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Reputational damage (cancelled sales)
So, we set out to create an After Care service for SME house builders, based on a simple fee per plot, regardless of how many defects are reported.
We invite you to take a FREE insight discussion where we can look at any of the above issues that may adversely affect your business.
To date we have managed ...
- 100,000 Defects
- 1,500 Developments
- 30,000 Homeowners
- 2,000 Contractors
Reporting a build defect is a cinch!
Our investment in technology has enabled a homeowner to report a problem to us at any time of any day. Such is the degree of ease and convenience offered by users of our App 'Managing Your New Home'.
But smart tech is only a part of the reason why our service is so popular; our team of Warranty Controllers are trained to handle every type of problem that comes our way and to understand what constitutes a legitimate defect. We know what questions to ask and how to interpret the response, to be sure we are able to describe to a trade, with relevant detail, why their attendance is required.
Contractors can be assured that we only instruct them to attend jobs which meet the warranty criteria of a build defect, so no wild goose chases or wasted time.