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OMBUDSMAN SERVICES

What we can offer

 

SECTION 2

Complete New Home and Legal Completion

COMPLETE NEW HOMES

Legal Completion can only take place on a Complete New Home. It is a breach of this Code for legal completion to take place on a New Home that is not a Complete New Home.


A Complete New Home is one that:

(i) has a New Home Warranty cover note issued in relation to it, and

(ii) Either in relation to a house, may be considered complete if all rooms, spaces and facilities are in a finished condition for the purpose for which they are designed and intended and the property is safely accessible; with any further work to the home is to be solely decorative/corrective, or related to shared common areas, or related to transitioning from temporary to permanent utilities and services, and do not affect the owner’s ability to live safely in the property and will not cause disruption or significant inconvenience to rectify;


Or, in relation to an apartment/flat may be considered complete if all rooms, spaces and facilities within the specific apartment/flat are in a finished condition for the purpose for which they are designed and intended and the unit is safely accessible; with any further work being solely decorative/corrective, related to shared common areas and facilities, or related to transitioning from temporary to permanent utilities and services which do not affect the owners’ ability to live safely in the apartment/flat and will not cause disruption or significant inconvenience to rectify.


The Developer must not offer a Customer incentives (financial or otherwise) to move into, or complete the purchase of, a New Home that is not a Complete New Home.

 

SOLUTION

QUALITY ASSURANCE INSPECTION

Do not allow yourself to be caught out by insufficient attention to snags. This fixed-price service will provide you with everything you need to ensure you're as close to 'snag-free' as is practicable.

 

LEGAL COMPLETION

At the point of legal completion, the Developer must:
a) have completed the construction of the New Home to the standards agreed
b) have carried out their final quality assurance inspection of the New Home and provide a Customer with a schedule of any incomplete or defective items, and a statement of timescales for completing / remedying such items along with the need for access at suitable times to enable remediation.
c) have provided an opportunity for the customer to inspect the new home and/or appoint a suitably qualified inspector to complete a pre-completion inspection
d) have agreed or provided an appointment for a home demonstration.

 

SOLUTION

HOME DEMONSTRATION

Conduct a professional tour of the purchaser's new property and explain everything that they need to know.

 

SECTION 3

After Sales Service and Complaints Management

AFTER SALES SERVICE

The Developer must provide a Customer of the New Home with a comprehensive and accessible After-Sales Service for a minimum of two years following the date of Legal Completion.

 

SOLUTION

AFTER CARE

Don't underestimate how much skill, knowledge, resource and technology this takes to do well. It is far more than just answering the phone or responding to an email. Today's consumer expects a great deal more.

 

UNDERSTANDING THE SERVICE

To make sure a Customer understands how to access the After-Sales Service, the Developer must provide a Customer with suitable information about the service which must include:


a) a clear written statement of their After-Sales Service procedures.
b) an explanation of their responsibility for remedying any issues or problems (including Snags and/or Defects) arising in the property during the first two years, and that the Customer should identify any issues or problems (including Snags and/or Defects) and report them to the Developer promptly in order for the Developer to meet their responsibilities.
c) an explanation of how issues or problems and service calls will be managed, including timescales; how they should be reported and the names and contact information of the Developer’s staff to whom such issues should be reported and notified to.
d) allowing the Customer, the option to categorise any issue or problem (including Snags and/or Defects) as a formal Complaint if they are unhappy with the Developers proposed approach.

 

SOLUTION

MANAGING YOUR NEW HOME

Have access to our unique publication and website 'Managing Your New Home' where we explain the After Care service to your customer.

 

EMERGENCIES

e) an explanation of the process for reporting and handling Emergency Issues including clarity on what qualifies as an Emergency Issue and how the Developer will deal with them. This must include issues relating to health and safety that could materially impact on health and wellbeing or cause injury or loss of life.

 

SOLUTION

OOH EMERGENCY COVER

We provide Out of Hours Emergency cover as a part of our After Care service.

 

AFTER SALES ISSUES AND COMPLAINTS MANAGEMENT


The Developer must have a system and procedures for receiving, handling and resolving issues or problems raised by the Customer for its after-sale service, as well as Complaints in line with the requirements, including time periods, set out in the Code.

If a Customer is dissatisfied with the resolution of an issue or problem raised through:

Part One: Selling a New Home
Part Two: Legal Documents, Information, Inspection and Completion
Part Three: After-Sales

A complaint may be made in accordance with the developer’s complaints process.
It is a requirement that the developer’s complaints procedures must include the 
following mandated minimum steps from the date of the first complaint:

a) Written acknowledgment
b) Path to resolution letter
c) Complaint assessment and response letter
d) Eight week (56 day) letter
e) Closure letter

 

SOLUTION

COMPLAINTS POLICY

Let us help you create a professional and robust complaints policy. Just sending the occasional letter is no longer sufficient - you need a process and well written templates to manage the process in accordance with new requirements.

 

SNAGGING PERIOD AND RESOLUTION OF SNAGGING ISSUES

It is widely acknowledged that there are some finishing or other issues which need addressing on moving into a New Home and these are commonly known as “Snags” and “Snagging”. Developers and Customers are expected to work collaboratively around identification, access and resolution of Snagging following Legal Completion.


The Developer must ensure that Snags are covered by the After-Sales Service and that, once agreed, they are resolved promptly. Any Snags, Issues or problems raised through the After-Sales Service process must be acknowledged promptly. It is expected that in most situations a Developer should be able to resolve an After-Sales issue or problem within 30 calendar days, other than where there is a substantial reason for delay. Where there is such a delay, the reasons for that should be communicated clearly to the Customer, with no less than monthly updates provided until the matter is resolved. If a Customer is dissatisfied with the After Sales Service a Complaint may be made under the formal Complaints Process of that Developer.

 

SOLUTION

SNAG MANAGEMENT

If you do find yourself in the unenviable position of having a lot of snags then you need a process with a skilled resource to drive it.