Customer Care is the collective term After Build apply to a range of unique services. Individually, or in combination, each provide a unique turn-key solution to address specific post-build developer obligations.

FIXED-PRICE

All services are provided for a single fixed-price (per plot). Our aim is to deliver a friendly professional response to the homeowner and to unburden the developer from the daily demands of managing the occupant.

Our operation has evolved over 15 years during which time the UK new-build sector has experienced exceptionally challenging market conditions. Over this period certain aspects have fundamentally altered, making the developer’s responsibilities under any recognised 10-year warranty all the greater. The most influential are:

  • New technology
  • Quality control
  • Contractor management
  • Consumer expectation

Our team, whether site or office based are trained to work as a single unified entity sharing a common focus: “… to provide excellent customer care for the new homeowner and cost-efficiency for the developer”

Homeowner contact with After Build

  • At site level (where Pre-Occupation and/or Purchaser Demonstration is taken)
  • Via the Occupant Portal (a secure web based system)
  • By telephone
  • Email

Our flexibility to cater for a wide range of consumer needs is critically important in the creation of a seamless service. In many cases we ‘white label’ the service, either in the developer’s name or the name of the development.

Call Handling

Diagnosis

  • Provide occupant with array of options
  • Portal, email, telephone, letter, in person
  • Determine legitimacy of defect
  • Proven Q&A
  • Applying warranty build knowledge

Job Instruction

  • Raise and send
  • Detailed description
  • Request for dates
  • Contractor Management
  • All communications
  • Escalation where necessary

Appointment

  • Liaise with contractor and occupant
  • Obtain mutually acceptable dates

Close Defect

  • When occupant satisfied work is complete
  • Real time reporting and trend analysis

Reporting and Accountability

  • Client portal
  • Tailored reports
  • Quarterly data
  • Escalation
  • Meetings

SERVICE LEVELS

We recognise that every business is different, both in terms of the level of service required and the size of budget.

This may be because a service structure exists within a client’s business but may be stretched and needs support rather than a full service. Or a developer is well resourced at site level in terms of handling defects but lacks the necessary back-office structure.

We understand this and can work with you to build a service that sits within your financial means.

  • Find out more about our Lite service …
  • Find out more about our Liter service …

Our team will be happy to accommodate your circumstances and work with you to build a service that meets your specific needs.

SITE BASED SERVICES

All too often there is a disconnect between practical completion and purchaser occupation. Every property should be checked, snagged and cleaned before a buyer sets foot over the threshold – often this is overlooked and the consequences can be damaging to a developer.

Every construction team should conduct a ‘Builders Snag’  before declaring practical completion, yet this while maybe meeting the basic warranty standard, will rarely be sufficient for the consumer. After Build’s Pre-Occupation Survey is conducted through a purchaser’s eyes – we run the appliances, test the heating, fill the sinks, open and close kitchen cabinets and drawers, look in the loft, establish freely moving windows and doors, look for missing tile grout or suspect silicone … in summary, we pick up what a purchaser would pick up, but before they see it.

Then we meet them at their new home and escort them around it, explaining how everything works and fielding any last minute questions. The Purchaser Demonstration is a valuable opportunity to meet with the developer’s customer for the last time prior to occupation, and set sensible expectations of the service ahead (2 years Rectification period).

EMERGENCY OUT OF HOURS

As one of the largest emergency service providers we know only too well the value of a reliable out of hours service. After Build provide comprehensive, cost-effective OOH cover for evenings, weekends and ALL Bank Holidays, taking responsibility for:

  • Drainage and Plumbing
  • Heating and Boilers
  • Electrical
  • Security

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