Customer Care

After Build provides a unique turn-key solution addressing all aspects of defect management for a single fixed-price. Our operation has evolved over a decade during which the UK new-build sector has experienced exceptionally challenging market conditions. During this time certain aspects have fundamentally altered, making the developer’s responsibilities under any recognised 10-year warranty all the greater. The most influential are perhaps:

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

After Build’s approach is to unburden you from the daily demands of the Builder’s Liability period but provide visibility of all calls and actions should you want it. Our team is trained to handle every call with care and attention, diagnosing the specifics of every issue to identify where a problem meets the ‘legitimate defect’ criteria and the appropriate course of action necessary to close it out. Where this requires an attended response we manage your original sub-contractors, taking responsibility to organise each appointment, and issuing job instructions for them to return and make good their work.

In some cases we’re asked to provide a wider service for our clients, handling not only build-defects, but any kind of problem an occupant may wish to report. Additionally, this may be available in either our name, the client’s name or the name of the development. Our ability to white label the service is of increasing importance in the creation of a seamless service.

FULL SERVICE is a highly cost efficient way for a developer/HA with NO resource to manage their warranty obligations. After Build take responsibility for all aspects – complete outsourcing, fully systemised, trained / knowledgeable people, fixed and known cost, flexible and scalable.

  • Call Handling
    – Provide occupant with array of options
    – Portal, email, telephone, letter, in person
  • Diagnosis
    – 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

Sometimes you may have enough resource to handle the back half of the defect management process, but insufficient to cope with everything … LITE-TOUCH is an excellent compromise when you lack back office capability but have people able to manage site and trades.  This ‘reduced service level means we can still take and manage all occupant calls, handle the diagnosis process and raise job instructions where required to send to your original contractors. Very often small and medium businesses have limited overall resource with a bias towards site presence i.e. insufficient to handle inbound occupant calls, but enough to manage contractors and appointments at site.

At close of play every day we send you a summary report, logging all calls taken, full site/property details and the essentials of the diagnosed defect. If it transpires that the issue reported was NOT a legitimate defect, we still report it (so that you have a record of it) but classify it as NFA (No Further Action). Additionally you will receive PDF Job Instructions, pre addressed to your contractor with the details of each site/plot and the diagnosis of the defect requiring attention.

We can take this a step further still … LITER-TOUCH removes the Job Instruction element and After Build just handle the occupant call and diagnosis. At close of play every day we send you a summary report, logging all calls taken, full site/property details and the essentials of the diagnosed defect. If it transpires that the issue reported was NOT a legitimate defect, we still report it (so that you have a record of it) but classify it as NFA (No Further Action).

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 and Security

Contact Us

If you require more information about After Build services you can Telephone us on 0845 456 4631 or Email: enquiries@afterbuild.com or complete and submit the form below. A member of our team will then contact you to discuss your specific needs.

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