© 2006 - 2016 brand-newhomes.co.uk - All rights reserved
Website design and hosting by ImpulseWebDesign.co.uk
In the first instance
It is important that you address your complaint in the correct way. Act quickly. Normally it is sufficient and easiest, to either speak to the sales advisor or site manager on site or failing that, call the builder’s regional office. The NHBC and most house builders prefer you to write a letter to record any problems with your new home. This has two advantages; it records the complaint at the builder’s office and it also limits the number of trivial complaints, as most people cannot be bothered to write a letter of complaint! It also postpones the date the complaint was received.
Before you make a complaint you should have a very clear idea about what you see as the defect, and how and what you expect to be done to rectify it.
Collect evidence to support your claim. Take photographs! Keep a diary to record what happened and whom you spoke to and what was said or agreed. Be aware, it may take the builder several attempts to correct a defect and each one should be recorded to support any later claim.
Make sure you are aware of your rights and the builder’s obligations under the NHBC Buildmark cover.
It is very important to give the builder your contact telephone numbers so arrangements can be made for access for inspection and carrying out remedial work.
Normally most defects are inspected by a site manager or customer care manager before they arrange for trades to attend as they will be able to see what is involved and what materials or other resources may be required. Some site managers are on site very early (around 7.30am) and it may be possible for you to arrange an inspection before you leave for work. The site manager should be flexible and you should also try to be. It may be a good idea to call the site manager the day before to remind him of the appointment.
During the site manager’s (or customer care manager’s) visit, your complaint will be investigated and you will be informed what work needs to be carried out and given an idea of how long it will take to complete the work. Be polite and offer a tea or coffee. You can also ask for any advice you may need during the inspection.
It is normally considered reasonable (with the exception of emergencies) that the required works be carried out during normal working hours. Typically this is between 8am to 5pm weekdays. You should therefore either arrange to be at home on the date agreed or arrange for someone else to be there. Once the date for the work has been agreed you MUST contact the builder as soon as you are aware, should be date need to be postponed. If the builder has made arrangements for several trades to work in your home on a certain day, and access is not available, you will probably then be dealt with as a low priority.
Clear the area(s) or room(s) where the work is to be done. The extent of this will depend
on the work, but it is a good idea to move all furniture in the area out of the way, especially if the floor covering is being lifted. Clear away all other items such as children’s toys and ornaments and keep any pets under control, preferably in another room! You would be wise to remove any valuables as a precaution. When the site manager and tradesmen call, offer them a hot drink. This a friendly gesture, often appreciated! Please be aware that some operations will be messy and this may be unavoidable. The builder should make every effort to keep dust and dirt to an absolute minimum.
Sometimes new homeowners leave a set of keys with the sales office at the weekend so that any works or inspections can be made in their absence. This can be helpful as quick items of work such as re decorating a door edge, can be completed without the new homeowner having to take time off work. However, it can be a potential source of problems should there be any alleged damage (or loss) to personal possessions, furniture or carpets. On one occasion, a purchaser complained that the tradesman had been watching the cricket on his television. When the builder asked how he knew that, the purchaser said he found paint on the remote control buttons!
If you are prepared to leave keys, make sure the site manager or builder’s representative accompanies anyone working in your home at all times. Also ask that your keys are kept secure at all times and not left on the site manager’s or sales advisor’s desk. Ensure that it becomes the builder’s responsibility to check that your new home is secure after works are completed.
There are several things that you may wish to complain to your house builder about including:
1. Defects or snags to your new home that need attention.
We will concern ourselves with the procedure for complaining about defects in your new home, as these are by far the most common complaint received by house builders.
|Do's and Don'ts when buying a new home|
|Types of new homes available|
|Buying an apartment|
|Advantages of buying a new home|
|Disadvantages of buying a new home|
|New home buying procedure|
|Questions to ask the builder|
|Regulations to protect buyers|
|Consumer Code For Home Builders|
|Never use housebuilder solicitors|
|Property title deeds|
|What to look for when buying a new home|
|Timber frame construction|
|When to buy a new home|
|Builder's optional extras|
|Buying in a recession|
|New home warranty|
|Buying an apartment|
|Considerations when buying a flat|
|New homes can be bad for your health|
|Why buyers avoid new homes|
|Consumer Code Dispute Resolution|
|Claiming Compensation - Adjudication Scheme|
|Tricks of the showhome|
|Sales advisors and sales centres|
|Timber frame new homes|
|Timber frame - what you need to know|
|Quality issues with timber frame homes|
|Fire and timber frame new homes|
|What the NHBC does|
|Online conveyancing quote|
|The cost of moving to a new home|
|Tips to sell your existing home|
|Health and safety|
|The site manager|
|Advice on renting a home|
|Air Source Heat Pumps|
|New stamp duty calculator|
|Scotland LBTT calculator|
|Removals and moving home|
|Packing and planning the move|
|Checklist for change of address|
|Choosing a mortgage|
|Avoiding mortgage refusal|
|Rules for new home mortgages|
|Help to Buy|
|How to save on home insurance|
|Home insurance policy conditions|
|Flood insurance claim|
|Renting do's and don'ts|
|Section 106 Agreements|
|Community Infrastructure Levy 2010|
|Snagging and Quality|
|Why do new homes have defects|
|DIY snagging your new home|
|SNAGGING DEFECT PHOTOGRAPHS|
|External DIY snaglist|
|Internal DIY snaglist|
|External snagging defect photo slideshow|
|Internal snagging defect photo slideshow|
|External snagging defects from new homes|
|Who are the best house builders|
|The worst house builders|
|Builder's end of year figures|
|Finding a new home|
|HBF customer satisfaction survey results|
|NHBC awards league table|
|Taylor Wimpey Homes|
|Taylor Wimpey on BBC Watchdog|
|New home customer satisfaction surveys|
|HBF New home survey results|
|HBF House builder star rating|
|After you move in|
|Complete our new home satisfaction survey|
|DIY and home improvement|
|Choosing a tradesman|
|When you find problems|
|How to complain|
|Making a Subject Access Request|
|Taking a builder to court|
|Regional Managing Director 1|
|Regional Managing Director 2|
|Executive Chairman 1|
|Executive Chairman final letter|
|NHBC warranty claim|
|Subject Access Request|
|New Home Blog|
|New Home News|