Customer care
Looking after you and your home
Now you have the keys to your new home, the next chapter of customer care begins.
Snagging items
You may notice some minor issues that you think we should be made aware of. A snagging list is a record of the things that you would like us to put right for you. The snagging list should be compiled after checking your NHBC ‘Settling into your home’ booklet, and its contents are agreed between us.
At the handover of your home, your customer care manager will have explained the snagging process. Together, we will record the snagging items on the S1 Form.
“We work extremely hard to put these snagging items right within 7-14 days of your move-in date. However, this can depend on delivery dates if we need to replace any items.”
Within a few days of moving in, we will send you a copy of your S1 Form. We’ll also send a copy of your handover certificate and the ‘keys received’ sign-off sheet for your property.
Feedback
Within four weeks of your entry date you will receive a client questionnaire directly from our Chairman. We appreciate that you may be very busy, but we would kindly ask that you take a few minutes to complete this. We hugely value your feedback – it helps us maintain our high quality standards, and continually improve the service we provide.
Outstanding works
If there are any outstanding works, your customer care manager will take personal charge of the process, and make sure the relevant contractors treat your works as a priority.
Finally, 12 months after your entry date you will receive a letter from our customer care manager. This invites you to list any defective items that you wish us to consider under the NHBC 10 Year Warranty. If agreed, these works will be carried out at a time that suits you. We will need access to your home to carry out the work and will make every effort to avoid unnecessary inconvenience.
Emergency call out numbers
You’ll find emergency call out numbers in your handover pack. These numbers should only be used in genuine emergencies that happen outside of normal office hours – including weekends and bank holidays. This applies for the first two years in your new home.
What is considered an emergency?
- Plumbing and drainage – any situation that threatens flooding or internal water damage to your property.
- Heating – breakdown of your primary heating system, which means you have no heating or hot water to your property.
- Electricity – any sudden and complete breakdown of the electricity supply to your home.
We will fulfill all our obligations to our customers under the contract of sale between you and Westpoint Homes in compliance with the Building Regulations and NHBC technical and performance standards.
Within the first two years Westpoint Homes will rectify any defects arising from poor workmanship or materials, as defined by reference to the recognised National House Building Council (NHBC) standards.
All kitchen appliances are covered by a two year manufacturers warranty (customers must ensure that they complete the relevant guarantee and service registration cards and send them directly to the manufacturer). Should you have any problems with your appliances they will be dealt with directly with the manufacturer who will be happy to assist you.
From years 3-10 following completion, all of Westpoint Homes properties have the added protection of the NHBC build-mark Warranty. This protects clients against the unlikely event of a major defect arising in the structure of the property. (The detailed terms of these warranties are set out within the documentation supplied to you by your solicitor)
