aftercare
management

How we manage snags, defects and complaints once a new build has been sold.

A dedicated Aftercare team

Our Aftercare team are experts in managing the defect liability period for new builds. The team has managed defects for thousands of new home customers in recent years and has a track record for high customer satisfaction.

A dedicated Aftercare team

Our Aftercare team are experts in managing the defect liability period for new builds. The team has managed defects for thousands of new home customers in recent years and has a track record for high customer satisfaction.

What we offer

Defect management software: we log and track the resolution of the defect throughout the defect liability period. The system we use allows us to communicate with customers and contractors promptly and efficiently. 

Home demonstrations: ensuring the customer has all the information they need to settle well into their new home.

Complaint management: for when things don't go to plan. We will be on hand to manage customer expectations and get the best outcome possible.

End of Defect Inspections and sign off: we check the customer has received the defect and query outcomes required within their defect liability period, and report any defects identified.

National House-Building Council (NHBC) claims and complex issues: managed by our experienced surveyors who deliver successful contractor, NHBC and other warranty claim outcomes with a proven track record.  

Protecting the value of your asset

We are experienced in managing contractors and enforcing the contract to get the best outcome for you, and your customers.

Engagement with contractors: once instructed under the contract, our experts will arrange a meeting with the main contractor’s Aftercare team to agree the defect report process, discuss reporting and frequency of reports.

Monitoring of performance: regular meetings to track performance and agree resolution in instances of disagreement.

Established escalation procedures and cost recovery: it is important that the escalation stages are clear and completed within the agreed priority time limits and in line with the contract.

Site visits where required: if we need to inspect a defect first hand, we will go to site to gather the required evidence.

Out of hours emergency protocol: providing a 24/7 contact center.

Housekeeping and backlog management: in the event of SO Resi Aftercare being instructed on a scheme mid-way through the defect liability period, a thorough housekeeping exercise will be undertaken to establish which works remain open.

Monitoring and tracking defects

Trends analysis: ability to break down defect type/sub type, to inform lessons learnt, specification on future schemes and standard of handover.  

Key performance indicators: average resolved on time, number of overdue, defects per unit. 

Who is performing: compare contractor performance across sites, broken down by different performance metrics mentioned above 

Oversight: ability to track end-of-defect inspections and confirmation when resolved. 

Transition: property handover at end of defect liability period to ensure smooth handover from our team to the Managing Agent/long term asset management.  

Regular reporting: at a frequency of your choosing.