The Customer Service Journey

A FEW DAYS POST-COMPLETION

Normally, a handover will take place on a Friday. Then, on the following Monday morning, your Customer Care Coordinator will contact you by phone and/or email. The Customer Care Coordinator will take over from your Sales Adviser and be a regular point of contact. Your Customer Care Coordinator will be on hand to answer any questions.

Plus, the Customer Care Coordinator will be responsible for making arrangements to resolve any warranted defects in your new home and ensure maintenance requirements are met.

7 DAYS POST-COMPLETION

After 7 days, we will contact you to see how you are settling into your new home.

We will update you on previously reported items and take note of any new ‘living items’ you may have noticed in the property.” 

Examples of which are:

• Internal doors requiring trimmed after floor coverings have been laid

• Internal doors not latching

• Taps dripping or toilet flush running

Examples of items we do not accept at this stage are:

• Paintwork (shrinkage 2mm and above will be dealt with at the twelve-month maintenance stage)

• Dents/marks/scratches to any surfaces, glass, sanitary ware or walls etc.

• Repairs/paintwork to skirting boards, if the flooring has been fitted by your own contractor

• External items such as chipped slabs or steps

• Landscaping – topsoil and turf (if applicable) to be maintained from the date of handover

28 DAYS POST-COMPLETION

After 28 days, we will contact you by phone and/or email and, at this point, routine maintenance items should now be complete.

35 DAYS POST-COMPLETION

After 35 days, you will receive an electronic customer survey. We value your feedback and so we encourage you to complete this survey.

12 MONTH MAINTENANCE PERIOD

Approximately 11 months after Handover, we will contact you by phone and/or email so you can report any outstanding items before the 12 month mark.

When we receive your report, your Customer Care Coordinator will arrange for an inspection of these items and afterwards ensure all warranted defects are resolved.

Warranted defects, during this period, are defined as faults in materials and workmanship; excluding anything that is considered as a normal feature of the drying-out period or wear and tear.

If Scotia Homes is required to carry out maintenance in your home then please ensure our Maintenance Team has easy access to the relevant parts of your home. Ensure you move, or cover, any personal items and furniture to prevent breakage or damage.

All new homes go through a drying-out period, therefore you may notice some effects such as popped nails and shrinkage cracking.

These items are all perfectly normal for a newly built property and are not classed as defects, however if you experience excessive effectsof the drying-out period in your home then Scotia Homes will remedy these at the end of the 12 Month Maintenance Period. Where necessary to carry out remedial work then we will redecorate the affected areas; but cannot redecorate whole walls or ceilings.