AFTERCARE
WHAT IS A DEFECT?
Defects are aspects of a building that are not performing adequately for their intended use. Defects may occur because of: design deficiencies, product or material deficiencies, poor specification. Items such as damage, chips, scratches, scuffs are not considered as defects and will only be honoured if they were raised on your Pre Completion Snagging Inspection.
It is obviously impossible to predict the nature or type of defects that may occur, however, we will respond to any reasonable customer requests and rectify genuine defects within the time periods specified. Please bear in mind what constitutes a defect, as costs may be incurred for abortive or unnecessary call-outs.
HOW TO REPORT A DEFECT?
After you have moved into your property you will be invited to your clixifix® “Residents Portal” Click on the link in the email we sent to you. Simply create a password & login. (see full guidance notes here.).
EMERGENCY CONTACT DETAILS:
Emergencies (8am – 6pm mon - fri) - Plumlife: 0161 447 5050
Out of hours emergencies
(after 6pm – 8am working days/weekends/bank holidays) 0300 123 1966
Our team are committed to delivering excellence through every step of your homebuying journey & beyond.
The service does not end when we hand you over your keys.
1.
After you have moved into your property you will be invited to your clixifix®
“Residents Portal”
Click on the link in the email we sent to you.
Simply create a password & login.
2.
When you login, you will be able to view a variety of information relating to your new home.
In the unlikely event you need to report a problem within your home, simply create a ‘New Ticket’ and fill in the body with as much detail as possible. You can also include both imagery or video evidence if you wish.
3.
Our dedicated customer care team will receive a notification that you have raised a ticket & will communicate with you via clixifix®. If we need to send a contractor to your home, you can follow the progress including any appointments that have been made to visit you.
DEFECTS
There are some issues which the homeowner will need to deal with directly:
- Loss of water, electricity or gas supply – first check with the supplier that there has been no interruption to the service.
- Gas smell – report immediately to Transco or British Gas on 0800 111 999.
- Blocked toilet and or drains – please use a domestic drain unblocking solution or contact a local drainage company direct.
RESPONSE TIMESCALES
If you have checked the user manuals and troubleshooting guides and are still experiencing a problem please find contact information below. (Please note abortive call out costs may be charged if the problem reported is deemed a non-defect).
EMERGENCIES (EXPECTED TIMESCALE WITHIN 24 HOURS)
Situations where there may be potential or actual danger to homeowner:
- Collapsing or dangerous structures.
- Gas leaks, serious electrical faults, fire hazards.
- Uncontainable leaks.
STANDARD (WITHIN 30 CALENDAR DAYS)
- Electrical repairs.
- Water leaks.
- Plumbing repairs.
- Minor repairs.
- Dripping tap.
- Windows catching/stiff.