Customer care
Looking after you and your home
The handover of the keys to your new home marks the next chapter of your customer journey with Westpoint Homes.
Snagging Items
Following the handover, our Customer Care team will be your main point of contact in respect to any snagging items which may be identified at your property. Any items which you would like to be considered should be listed on the S1 Form (included in the Essential New Home Pack which you will receive on your handover date), in preparation for discussions at your Post-Handover meeting with our Customer Care Manager. At the Post-Handover meeting, which will take place approximately 2 to 3 days post-entry, our Customer Care Manager will review and agree the snagging issues which require to be addressed, and coordinate the relevant remedials on your behalf.
Whilst we work extremely hard to put right snagging items as soon as possible after your move-in date, this can depend on lead-in times for the delivery of materials, if we need to replace any items, and on the availability of our assisting subcontractors. However, please be assured that we will keep you updated with regard to any delay, should the necessity arise.
Customer Care will also arrange a 3-month post-date of entry meeting with you, and will revisit the support you will receive for the remainder of your 2-year warranty period with Westpoint Homes.
FEEDBACK
Approximately 3 months after your entry date, you will receive a participation link to an online survey from our Chairman, who would be very grateful for your assistance with taking time to complete, in order to help us more closely monitor our performance, recognise our successes and make any further improvements to our service.
Emergency call out numbers
The emergency call out numbers will be included with your Essential New Home pack for your reference. These numbers should only be used in emergency situations which occur outside our normal office hours (09:00 to 17:30, Monday to Thursday, and 09:00 to 17:00 on a Friday), or during public holidays or other Company closures.
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.
In compliance with the Building Regulations and NHBC technical and performance standards, we will fulfill all our obligations under the contract of sale between our clients and Westpoint Homes.
Within the first two years, Westpoint Homes will rectify any defects which may arise around workmanship or materials not considered to be of reasonable standard, as defined in the recognised National House Building Council (NHBC) standards.
All kitchen appliances are covered by a two-year manufacturer’s warranty. Clients should ensure that the relevant guarantee and service registration cards are completed, and sent directly to the manufacturer for processing. In the event that an issue may arise with an appliance, the client should contact the manufacturer for advice and assistance.
From years 3 to 10 following legal completion, all of Westpoint Homes properties have the added protection of the NHBC build-mark Warranty. This warranty protects clients in the unlikely event of a major defect arising in the structure of the property, the detailed terms of which are set out in the documentation supplied to you by your solicitor.
