Customer care
Looking after you and your home
The handover of the keys to your new home marks the next chapter of your customer care journey with Westpoint.
Snagging Items
For 28 days following the handover of your new home, our Site Manager will be your main point of contact in respect of any snagging items which may be identified at your property. Any items which you would like considered should be listed on the S1 Form, which will accompany the Essential New Home pack sent to you on your handover date. In line with the NHBC’s ‘Settling into your new home’ guide, the Form should be completed in advance of, and for discussion at, your Post-Handover meeting with our Site Manager. At this meeting, which will take place approximately 7 days post-entry, our Site Manager will review and agree the snagging issues which require to be addressed, and coordinate on your behalf as appropriate.
We work extremely hard to put right snagging items within 28 days of your move-in date, however, this can depend on delivery dates for materials, if we need to replace any items, and on the availability of our contractors. Please be assured that we will keep you updated with regard to any delay, should the necessity arise.
Following the 28-day period, our Customer Care Manager and Site Manager will meet with you to discuss the continued management of any outstanding snagging items by the Customer Care team, who will assist you for the remainder of your 2-year warranty period with Westpoint.
FEEDBACK
Approximately three months after your entry date, you will receive a client questionnaire directly from our Chairman. Our Chairman would be very grateful if you would please take some time to complete the form, which helps us closely monitor our performance, recognise our successes and make any further improvements to our service.
Emergency call out numbers
For your ease of reference, the emergency call out numbers can be found in your Essential New Home pack. 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.
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.
