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AFTER SALES & CUSTOMER CARE PROCEDURE

The issue of after sales and customer care are as important to Knight Developments as the design and construction.  We strive to ensure that you are entirely satisfied with your new home and that it gives you many years of enjoyment. 

Our procedure for introducing a new resident to their new home and ensuring any initial problems are resolved with the minimum of fuss is something the company ensures each of its team is familiar with. Our aim is to ensure that the property is in first class condition when you take possession and that any queries you have are dealt with promptly and efficiently.

The Managing Director of Knight Developments personally monitors problems encountered by our purchasers.  A fortnightly meeting specifically addresses this as part of its agenda, and thereby ensures that quality control is an on-going and continually improving aspect of the company's service.

Knight Developments Ltd is registered with the NHBC and offers a 10yr warranty on each new property.

The NHBC, together with similar organisations, has signed up to the Consumer Code for Home Builders Scheme, which came into operation on  1st April 2010.  It only covers complaints arising and made in writing to the Home Builder within two years from the start date of the Home warranty Cover.  Should a dispute arise with the Builder concerning construction issues, these must be put in writing to the Builder and if a resolution fails to be achieved you may then wish to take the matter to the NHBC. 

If the complaint falls outside the Home Warranty Body's (NHBC) dispute resolution scheme, you may wish to refer your complaint to the independent Disputes Resolution Scheme provider.  Full details of this procedure are contained within the Consumer Code for Home Builders literature, which is available in the marketing suite of the development and is also provided at reservation. Further information may also be obtained on the website www.consumercodeforhomebuilders.com or from the NHBC at www.nhbc.co.uk

CUSTOMER CARE PROCEDURE

• Every home receives at least two inspections prior to you taking up residence, including the pre-completion inspection which you will have been invited to attend, to ensure that any 'snagging' can be done speedily by the site team. 

  On completion of your purchase and handover re-inspection, a member of our team will have demonstrated the appliances and equipment and provided you with the relevant appliance manuals and guarantee cards.  A full and easily understood user guide is provided within this handover pack.

• If we are not on site and in the event of an emergency, such as a serious leakage, please refer to the attached list of emergency telephone numbers.
• Two weeks after you move in our Site Manager will give you a courtesy call to ensure all is well with your new home. Please keep a note of any minor items which may arise and hand a copy of the list to the Site Manager for rectification at that time.  These will be dealt with as a priority by the Site Manager and his team. 
• During the first month of occupation should any faults become apparent they should be reported to the Site Manager and any necessary work will be actioned.
• Thereafter, in the unlikely event of any faults occurring or remaining outstanding after the first month of occupation, they are handled by the Contracts Manager via the Customer Care Department.   These should be advised IN WRITING to our Kelvedon office marked 'For the attention of Andrew Knights, Construction Manager'.   Where appropriate, a further inspection will be arranged and remedial work carried out with the minimum of inconvenience to yourself.
• All appointments to inspect and carry out any maintenance works will be made at mutually convenient times within normal working hours, and we would ask you to please help us by ensuring that access to your property is available during normal working hours to carry out any maintenance works.
• Modern building methods and materials reduce the incidence of shrinkage cracks, however some will still occur as they are part of the normal drying out process. Normal shrinkage cracks are not deemed to be a defect and we expect purchasers to deal with minor cracks themselves in the routine course of decorating.  However, if you are worried or need advice, please do not hesitate to ask.
• Your NHBC documents advise as to what is/is not covered.