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Cosmopolitan – When do we fix faults and what are our warranties to you?

There are 3 opportunities for our clients to have faults at their homes repaired:

1)       Ticksheet (Faults on Key Handover)2)       After 3 Months Occupation (Retention)3)       Remedial  1) TICKSHEET  Also known as the SNAG LIST. When you receive your house keys, your hand over specialist does a fault check with you. All faults are noted on the tick sheet. Serious faults (e.g. no electricity, no hot water) are classed as Emergencies. These will be attended within 72 hours. Less serious faults (e.g. hairline cracks, chipped tile) will be attended after 3 months.  2) AFTER 3 MONTHS OCCUPATION REPAIRSAlso known as RETENTION WORKS.  When you have been in your house for three months, we arrange to come to your house to fix all outstanding faults. We use this interval to allow sufficient time for faults to be identified. As you live in the house you will spot/experience small snags (e.g. cracks, loose window latches, cracked tile, etc.). All these type of faults are NON warranty items. We repair these items at this stage as a once-off. Thereafter these type of faults become home owner responsibility. This is in accordance with NHBRC regulations.  3) REMEDIAL REPAIRS We will repair very specific faults that can be attributed to bad product or bad workmanship (e.g. excessive settlement cracks; peeling paint, roof leak appearing at the SAME place after previous repair etc.) Upon receiving a complaint which may fall in this category - we instruct an inspector to inspect the problem. He will do a formal report to either confirm the repair as our responsibility or decline the repair, referring the repair back to the homeowner as his/her responsibility. Remedial repairs are often confused with universally accepted Home Owner maintenance (upkeep of wear and tear, natural aging and breakage by nature etc.). Should we decline a repair which is not acceptable to our client, our client has final recourse to approach the NHBRC for the final say in such instances. WARRANTY FOR WORKMANSHIP AND ITEMS We provide a ONE YEAR warranty on the following: ·         Stove ·         Geyser·         Roof Leaks·         Electrical Repairs·         Plumbing Repairs (Blocked drains are not PLUMBING. We only assist with blocked drains within the first month of move in. Blocked drains thereafter are usually blockage on the main water/sewer line and must be reported by you to your local council or items have been disposed by the homeowner into the plumbing works that are not suitable e.g. disposable nappy) Faults experienced with warranty items are classed as Fault in Warranty, also being Emergency fault should it be a serious problem. These you can report throughout the year for as to attend the repairs. STRUCTURAL CRACKS You have a 5 year warranty for such cracks. Secured by your NHBRC certificate.Hairline and Settlement cracks have NO warranty (see our pamphlet regards minor cracks)

CRACKS
 Hairline & Settlement Cracks

Cracks are not part of the 1 year warranty, but are homeowner's maintenance from the start. 

All new houses will crack for up to two/three years while the house settles into an established structure. 

Once your house is established, you will still have the odd cracks appearing, as the house will always be affected by external factors (expansion & contraction due to extreme temperatures, soil conditions)

Hairline and settlement cracks are to be repaired by yourself. Our contractors do repair the cracks visible (when they come to do your formal “after your 3 month move in” repair works). This is an extra service to our clients since they are already at your home.  Thereafter we do not assist with crack repair.

However if you have an unsightly or concerning crack please send us photos so that we evaluate and if needs be, attend repairs. We use the width of a R5 coin usually to make the call if a crack is serious enough to investigate further. Meaning if the crack is a 'slot size" which a R5 fits through we will attend. Please send photos if you are in doubt
                                                                                                                Recurring Cracks: 

In many instances, after repairs, cracks will reappear at the same place. The places where cracks appear is where the building works may be most affected by fluctuating temperatures causing expansion and contraction, soil conditions etc., while the house becomes an established structure. 

While we do assist to repair cracks on our retention works (after 3 months occupied repairs works), should they reappear, you will have to repair as this is a homeowner’s maintenance responsibility. 

If the reappearing cracks are particularly large/unsightly we will require photos in order to get authorization to have the cracks inspected by our quality control.

I hope the above information gives clarity to processes and peace of mind.

Should you still feel you have problems with your house falling within our responsibilty, please reach us through our client service line as displayed on our website.

Kind regards
Isalina Barreto