Leapords Rest Bad Service

Dear Client

Our log details for easy reference: 4591 A

Transaction Status: House Construction Status 52 %

Summary & Corrective Action : I have spoken to your husband yesterday. At this time there is no delay on the construction of your house. I will correct the sales personal going forward - we give no time limit for construction. We can only anticipate a time line of events due to processes.

Too many external factors determine the delivery on a house. I do apologize for the confusion, I understand that you may have been incorrectly informed it is 8 months from receiving your bond approval.

It is, in fact, on a house of your size (126m2) about 8 months from start of actual construction and not from all the initial admin, attorney and bank processes.

Please appreciate that our clients have requested and deserve quality above speed of delivery. Likely you will live in your house for many years. I expect you would not want fast bad workmanship. We try to balance the need to get our clients into their homes as soon as possible with good product. A house is a process and not a product coming of a factory line.

We heard our clients call for better quality. We have put in place, several improvements in our building processes to exceed the accepted standard required in our industry.

However these processes do take longer. Specific improvements are the mixing of mortar, curing period for solidity and settling of construction structure. This all before we can begin the interior, plumbing and electrical requirements. Once your house is complete it will go through four quality inspections by the various specialists: Structure inspection, Plumbing & Water Inspection, Electrical Inspection and complete product inspection. We cannot bypass these aspects. just to deliver the house faster. However we do not willfully delay any house, our clients would be dissatisfied and we would not received our payment which we require.

I believe you were not given the facts correct on your house. They are as follows:

• Your transaction finance was approved 31 Jan
• You signed the legal documents with attorneys 1 March
• Your house plan was submitted to council 14 March
• Your plan was approved by council 18 April
• Your house can then only be put into the construction programme and was started 26 April
• Electricity was connected to your stand 25 July by council
• Water was connected 8 August by council

The water and electric connectivity is paid for when we submit our plan, however we can only request once the structure is quite far. Council inspects that there is in fact a structure and then installs the water and electric services. This is a council requirement to avoid theft of water and power. Until these installations are in place our construction will slow as we need this for plumbing and electrical installations from our side.

Your house is a 126 m2 structure, in just under 4 months your house is 52% complete. It is in good turnaround for excellent quality and time line completion.

Closure: We recognise your frustration and that your planning has been compromised, but we must keep you best interest at heart and consider you get the best we can offer for your 20 year investment.

Kind regards

Isalina Barreto

Manager: Client Liaison & Brand Management

Tel: ***