Distressed SA Home loan client

Norkem Park Ext 1 Kempton Park

Complaint regarding non-service from SA Home Loans insurance of damaged/leaking roof:Bond#

The above mentioned subject bears matter on the below. We purchased property in the above neighborhood mid 2022.The property was registered on the 14 July 2022.Prior to making an offer to purchase the only obvious defects we noticed were the broken window in the bathroom plus the broken door in the master bedroom.Besides these two ,no other damages or defects were visible nor were disclosed to us by the previous owners as well as the estate agent.Moreover the home evaluators from SA Home loans did not indicate any sort of major damages that would have an impact on the sale of the house or which I deem as vital information to disclose .

In November after a heavy rainstorm a stain mark was noticed in the dining area ceiling,one of the bedrooms as well as the garage.It was around this time where we noticed that the roof might be leaking.

A call was logged on the 15 November 2022 with Sa home loan insurance ref ***.A service provider came ans assessed the roof and indicated they will provide feedback to the insurance who will then provide feedback to us.

On the 5th December after another rainstorm the kitchen ceiling was dripping and a second claim was logged ref num ***,whilst feedback from the 1st claim still outstanding.

Numerous follow ups were made with SA Home loans insurance and no feedback had been recieved till the 9th of January 2023 after I called requesting a follow-up on my claims. We were told that there is no damage to the roof and will only receive R1600 to paint stains on the ceiling after paying R750 access fee and the rest of the costs thereof will be incurred to us in light of the above.We deem it unfair that SA home loans insurance did not provide with timeous feedback as we were the ones who had to continously follow-up with them.Not mentioning the constant worry with our valuables every time we experience a heavy rain.

Painting over the ceiling is not a viable and effective solution,as the service provider who came to assess the roof had indicated that the structure of the roof was not built in a suitable manner moreover the ceiling/roofing shows that it has not been maintained well.

Considering that we had only been occupying the house for a period of less than 5 months ,the maintenance of the roof according to us should not be held against us,as this indicates fault from previous owners.

The no disclosure of damages/defects from the previous owners,the estate agent as well as home evaluators should also be taken into consideration.

In view of this we request that SA Home loans insurance covers the full refurbishment of the roof which may include labour as well as material.But our complain has landed on deaf ears.