Customer Care Guide
Delivering outstanding after-sales service for new build homeowners — from handover to warranty management.
About This Resource
A comprehensive customer care guide for developers: why customer care matters (HBF star ratings, Consumer Code requirements, reputation impact, referral business), pre-completion home demonstration process (heating, ventilation, appliances, smart systems, documentation), defect reporting systems (digital systems, response timeframes, categorisation, SLA targets), the two-year builder warranty period (obligations, seasonal defect types, planned maintenance visits at 3/6/12 months), snagging management (professional vs homeowner lists, severity categorisation, tracking, sign-off), customer communication framework (tone, complaint handling: acknowledge/investigate/resolve/follow-up, difficult customers, social media), and measuring success (HBF 8-week survey, Net Promoter Score, defect resolution times).
What's Included
- HBF star rating guidance
- Home demonstration process
- Defect reporting systems
- Complaint handling framework
- Success measurement KPIs
Who Is This For?
New build developers seeking to improve their after-sales service, achieve 5-star HBF ratings, and reduce warranty claims through proactive customer care.