The day you move in and the weeks that follow are a very important part of the support we can give you. As you get to know your new home, you might notice things that you’re not sure about. That’s why we keep in touch as you settle in so we can make sure every last detail is just right.
What to expect after you move in
1
Completion day
Your Site Manager and Sales Executive will make sure you have all the information you need about your new home, and details of who to contact in case of an emergency or if you have a query.
2
Visit from a member of the site team
Your Site Team will pop by 48 hours after you’ve moved in to book in a visit over the next few weeks.
3
Courtesy visit from the site manager
Within 2 weeks of completion, your Site Manager will visit again to make sure you’re happy with everything. It would be helpful to have already made a note of anything that needs attention, so they can log the details on the courtesy visit paperwork.
4
Courtesy call from your sales executive
Around 4 weeks after completion, your Sales Executive will call to make sure you’re settling into your new home.
5
Customer care welcome
6 weeks after legal completion, a member of our Customer Care Team will call you to introduce themselves and discuss the support they can offer.
6
Courtesy visit certificate
When all remedial works have been addressed and you’re happy that your Site Manager has closed down all your concerns, we’ll ask you to sign the courtesy visit certificate. This certificate will be sent to the Customer Care Team and you will receive a welcome email from them advising they will now be your point of contact for the remaining two years of your warranty period.
7
Customer surveys
You will receive at both 8 weeks and 9 months after completion, a National New Homes Survey directly from your warranty provider.
8
Courtesy Call From Customer Care
After 7 months, Customer Care will call/email you to see if there is any support they can offer.
Wain Homes 2-year warranty
From the date you complete, the first two years of your warranty are covered directly by Wain Homes. This covers everything we’ve supplied, including kitchen units, sanitaryware, carpets and fitted furniture. If you have any problems during this time because of faulty workmanship or materials, we’ll get it sorted.
Some examples of things you’re covered for
- Heat pump or boiler (we look after your heat pump or boiler for two years providing it has been serviced 12 months after you have legally completed on your new home).
- Leaks to plumbing fittings
- Electrical problems
- Leaking gutters
- Windows and doors
- Appliances such as ovens and hobs are covered under the manufacturers’ 2 years warranty, so please contact them directly to report a fault.
Some examples of things you’re not covered for
- Any alterations to the original works within your home which you carry out yourself after legal completion. This includes, structural, cosmetic, water and electrical installations such as changing light fittings, sockets and switches
- Storm damage to any fences or roof tiling are not covered unless the damage is a result of defective materials or workmanship to a recently occupied home
- Blocked drains caused by inappropriate disposal of waste
- Any cosmetic scratches, chips or marks to surfaces, work tops, sanitaryware and glass that are not recorded on the key release form or reported at the 14 day courtesy visit
- Problems caused through natural shrinkage, condensation or mould growth
- Heat pump or boiler breakdown if not properly maintained or serviced and includes the pressure dropping
- Damage caused to fixtures and fittings through improper use and lack of maintenance
- Pest infestation
- Frozen pipes
- Radiators are not covered unless there is a manufacturer’s defect up to 6 months.
- Carpet damage due to local conditions, including muddy roads, construction traffic and dust are to be expected when living on a brand new development.
Need some help?
Reach out to our sales team they will be able to help