"Quality is never an accident. It is always the result of high intention, sincere effort, intelligent direction and skillful execution"
John Ruskin. 1819-1900 (Victorian Art Critic, Draughtsman, Social Thinker & Philanthropist)
Protection during the Construction Phase
Before the sale of a new home completes, home buyers may be asked to pay a contract deposit to the developer and Q can make Deposit Protection Cover available as part of The Q Policy.
Under their commitment to the Consumer Code for New Homes, developers are required to make buyers of their new homes aware of the measures in place to protect any pre-payments or deposit monies which the buyer pays to the developer. This protection will either be in the form of insurance cover under Section One of The Q Policy or through confirmation from the developer that the contract deposit is held in a client account designed for holding client monies (or other such monies).
The purpose of this process is to protect contract deposits in the event that the developer / builder is unable to complete the new home due to fraud, insolvency, bankruptcy or liquidation. If Section One of The Q Policy is included in the cover, a separate Deposit Protection Insurance Certificate will be issued to the policyholder.
If the developer has not included cover under Section One of The Q Policy, contract deposits will normally be recoverable from the account where they are held, in liaison with solicitors or legal representatives.
Customer Service Guarantee Period - Two Years following Completion
Many new home warranties require anyone selling a new home to administer, address and remedy any problems in a new home in the first two years after purchase. We think that the best way to offer an outstanding customer experience is for Q to oversee the Customer Service Guarantee Period direct from day one, so Q will liaise with the developer / builder to ensure any valid defects are adequately assessed, rectified and monitored.
In the first 6 months following completion of the purchase of a new home, we encourage homeowners to formally provide Q and the developer / builder with a Snagging List, so that any defects in the new home can be formally addressed as soon as possible with least disruption to the homeowner and in a fully co-ordinated manner with the developer / builder.
Structural Insurance Period
Following the Customer Service Guarantee Period, up to ten years from commencement, any Damage which is discovered by the Homeowner is claimed for direct from Q and where these are valid claims, will be rectified directly by Q.
Consumer Code for New Homes
Purchasing a New Home is a significant expense for most consumers and there are many different factors which purchasers consider including location, design and suitability as well as price and reputation of the Developer.
All Developers registered with Q are automatically required to be members of the Consumer Code for New Homes, which has been established to ensure that best practice is followed by Developers in respect of the marketing and selling of New Homes and sets expected standards for after sales customer service.
It has been developed to be of maximum benefit to consumers and its ultimate aim is to provide a genuine commitment to consumers to improving standards of construction and raising customer service standards in the New Homes market, recognising that part of that commitment is providing consumers with a voice and a clear complaints process when things simply don’t go according to plan when they buy a New Home.
Mediation and dispute resolution are inherent in Q's whole approach to providing structural defects policies, since Q can oversee claims you may have from day one of your insurance policy cover. Q believes that this approach will normally help to avoid disputes between homeowners and developers / builders, ensuring that any valid issues are dealt with effectively and efficiently.
However we do recognise that there may be times when formal disputes can arise outside of the normal process and, in these situations, Q can formally help to resolve such disputes relating to a developer or builder's responsibilities under Section 2 of The Q Insurance Policy Wording, through our Mediation Process ensuring a fair and transparent process for all parties
Find out more about our Mediation Process in this Policy Guidance Note: Customer Service Guarantee Period - Making a Claim and Mediation Process.
For disputes which are covered by the Consumer Code for New Homes, consumer have access to the low-cost, speedy Independent Dispute Resolution Service provided by the Centre for Effective Dispute Resolution.
To find out more about The Q Policy for Residential Properties, you can download our Housebuilder Guide.
Q – the mark of quality
Q provides a vastly enhanced on-site Risk Management Process compared with any other warranty provider. Q’s team of technical experts inspects each new home a minimum of 8* times at key stages of the build process, to make sure that the build is in compliance with The Q Technical Requirements and the UK Building Regulations.
* The number of inspections carried out will depend on the size and complexity of the new home but for all projects registered with Q before works commenced, will always be a minimum of 8 times
To discuss your project, please don't hesitate to contact us at:
T: 0333 577 2800
Under The Q Policy, underwriters only insure new homes which are built and sold by companies registered with Q. This means Q has “health” checked these companies when they registered and subsequently on an annual basis.
Q operates design & construction guidance and mandatory Technical Requirements for all elements of build in conjunction with current Building Regulations, British/European Building Standards and good building practice.