"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)
Dispute Resolution Service
Dispute Resolution is inherent in Q's whole approach to providing Structural Defects policies, since we can deal with any claims the Homeowner may have from day one of their policy cover anyway. We believe this will normally help to avoid disputes between Homeowners and Developers or 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 Q can formally help to resolve such disputes relating to a Developer or Builder's responsibilities under Section 2 of The Q Policy, ensuring a fair and transparent process for all parties.
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. Each New Home is inspected a minimum of 8* times during the lifetime of its construction, at key stages of the build process, to make sure that the build is in compliance with The Q Technical Standards and Building Regulations in force at the time.
* The number of inspections we carry out will depend on the size and complexity of the New Home but it will always be a minimum of 8 times!
To discuss your project, please don't hesitate to contact us at:
T: 0333 577 2800
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.
And at Q, we think that the best way to offer Homeowners an outstanding customer experience is for us to oversee the Customer Service Guarantee Period direct from Day One, and we will then liaise with the Developer / Builder to ensure any valid Defects or Damage are adequately assessed, rectified and monitored.
In the first 6 months of cover (what we call the Snagging Period), we encourage Homeowners to formally provide Q with their Snagging List, so that we can make sure that if there are any Defects or Damage with the New Home, they 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.
Q only insures New Homes which are sold and built by companies registered with us. This means we have “health” checked these companies when they registered with us and subsequently on an annual basis, by reviewing product history, personnel, working methodologies, financial health, credit scoring, insurance standing and health & safety standards.
Q operates guidance and mandatory Requirements provided as our Technical Standards for all elements of build in conjunction with current Building Regulations, British/European Building Standards and good building practice. With full access to our Technical Standards as well as advice available from our surveyors, we ensure that our Developers, Builders and their professional advisors have enough information to ensure the design complies with the Q Requirements.
Protection during the Construction Phase
As part of The Q Policy, we also offer additional Deposit Protection Cover which provides Homeowners with insurance cover when they make a deposit under Contract on a New Home, against the possibility of the Developer being unable to complete the New Home, due to fraud, insolvency, bankruptcy or liquidation.
When Contracts are exchanged on a New Home, it is possible to take out this additional part of the policy to provide cover from the moment a deposit is made under Contract to the Developer until the date of legal completion of the New Home purchase, providing insurance for up to a full refund of the deposit (within the financial limitations of the Policy).
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.
Find out more about the Consumer Code for New Homes.