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At Bowey we aim to stand out from the crowd as the homebuilder who really cares about its customers.
This is not just a marketing slogan; it's a genuine commitment backed by a wide
range of initiatives intended to identify problems, improve service and provide all our homebuyers
with complete assurance.
These initiatives include:
- extensive and on-going staff training.
- specialist customer care software, enabling us to identify unsatisfactory contractors and repetitive defects.
- the employment of a quality inspector to check each house for defects before completion.
- Quality Action Teams - a cross-section of employees who identify possible solutions to repetitive problems.
- an independent survey of our customers, to compare our results with other builders and highlight potential problems early on.
And we have several key procedures in place to drive up quality and deal with any problems more efficiently. These include:
- A call from a customer care co-ordinator to iron out any problems after completion.
- A '7-day' check, which invites customers to inspect their house after they have moved in and report any defects to us within 7 days.
We aim to repair faults within the following 14 days, including any reasonable damage caused by removal companies.
- A service visit 8-12 weeks after completion to check for basic problems such as doors not catching, baths needing adjustment, etc.
Our research shows that failure to meet the 'fully complete' criteria is the single biggest cause of customer dissatisfaction.
So our primary target is to deliver a fully complete home, on the date agreed, to a quality which meets customer expectations.
All our customers also receive a Homefile, which guides them through the homebuying process from initial viewing to moving in and beyond.
Contents include:
- Reservation: choosing and acquiring your Bowey Home
- Preparing to Move: a legal and logistical guide.
- When You've Moved: warranty schedules and a complete repair response table giving estimated times for specific problems.
- Understanding and Caring for Your New Home: locating meters and stop cocks, explaining the effects of expansion and contraction etc.
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