After sales
Once the deed to your property has been formalized, we request that within a maximum period of fifteen days and, in any case, before moving furniture or any alterations carried out by personnel from outside the developer or the construction company, you inform us in writing of any possible incidents, according to the procedure established in the Welcome Pack, indicating at least 5 days in advance the date on which the move or alteration is scheduled to be carried out.
In this regard, it is important to remember that once the removal or renovation has been carried out, claims concerning damage to finishes such as knocks, cracks or scratches on walls, floors, carpentry elements and kitchen furniture will not be admitted, with the exception of those that could be classified as hidden defects.
Once the customer has sent the incident report to the after-sales service, the external after-sales manager will contact the customer within 24 hours of receipt to schedule a visit to the home to review the reported incidents.
The external after-sales manager will review the incidents reported by the client in the house, sifting them into appropriate or not appropriate. He will inform the client in due time and will transfer to the construction company the incidences admitted to the process of rectification for the execution of the opportune works. Once the incidences have been corrected, the construction company will provide a work report with the client’s conformity or, failing that, evidence of the execution of the corrective works.
The external after-sales manager will collect the work reports or evidence of correction provided by the construction company in order to close the incidents and the after-sales file of the property. Those incidents that may arise during the three-year warranty period, related to possible hidden construction defects must be documented in the client’s communication so that the after-sales team can transfer them to the responsible agents, construction management, construction company for their analysis and or repair if necessary.
To communicate to the after-sales service any possible incidents, customers will have to send an email to the attention of the technical after-sales department to the email address of their promotion, which will be detailed in the Welcome Pack.
In the communications, in order to be able to attend in the most agile and precise way any possible incident, we kindly ask you to provide us with, at least, the following information:
- Purchasing customer’s name
- Telephone and email contact
- Date of deed of sale
- Complete address of the property
- List of all the incidences, detailed in each one of them: situation inside the property and the description of this one.
Once the communication is received, our after-sales service will contact customers within a maximum of five (5) working days.
The computation of the warranty periods established in the Law on Building Management will start from the date on which the Act of reception of the work is signed.
The Welcome pack that will be delivered to you on the day you sign the deed to your home includes the Document of guarantees and after-sales service, where you will be informed of the guarantees available for your home, the channels and conditions for activating your after-sales service. In addition, an Incident Report is also included where you can list any aesthetic or functional incidents detected in the construction of the building, which you must inform us of within 15 days of the date of the deed to your home. This communication will activate the visit of your after-sales manager to your home in order to review this report in the same state in which your home was delivered, and always before moving and/or possible reforms, to avoid that damages could be caused by third parties whose responsibility of correction would not correspond to the Promoter. For this reason, if you wish to make alterations, we recommend that you communicate this through the channel provided for contacting the AFTER-SALES service beforehand.
At the moment of the delivery of the house, it does not have any supply. They will have to proceed to the contracting of their supplies once their property has been deeded.
On the day of the formalization of the deed, we will deliver your Welcome pack, in which you will find the necessary information and documentation so that you can proceed with the contracting of supplies, start up, use and maintain your home correctly.
The agent responsible for the commissioning of the Residencial is the Administrator, who is responsible for the contracting of electricity and water supplies for the common services, as well as managing the contracting of regulatory maintenance services for the community installations, such as the elevator, the fire protection installation, solar installation, lightning rods, pressure groups, and preventive maintenance of installations such as drainage pumps in the basement, garage doors, telecommunications, etc., which guarantee the conservation of the building in good condition. As well as to guard and register the documentation, delivered by the Promoter, related to the construction, and recommendations of use and maintenance, in addition to insurances and guarantees that this one counts on.
- The most relevant documents and information that the Developer delivers to the Property Manager are:
- Building book
- Ten-year insurance
- Energy Efficiency Certificate
- Bylaws of the Community of Owners
- Documentation required for the contracting of Common Services supplies
The most relevant documents and information included in the Welcome pack of your home are:
- Housing use and maintenance manual
- As-built house plans
- Warranty and after-sales service document
- Incident report
- Supply Contracting Manual
- Necessary documentation for contracting electricity supply for your home
- Documentation required for contracting water supply for your home
- Documentation required for the contracting of gas supply for your home (If applicable)
- Energy Efficiency Certificate
- Certificate of occupancy ( if applicable)
- First Occupancy License
- Letter of introduction from the property manager
