What we do and how we’ve helped our clients
We’re proud to have worked with many leading housebuilders across the UK, providing a variety of advice, customer care and support services. So to showcase the wide range of support we’ve given throughout the years, below we’ve showcased some of our proudest achievements.
In addition to this, we’ve explained the positive impact we’ve had for these housebuilders and the potential issues we’ve helped our clients avoid in the long term.
Client issues we’ve resolved
Whether it’s small or large housebuilders, our existing ‘members’ or one off exercises we always confirm and discuss what our clients need first to ensure we find the best methods for rectification.
Here are a few examples:
A newbuild low-rise block of flats that had issues with condensation and mould
We monitored the environment for a week internally and established when there was low heat and high humidity at specific times of the day. Then, using thermal imaging we determined the integrity of the building's thermal envelope.
From this we created a report for the developer that showed the time of day when these issues were occuring due to high humidity and the lowering of the dew point due to inadequate heating.
Mould growth on the window reveals in a newbuild house
Our investigation confirmed the environment was dry and warm, but the issue was coming from the fact the windows were set forward from the wall cavity, closer in deep reveals and fixed to the outer leaf - causing a thermal bridge. We got this resolved via the installation of insulating lining paper to the reveals.
A developer served with notice to recover costs after Defects Period by the New Homes Warranty provider, for the rebuilding of chimneys to nine new build properties
The costs here were above £50,000. We first identified that the problem was that the chimneys were decorative only and then clarified that a key issue at play was de-bonded render. The warranty policy had specific exclusions for this, so we prepared the response and soon got confirmation the claim had been handled and accepted.
Widespread render issues on an estate of new build properties
We prepared a schedule for the plots with defects with our recommendations for their remedial works. We also identified the plots where these issues were only affecting them aesthetically but were within published tolerances.
Flanking sound transmission in new flats
For this client we had to confirm the overall Building Control process, review the test results they had received and provide a report for them confirming the properties’ compliance with Building Regulations and their warranty requirements.
Assessing floor and wall finishes
A newbuild homeowner contacted us insisting their floor and wall finishes were not within NHBC tolerances. We used laser measurement to assess this and produced a report for them which revealed that one area was indeed confirmed as out of the required tolerance.
Properties built into hillside with damp and degrading of finishes at lower ground floors
An initial investigation confirmed the water ingress was not from leaking drains or - as first believed by Developer - a condensation issue. So we then reviewed the waterproofing design to check for BS 8102 compliance to find it was actually compliant.
So then, via the use of a borescope and dyes, we determined the issue was a leak from above and not through the waterproofing. This then led us to find that a capping layer to the waterproofing was being punctured by the utility installation, which coupled with the creation of localised perching, was leading to water ingress.
Two high-value, luxury barn conversions suffering suspected water ingress through a re-covered stone flag roof
Initially, staining to the finishes on the ceiling which followed the pitch of the roof were being seen. We investigated this and identified it as a condensation issue. This was because no Vapour Control Layer was present, there was poor insulation installation, complete reliance on the breather membrane, workmanship issues and stagnant cold air present during periods of the year.
So we identified a way of implementing ventilation between each rafter centre and from each ridge to the eaves, all without spoiling the aesthetic. What’s more, our recommendations created a sufficient air flow to significantly reduce any condensation to a level where it didn’t damage the finishes.
Thermal survey analysis requested, after customer care staff and the builder could not understand the new homeowners issue.
We first identified that the report from the homeowner’s surveyor was incorrect, they were not an official thermographer and had not in any case followed the right procedure for such a report, leading to the confusion.
As a gesture of goodwill, we did a basic thermal survey in an area of particular concern and this identified missing insulation to a sloping section of the roof and below a floor over a garage. This was then easily rectified at reasonable cost and helped to restore the homeowner’s faith in that housebuilder.
Leaking elevation despite many repairs, re-render and window re-fitting
Water was pouring into a room below a window above where the GF footprint extended and beyond the FF. We determined that the issue was a missing cavity tray and a poorly fitting window system, combined with an exposed south-facing elevation in an area of severe exposure to wind and driven rain.
Our recommended rectification for this included creating proper reveals for the window, slightly reducing the aperture for the window and installing a cavity tray below.
What would have happened if we hadn’t supported these customers?
With the above - and also many other clients - what we have found is that the initial problems people have, often come from the fact the issue wasn’t initially dealt with properly by Site Management. These problems also typically get passed to customer care who also don’t know what to do, which invariably sees them then send maintenance or tradespeople who don’t fully understand the issue either. So you can see how these things can escalate and ultimately not get resolved.
Essentially what we try to do is advise on the issue as early as we can and explain clearly what needs to be done. This then ensures that matters are managed and not escalated beyond the control of the builder or developer and then onto an Insurer/Ombudsman.
When these problems are left for extended periods, it only compounds the situation. One example of this we saw had been going on for five years and had seen six attempts at fixing water ingress. As you might expect, the homeowner lost their patience and went via the legal route and also had warranty involved. The costs here escalated quickly and this could have been avoided. Thankfully with our involvement we did find a mutually acceptable solution that cost far less in the end. What’s more, we advised the builder on what action to undertake, helping avoid even higher insurance costs.
Common issues we encounter
The use of non-third party accredited products, finishes and accessories.
Render finishes with poor application, lack of design and consideration of exposure/weather conditions.
Understanding changes to Building Regulations and requirements for competency at all levels of construction, not just over 18m in height.
Challenges with additional responsibility and changes to warranty requirements and length of cover,
Understanding changes to the Defective Premises Act – this in particular opens up issues to any problem considered to affect the ongoing use of the property.
Understanding periods of liability (now also retrospective).
The theoretical cost savings we have made
Although there’s no general rule of thumb on how much we save our clients, it can often be thousands, if not tens of thousands of pounds.
Equally, it can be the case that by having us confirm the issue and give our recommendations, it can cost a lot to rectify them. However, at least a solution is found and undertaken correctly which can cost less in the long run.
A summary of the benefits of using our services
What we see time and time again is poor communication between customers and staff, particularly regarding follow ups and keeping customers updated.
In addition to this - and what often makes things worse - is when the people that have been trusted to repair or deal with issues don’t understand the wider problems and compliance guidelines. It’s this combination that ultimately costs more money, frustrates the homeowner and leads to a damaged reputation for a housebuilder.
The bottom line is that this situation is something that we help our clients avoid.
Find out how we can help you
Here at Consult 44 Ltd we want to work with you to support your customer service team, not replace it.
New obligations under the Consumer Code for New Homes and the New Homes Quality Code require a robust customer service experience with reasonable response times and obligations to provide resolutions to defects. With this, we can act as an independent ‘Surveyor’ to investigate and suggest compliant solutions where matters have hit an internal roadblock.
Whether it’s via desktop review or on-site investigation and reporting, our experience in Building Regulations and Warranty Technical Requirements and access to related Codes and Standards means we can investigate most issues from finishes to water ingress, condensation and minor structural issues.