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Welcome to the Client Solutions department!
Here at Progressive Home Warranty we have a new vision in our claims department. Along with a new vision came a new name, Client Solutions. We felt it was necessary to come up with a name to represent the new way of how we do business in the Claims department. The name Client solutions says alot. Instead of focusing on any problems that might arise in a builder/homeowner relationship, we focus on the solutions. In the event a claim arises we have a simple four step mind set:
*Listen to the customer's concerns
*Empathise with their situation
*Suggest a solution
*Get a plan in place, don't procrastinate, and take ACTION!
Here in Client Solutions we understand that the relationship between the Member Builder and Homeowner may be jeopardized during the first year. Therefore, it is our main goal to conciliate and settle all disputes in a timely fashion. |
While building a dream home for a client can be very exciting and rewarding, it can also at times become stressful for both parties. Furthermore, the conscious effort to satisfy every client allows the opportunity for your company to grow and gain a solid reputation. Here at PHW we want to make the experience of the homebuilder and homeowner as positive and as rewarding as possible.
To begin, it is very important to understand that during the first year following possession of the new home, there is a contractual relationship between the Builder and the Purchaser. Therefore, it is very important to complete the Completion Certification, with the new owner, THE DAY they move in to minimize confusion.
Proper completion of the Completion Certificate enables the Home Builder and the new owner to identify any PATENT defects. Patent defects are those which would be reasonably apparent upon inspection at the walk through. Repairs of these items are expected to be addressed in a timely fashion. In addition, throughout the first year, a home owner may identify any LATENT defects. Latent defects are those that would not have been apparent at the walk through and have occured after possession of the home, such as nail pops. Any latent defect issues noted during the first year should be reported directly to the Homebuilder by the Homeowner. Any issue not being resolved requires PHW to review the situation and take necessary action which begins the Conciliation Stage.
For more information, download our Managing the First Year brochure:
 Download Managing the First Year brochure |
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