Important information for owners

We will acknowledge receipt of any new defect requests within the 3-month defect period and report these to the builder if they meet the Standards and Tolerances criteria. Once your defect has been addressed, we will confirm this with you via the myFrasersProperty app.

The Defect Process

1. You must log all defect requests via your myFrasers Property.
2. The Builder and/or Care Team will review the item(s) with photo/video from app request and will coordinate an inspection if required.
3. The Builder (and/ or their subcontractor) will respond to any critical repair(s) within 1 to 2 Business Days of receiving your request.
4. The Builder will periodically attend site to attend to non-critical repair(s) subject to their subcontractor’s availability. Otherwise, any non-critical repair(s) will be attended to by the Builder (and/ or their subcontractor) once we reach the end of the Three-month Maintenance Period.

Please note: The Builder (or their subcontractor) will contact you directly to coordinate an appointment for access. You must provide reasonable access to your property for the Builder or their subcontractor to attend to repair(s) within the hours of 8am to 6pm, Monday to Friday, unless another time is agreed between the resident and subcontractor. Please note we must allow our Builder partner the opportunity to rectify any agreed defects.

If you have any concerns in relation to the works completed, please contact your Care Consultant

Critical repairs for emergency or safety reasons

‘Critical repairs for emergency or safety reasons’ are urgent repairs which must be undertaken to keep individuals safe within their home, to prevent injury, property damage or damage to goods, or for urgent repair to an essential service.

Urgent repair examples include:

• burst water service
• serious roof leak
• dangerous electrical fault
• flooding or serious flood damage
• serious storm or fire damage
• any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure

After 3 months period

Your Customer Care Relationship Manager will be managing all defects request post 3 months period. Please don’t hesitate to contact them, should you have any concerns regarding a request raised for your property.

All defects must be logged via the myFrasersProperty App. For any open requests, the builder will continue to work on them, and your Customer Care Relationship Manager is available should you need to discuss further.

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