Summary
Relevant sections of the New Homes Quality Code
Part 1: Selling a new Home
Part 3: After-sales, complaints and the NHOS
Investigation Outcome
Complaint not upheld.
Recommendations for developers
- To help customers make informed choices, provide clear information about product characteristics and maintenance requirements during the selection process.
- Implement full after-sales support that includes timely investigations and clear communication to address complaints fairly.
Issue
The customer complained that when they moved into the property, they noticed that a mastic bead had been applied around the perimeter of the Amtico flooring. This was a surprise as they had researched the product and had not expected mastic to be used, especially given that it was not recommended by the manufacturer. When the customer raised this with the developer, they were told that this was standard practice on all homes where Amtico was laid. However, the customer was concerned that at no point during the purchase of the flooring was it made clear that mastic would be applied.
Circumstances
- The customer completed a pre-reservation checklist confirming that they understood the process of ordering, paying for optional extras, and choosing standard finishes. They had not chosen any optional extras when reservation occurred.
- Sometime after reservation, the customer chose Amtico flooring for parts of their home, at a cost of nearly £11,000.
- The customer was surprised to see the mastic beading when they moved in; they were not aware that the flooring would be finished in this way, and they consider that it should have been made clear in writing that there would be a mastic finish when choosing Amtico flooring as an extra.
- Amtico do not apply a mastic bead to flooring in any residential installations as it is not required. The customer feels that the mastic makes the overall flooring finish look cheap and it is difficult to keep clean. They would like the mastic bead removed with any resulting gaps being remedied.
Ombudsman’s decision
The Ombudsman reviewed the evidence available and found that the developer had not provided complete information about the flooring options available to the customer. It should have been clear that white mastic would be applied to the flooring when the customer made their choices.
The developer did not make information available to the customer to explain their approach; the specification does not seem to support their standard practices. Further, the flooring is an expensive item for the customer to buy and the finish of the item they have purchased should be clear.
Learnings
- Developers must make sure that the content of any sales material relating to the new home is not misleading. If the developer had always intended to apply mastic beading, this should have been clearly communicated at the point of sale.
- Developers should recognise when they are at fault and take responsibility for putting right any issues or problems as part of good after-sales service.
