Showing posts from April 22, 2012

Blog update

I will be out of action for about a week so no updates to the blog until next Tuesday (or thereabouts) unless, of course, life gets exciting again.

Fletcher EQR - Customer Complaints Policy

Fletcher/EQR have also put their Customer Complaints Policy on the website. Dated the 10th of April 2012, it is a short statement of the principles involved.

At this stage it lacks detail on aspects that may become very important at the time e.g. if the complaint relates to quality of materials, choice of technology or method, or workmanship, will work stop on the house until the complaint is resolved?

If the answer is no, then a couple of days activity may hide the evidence, or have allowed work to progress so far that there is widespread reluctance to undo what has been done and start again.

The customer's right to seek independent advice or assistance (see below) may also run into the same problems of continued activity hiding the problem or progressing beyond some point of economic no-return. The customer may be faced by aggressive opposition by sub-contractors (or sub-sub-contractors) outside EQR's direct control. How will this be handled if EQR have no direct …

Fletcher/EQR - Customer services statement

Fletcher/EQR have placed a Customer Services Statement on their website. The document, dated the 10th of April 2012, outlines the policy of the company with regard to the repairs they will be responsible for, on behalf of EQC.

The gist of the one page document is:
What you can expect from Fletcher EQR:
Project management of high quality repairs, undertaken by independent contractors, who have completed our accreditation process;Quality assurance to ensure works and materials meet required standards;Compliance with the building codes and consenting requirements, and obtaining code compliance certificates for the work where applicable; Programming contractors, consultants and other procurement to complete repairs in a timely fashion;Paying contractors, suppliers and consultants on behalf of EQC;Screen contractors and suppliers to ensure quality standards can be met;Obtain expert advice, where required, from engineers, architects, designers and other consultants;Provide the opportu…