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Author Topic: Using the words "within tolerance" to account for defective/lazy workmanship  (Read 10036 times)

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firsttimebuyer

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Below are the photos of my brand new Persimmon house that I reserved in April of this year.
As you can see, the front window is not flush with the lintel, and my drive has a most unusual detail - half level and half sloping.
The third photo is to show how level the drives are on the block right next to mine.

I have not yet exchanged contracts (thank God) and went to see the site manager with my concerns.
I was told everything is fine as it is "within tolerance". He said he was not prepared to do anything with the drive and would stick some extra beading on the front of the window to take your eye away from it!

To cut a long story short, I went to see the sales rep after the site manager's appalling response and said I was not prepared to go ahead with the sale unless both things were corrected properly as in my eyes they were clearly defective.
The sales rep said she would speak to the site manager and get back to me. She rang a couple of hours later and said they weren't prepared to rectify anything, she didn't think it was 'that bad' (!) and if I wanted to pull out they would give me all my money back!

Not the resolution I was hoping for - I'm absolutely astounded at their response!

Where should I go from here?


New Home Expert

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I've said it before and I'll say it again, Persimmon are a truly dreadful housebuilder.
They are rated just three stars for customer satisfaction and I think you now know why!

The attitude you experienced is typical, not only of Persimmon where it is apparently endemic, but most of the industry itself.

My advice is to pull out. Especially as Persimmon have stated that you can walk away without it costing you a penny. I hope you have that is writing!

Your home has definitely not been built with care. The window should be taken out and repositioned so it lines up with the lintel and has an equal set back from the brickwork. Adding cover beadings is just another bodge to disguise the original bad workmanship.

When a builder tells your "its within tolerance" he may be referring to the NHBC guidance book "A consistent approach to finishes"  In my view, either its right or it is wrong! 
"A consistent approach to failure" would be more accurate!
In the casec of the window, the tolerances are for being 'out of plumb' and 'out of level', none are for 'out of line' which is the case here, so the site manager doesn't know what he is talking about!

Looking at the brickwork in the other photos, it looks like there has been other remedial works as the bricks and mortar do not match the original work. The front path looks all over the place, sloping one way then the other when it should be flat with the doorway. The car park could have been laid with just one cross fall with a kerb upstand at the footpath.
New Home Blog - New Home Expert is committed to providing help and advice for people having issues with their new homes and difficulties with house builders as well as helping potential buyers reduce the risk of possible problems if they do buy.


firsttimebuyer

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Many thanks for your advice NHE - I have taken note and pulled out.
I also now have an email from Persimmon stating they will give me back everything that I have paid so far...

In the meantime I have been to look at a Barratt House just a couple of miles down the road.

The house is actually finished and ready to move into but has not been sold yet. Should this make me suspicious? I've had a look around it and the quality seems much better but unfortunately all the kitchen units and tiling have been done so I can't make any choices. I'm sure I can get over that though - all the windows are level and so is the drive lol ;o)

The not so good news however is that this house is £27,000 more than the other one.
I have asked about a discount as I'm a FTB and potentially can move very quickly if needs be, but the most they will give me is £5,000 off the asking price and my stamp duty paid (which is £1,000 I think).

Do you think this is a reasonable deal or dare I go back to them and ask for more?

I will also have to carpet the place myself as they said it was too late for them to order the carpets.

New Home Expert

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First of all you need to read the advice on this page of my website:
The do's and don't when buying a new home.

The two most important things are NEVER use the housebuilder's solicitor and have the home professionally snagged and inspected before you legally complete.

As for price, you should check selling prices on Rightmove and Zoopla for other homes in that area.
Barratt and other house builders always have room for a discount or deal, especially at their financial half-year and year-end. But Barratt's is 31 December and 30 June.

I would be very suspicious this house is 100% finished yet has no buyer. Ask sales why? 
It could be that the buyer pulled out at the last minute.
It could be that it is a plot no one wants (except you!) meaning you will have trouble to sell it when the time comes. Perhaps it faces the wrong way, has social housing next door or nearby, or is overlooked, no garage etc etc.

Be ware that sales staff have been known to lie through their teeth to get a reservation and their commission.  Make sure you get everything they say audio recorded or in writing.

Too late to order carpets?  That's a new one on me. Question why its too late?
Do they expect you to come back with the cash in a bag and move in in a few days? 
You will have at least 28 days before you exchange contracts then you have to legally complete, although both could be done on the same day. So there is plenty of time for carpets!
But you would be better getting your own carpets as builder's carpets are always rubbish quality, especially when thrown in for 'free' on a deal.

You need to be very careful you don't get carried away with this. Ask lots of questions. Make an informed decision. But be mindful that as this home is ready to move in someone else may beat you to it too and Barratt may also suggest this when being firm over further discounts.

Having said all that Barratt are one of the better housebuilders for quality and customer service, but that's not to say you won't have any problems with either your home or with them.
They aren't necessarily "good", just that the others are so terribly much worse!
New Home Blog - New Home Expert is committed to providing help and advice for people having issues with their new homes and difficulties with house builders as well as helping potential buyers reduce the risk of possible problems if they do buy.