New Build Problems? Help!

faded_innocence

Hi Everyone,

I am at the end of my rope!! My Husband and I moved into our property, built by Countryside Properties, back in April 2012 and discounting a few minor snagging issues we had a good first few months in the flat. I was excited as this was my first home, however in June 2012 we unfortunately discovered a leak in the bathroom that had caused damage to both the bathroom and our bedroom next door. We reported it to Countryside straight away, but to cut a long story short, it took them until the beginning of September to sort out the problem and get our flat back to normal. During the process their Customer Service department were completely unhelpful and disinterested in our problems, I was always chasing them with phone calls and emails just to see what was happening. I complained, but ultimately got nowhere.

In November 2012 we started getting water coming through the seal of our front door, I notified Countryside Properties and once again found myself chasing and chasing and chasing them to try and get the problem rectified. It is still not fixed. April this year, we’ve found ourselves in exactly the same situation as June 2012, another leak in our bathroom, our bedroom in a state and Countryside refusing to take responsibility for the problem. I’ve complained to the Customer Care Manager (Matthew Tarbun), the Head of Quality Control and Customer Care (Nigel Bacon) and the Divisional Managing Director (Tony Travers) but once again I find their so called ‘Customer Care’ completely lacking. In the latest letter from Mr Travers to me, he stated;


The problems you have experienced are of course very disappointing, as it is always our intention to produce a property which is free from any defects. In some instances however this does not prove to be the case.

I already know this not to be the case having spoken to many of our neighbours within the Fortuna Park development who have had a variety of problems within their own homes and found Countryside's Customer Care completely lacking, the same as I have.

They are refusing to replace even part of the wall that between the bathroom and bedroom even though plasterboard simply isn't designed to be in contact with that much water, all they want to do is paint over the stain that's there. They're also refusing to replace the wardrobes that have been damaged, or our bed that I have to continuously wash because of mould growth.

NHBC don't want to know and I am stuck as to where to turn. I spend my nights trawling Rightmove looking for a new home but knowing no one would even look at buying our property in the state its in.

Any help or advice would be greatly appreciated!

Furts

NNBC have to be involved and you must go through the Resolution Procedure in accordance with your NHBC warranty policy.

There is no point continuing with Countryside because they do not want to know. They have made this perfectly clear to you.

You must change tactics, adopt a different strategy and move forward. This is what Countryside are expecting. Their staff exist to p-ss you off and frustrate you, hoping that you will go away and sort out the problems for them.

In effect, by going to resolution you are doing this - you are getting NHBC to do Countryside's job and relieving the incompetent staff of a problem they cannot be bothered to tackle.

topofthepops

Yes, they take your money but when things go wrong they don't want to know. Have a look at two videos on YouTube. Simply brilliant! Type in Countryside Properties Garage and also Countryside Properties Company from Hell! and see for yourself They tell you everything you need to know about Countryside Properties. Would like to know how things turned out for you in the end?