After Care, Warranty & Maintenance
We’re committed to ensuring your new home is perfect, and our service is here to address any minor issues that may arise as your home settles.
What to Expect During After Care
As your new home settles over the first three months, you might notice minor issues like hairline cracks in the cornice or the need for cabinetry adjustments. Record any issues you encounter during this period. Two weeks before the end of your 3-month After Care period, we will reach out to remind you to share your list of concerns. Once we receive your list, our team will coordinate the necessary tradespeople to get everything sorted.
After Care assessment
After we’ve received your service requests via our online form we will review your list and any photos you have submitted. We will then be in contact to discuss our plan to action the items. This requires coordinating with the right trades to attend to your home. In some cases, we may arrange for tradespeople to contact you directly to schedule times to suit you. Once the work is completed you’ll receive a follow up from us typically about two weeks later, to check your satisfaction with the work completed and provide updates on any outstanding items. Once all work is done, we’ll confirm that you’re happy with everything before we sign off your After Care.
Warranty Coverage
Your new home is protected against structural damage by a statutory Builder’s Warranty for a period of five years. In addition, Rivergum partners with leading building suppliers, ensuring that the high-quality inclusions in your home come with their own manufacturer’s warranties.
How to use the Product Warranty Guide
Your home contains products from various suppliers, each with its own manufacturer’s product warranty. Please review your documents to understand which products have been used in your home and then use the easy reference guide to the majority of our suppliers.
To obtain the full warranty terms and conditions for a product in your home, please refer to the documents we provided at handover, but don’t worry if you have lost these. All you need to do is contact the supplier directly to receive any documents that may have been misplaced. If you need to make a warranty claim, simply review the manufacturer’s warranty, check that your claim is within the warranty period, and contact the relevant manufacturer directly.
If you can’t find your product or supplier in the guide. Please fill in the enquiry form at the bottom of the page.
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Practical completion is an exciting milestone—this is when your after care and warranty period officially begins! It means all work has been completed according to your contract, including plans, specifications, and legal requirements. Your after care period lasts for three months.
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After practical completion, your Site Manager will reach out to schedule a walkthrough inspection of your new home. This is your opportunity to spot any minor issues or things that need fixing before handover. The inspection usually takes 2-3 hours, to ensure you have enough time to go by room by room with your Site Manager. We then aim to have all items identified addressed within a 2-week period.
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Once any walkthrough items are resolved and final payments are complete, it’s time for the exciting handover! Your Site Manager will walk you through your beautiful new home, sharing helpful tips on everything from electrical systems to pest control. You’ll also receive a handover pack containing all the important documents for your home, along with all the keys. We’ll make sure you feel confident, informed, and ready to enjoy your new Rivergum home.
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Over the 3 months after handover, we’ll ask you to record any issues you notice as your home settles. About two weeks before your after care period ends, we’ll remind you to complete your online form. We’ll then assess and coordinate any needed work to ensure everything is in perfect order. Once everything is final and complete, we’ll check in to confirm we’ve met your expectations. Your Rivergum home is now yours to enjoy and make your own.
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Once your after care period ends, your warranty and service with our suppliers and manufacturers continue. If you need to make a warranty claim, simply find the product warranty documents given to you at handover, check that your claim is within the warranty period, and see our Supplier and Manufacturer List to contact the relevant company directly. If you can’t find your supplier or product in the guide, just fill in the enquiry form at the bottom of this page, and we’ll help you track it down. We’re here to help!