28 days to fix maintenance issues ... hmmm

[NiceNeighbour]

Last Monday 8th Dec I called Taylor Wimpey Customer Service to report problems with the shower trays in both en suite rooms.

The nice lady took my number and said she would have the site manager call me to set up a time to come over to have a look. No one called but two guys came by on Thursday. They examined first shower and said all five legs had collapsed ... something wrong with the threads and they never seen this before. The second ensuite is fine - even though they are worrisome creaks. These shower trays are plastic and the cheapest ones  (suggestion: offer an option for better quality ones). The fault tray cannot be used, else could break the drainage pipes leading to ... you know what.

Tray cannot be repaired so they said that a wooden frame need to be constructed under it. No word on when this can/would be done.

Called again this morning 16th Dec. Spoke with the nice lady again and asked when it could be fixed as I have house guests this weekend and we'll need all the showers. Can't be knocking on their bedroom door and saying "can I use your shower please?".

She asked me for my number (second time in 8 days, apparently numbers are not recorded) and said that she would have the site manager call me. I pointed out that she said that last week too, to which she responded that I should be aware that non-urgent repairs - such as this one - takes up to 28 days. Therefore I assume that the telephone call can come any time up to 28 days too! I'm sure it's somewhere in the fine print somewhere ...

Taylor Wimpey Waverley prides itself on reaping awards for customer service. For me, the quality of customer service is how well the company responds when the customer has a problem.

From my perspective, the quality of customer service is not the same as I got form the sales team when purchasing the house.

Oh, well, I guess Santa won't be stopping by Taylor Wimpey this Christmas

Oh, I should say that both Mark and Gary - the usual site managers - are on sick leave. I wish them a speedy recovery. I am sure if they were here, the problem would have been sorted by now.

Terry

[nicro]

My shower pan creaked at first and that was because a couple of legs wasn't screwed down correctly ,
I've said this before to someone , you can't wait for site to call you you have to phone Mark direct or go and see him, I'm not defending anyone but theres loads more houses to deal with than last year so stuff may take a little bit longer , why can't they replace the shower pan?

[bish]

The TW site (and adjacent huge earth mound) is causing problems with flooding in my rear garden when it rains. I have spoken to TW about this several times now over the last 6 weeks, still nothing done. I'm about to lose my rag with it, next time it rains.

[NiceNeighbour]

The temporary site manager called yesterday and the joiner came by this morning and fixed the problem.

Nicro ... appreciate what you're saying about how busy site managers are however that is why they get paid the big bucks as project managers. They're supposed to have systems in place to deal with the work load.

If Mark or Gary were onsite, I would have asked them directly but no sign. Learnt that Mark is re-assigned to another site. Gary is on sick leave until next year and Wayne is holding the fort until then.

[nicro]

How did they fix it by the way?
I've heard Mark has been given some time off and he's back after Christmas .......I hope so because even though he doesn't smile much he gets things done , what's temporary SM like?

[klb8916]

We had a issue today and I rang the site office and someone was up with half a hour. We've been in over 20 months now so haven't really had much experience with the customer service team as we've just gone to the site team. When we moved in there was only 6 others in so am sure it different now theres many more people to deal with.

Overall I'm really happy. I work in property management so deal with contractors most days and there are much worse out there.

[cassie]

Dec 16, 2014 12:10:08 GMT nicro said:

My shower pan creaked at first and that was because a couple of legs wasn't screwed down correctly ,
I've said this before to someone , you can't wait for site to call you you have to phone Mark direct or go and see him, I'm not defending anyone but theres loads more houses to deal with than last year so stuff may take a little bit longer , why can't they replace the shower pan?

Our bath creaks. I wasn’t worried too much about it, wondering now whether I should get it checked out!

The shower in the en-suite isn't very powerful (something we plan to change next year), therefore we tend to use the shower we had as an extra over the bath.

[nicro]

We had a power shower fitted in old house and it was brilliant nothing was better only problem was if you stayed in there for more than 5 mins you'd empty hot water tank , so me and the wife had to stagger our shower times.
With this one it's not as powerful BUT and noticed its a big BUT , I can go in straight after my missus and not worry about emptying tank and that's a big plus . What everyone has to remember about these homes is they are built to be Eco, meaning your water pressure will have been turned down so you don't use as much water , my outdoor tap pressure is shit but I'm not gonna have anyone turn it up as I use water from water butt instead , saving water means saving money

[NiceNeighbour]

What exactly has this got to do with cheap plastic shower trays?

Dec 19, 2014 16:08:22 GMT nicro said:

We had a power shower fitted in old house and it was brilliant nothing was better only problem was if you stayed in there for more than 5 mins you'd empty hot water tank , so me and the wife had to stagger our shower times.
With this one it's not as powerful BUT and noticed its a big BUT , I can go in straight after my missus and not worry about emptying tank and that's a big plus . What everyone has to remember about these homes is they are built to be Eco, meaning your water pressure will have been turned down so you don't use as much water , my outdoor tap pressure is shit but I'm not gonna have anyone turn it up as I use water from water butt instead , saving water means saving money

[davsur]

Dec 19, 2014 14:27:49 GMT cassie said:

Dec 16, 2014 12:10:08 GMT nicro said:

My shower pan creaked at first and that was because a couple of legs wasn't screwed down correctly ,
I've said this before to someone , you can't wait for site to call you you have to phone Mark direct or go and see him, I'm not defending anyone but theres loads more houses to deal with than last year so stuff may take a little bit longer , why can't they replace the shower pan?

Our bath creaks. I wasn’t worried too much about it, wondering now whether I should get it checked out!

The shower in the en-suite isn't very powerful (something we plan to change next year), therefore we tend to use the shower we had as an extra over the bath.

I would say the thread went off course when Cassie advised they were going to install a new shower next year and Nicro provided an insight into the benefits of a power shower.
I think 90% of threads have an element of this guys.