Alstron Properties

[DIESEL]

Where to start?...

I purchased a flat back in December 2010. It was a new build, part of a local council infill scheme. There were a number of companies involved in the joint development, Alstron Properties, Maidenway Group and Carleton Estates (the builders).

I viewed the property a number of times and on the surface the flat appeared to be OK. The bathroom wasn't particularly good and not what you'd expect of a new build, cheaply done, poor quality and generally badly fitted, however, I assumed it was purely cosmetic and something I could sort out in time with the money I saved from the purchase. Another thing to point out here is that both ground floor flats were given wider doorways and handrails in the bathrooms for disabled/elderly people (not sure if this is a requirement with all new ground floor flats or something the council insisted on). I made an offer on the flat on the agreement that the handrails in the bathroom were removed and the bathroom retiled. This was agreed and contracted into the sale.

I viewed the property again, the day before signing the contract, to inspect the work and it hadn't been done. On the day of signing the contract my solicitor received confirmation that the work had been done that morning and I signed the contract or risk loosing money for not completing on the agreed date.

The same day I collected the keys and went to flat. The work in the bathroom was appalling. They'd replaced the bathroom tiles with completely different tiles that were badly fitted, chipped and broken. The bathroom was left in a complete mess!

This was the first problem... next...

Because the flat had been unoccupied for a while and we'd just had heavy snowfall in Dec 2010, I thought it wise to whack the heating on and warm the place up a bit. I turned up the heating on and instantly there was a strange smell emitting from the large heater that sits in the bay window in the front room. I assumed it was because it was new heating system and would soon subside. Of course it didn't, it got slowly worse and I couldn't figure out what was making the smell or if it was dangerous! I kept the heating off for a few days.

I decided to compile a list of snags and areas of concern (fairly standard procedure right?). There were a few other small items which needed addressing such as missing section of drainpipe, broken fuse box, kitchen tap that wouldn't tighten, kitchen sink that wasn't fitted correctly, heavy condensation on the patio doors that needed vents and really minor things that were fairly easy to put right... or so I thought.

I sent my snagging list to a lady at Maidenway Group, who I was told was my contact with the landlord. My letter was met with outrage, as if snagging lists were unheard of! After much emailing backwards and forwards I decided to take some photos of the problems and at last, they agreed to come and fit the vents, repair the fuse box and add the section of drainpipe.

To cut a long story short, it took 2 failed attempts to fit a wooden door to the fuse box (GCSE woodwork) before I decided to do it myself, 4 months to get the vents fitted, the kitchen tap is still broken, the drainpipe is still missing and has now made a mess of the patio, the radiator smell was caused by non heat resistant paint which has now turned brown in patches, the bathroom is a right-off and to add to the problems the sink completely detached itself from the wall. I have to shower/wash at the gym most mornings.

There is also now a more pressing issue with the noise within the property caused by badly fitted flooring on the first floor and insufficient sound insulation between the upstairs WC and my bedroom. The noise of even light footfall and creaking floorboards is horrific! The upstairs bathroom is directly above my bedroom with waste ducts running down inside the wall my room. I get woken up every morning, (including weekends) at about 5am by running water, flushing toilet and other unpleasant noises associated with bathrooms (leave that to your imagination). You can hear every single noise from phones ringing, washing machines, hoovers, general conversation as if they were all happening in the same room as me.

I've had no help from building control or environmental health. Each of the 3 companies involved in the build, Alstron Properties, Maidenway Group and Carleton Estates have all agreed to rectify things on separate occasions but have all failed to deliver. Alstron actually came to visit the property with an independent builder and agreed a plan of rectification but then disappeared on an urgent job in Cornwall and wouldn't answer calls or emails until, coincidentally, the Freehold was sold! This means they will no longer take any responsibility.

I have filed a claim to Zurich in an effort to get something done about the noise but this requires me getting sound tests redone at my expense. Money I don’t have.

Carleton Estates, who hold the building certificate are doing everything possible to be as awkward as possible in an effort to avoid doing any repair work. Even when agreed to a meeting by Zurich, the head honcho Mohammed Shabir has failed to arrive at the flat and instead sent a workman offsite who speaks no English making it impossible to discuss outstanding problems.

Never ever involve yourself with the aforementioned companies. They have taken my money (money left to me by my Grandma when she died) and scarpered!! I have been spoken to rudely, lied to and threatened! I’m at a complete loss.

[NewHomeExpert]

This is the problem with smaller builders. They dont have a reputation to lose.
Your builder, not the Freeholder is required to fix all problems under your new home warranty. Send copies of all your efforst to Zurich and let them get on with it for you.

[DIESEL]

I have sent everything to Zurich but they haven't really done a great deal. I think they only cover the structural stuff and not the snagging...

[NewHomeExpert]

I have sent everything to Zurich but they haven't really done a great deal. I think they only cover the structural stuff and not the snagging...

YOU ARE WRONG! The warranty is for ten years. The first two years the builder has to fix everything. If he fails to do this then the warranty provider will have to arrange for any defects to be rectified.
Years 3 to 10 are for structural defects that you mentioned.

Zurich must act if your builder fails to. As long as you notitfy both Zurich and the house builder before the two yaers are up of all defects that need attention then they are recorded and will get fixed under the warranty.

Zurich are not brilliant but they must act.
You can always get your solicitor to send them a letter!

[DIESEL]

Thanks for the info.
I rung Zurich today but my claims handler was on another call and hasn't rung back yet.

Unfortunately my solicitors firm has recently merged with the sellers which means there is now a conflict of interest and she can't act on my behalf... just to complicate matters further!

Last night I discovered the bathroom sink is once again coming detached from the wall again (its supposed to have been fixed once already) and the kitchen tap is broken leaving only the bath in which to wash myself and the dirty dishes!

Its an absolute joke!

I think I might to employ a snagging inspector but I'm going to struggle to afford it.

[NewHomeExpert]

These defects are relatively easy to fix.
Next step would be to suggest to both builder and Zurich that unless thye send someone in ten days you will hire a plumber and send them the bill!

[DIESEL]

Yeah, most of the snags are fairly easy to fix. This is why I'm amazed it's taken so long. Unfortunately new locks for the patio doors aren't so easy and in order to solve the noise problem I will have to pay for sound tests to be redone and then contest these with Building Control. If I prove the db levels aren't within regs it may mean taking up the floor of the flat above which won't bode well with my neighbour. It needs sorting though because it has a huge effect on the value of the property.

[NewHomeExpert]

God luck with it and keep on at them.
The key with these issues is not to give up!
As housebuilders say "The squeaky wheel gets the oil."

[DIESEL]

So, following my claim to Zurich, still no action from the builder. Zurich have appointed loss adjusters who have carried out a survey on the property confirming the items I listed. The builder was present at the time of the survey (arrived unannounced on the day which didn't go down well!) and again promised to carry out the minor snagging repairs and the more serious items covered by the 2 year developers warranty once he received the report from the surveyor.

Report from the loss adjuster sent to Zurich, the builder and myself... no action from the builder other than filing a complaint against the loss adjuster for being bias.

All of the items that come under the insurance policy carry a £114 excess plus I have to pay £650 for the sound tests to be redone in order for Zurich to purse my claim against noisy ceiling joists.

Having handed over a considerable sum of money for the property itself, I am struggling to find funds to get the repairs done. I get very little sleep which effecting my performance at work and stress-levels are through the roof! Not to mention increasingly poor relationship with my neighbour!

It's been over a year now since I bought the property and the developer was made aware of these issues within weeks of me moving in.

The builder to avoid!
Mr Mohammed Shabir
Carleton Developments
Romford
Essex

Any ideas where to go next? I have arranged to see a solicitor next week and am trying to get a meeting with the Council who initially appointed the developer as the property was part of an infill scheme.

Absolutely disgusted at how i've been treated having spent so much money.

[NewHomeExpert]

Having gone this far your only course of action now is through the courts which unfortunately could be protracted and even if you win, what is to stop you "builder" ceasing trading. Is he is a limited company.

You could pay for the sound tests but Zurich and/or the builder should carry these out and only if the home pass the test should you have to pay.

It looks like despite the many moans about the NHBC they are much better than Zurich, who should be sorting this out for you, not making you ill by their apparent inaction.

Perhaps you may be better off (health wise) selling up and moving on?