How should a home builder handle warranty requests from homeowners
A homeowner calls about a problem. The agent finds the job and the responsible sub, sends it with photos, books the visit and confirms it's fixed.
- Reach it by
- Phone
- Text
- Web
- Who can use it
- Homeowners, your warranty manager and your subs
- Works in
- Your warranty list, or Procore (logged as punch items) · Google Calendar or Outlook · Text and phone
The problem
A homeowner calls about a crack in the drywall, a leak under the sink or a door that won't latch. Someone has to look up the house, work out which sub did that work, and get them out there.
The sub says they'll go next week. Nobody follows up, the homeowner calls again, and then posts a review. Meanwhile you can't tell which subs keep getting callbacks.
What your agent does
- The homeowner calls or texts"Water under the kitchen sink since Tuesday"
- Photos of the problem
- Your agent finds the house and the workClosing date, warranty period and which sub did it
- Sends it to the responsible subWith photos, address and homeowner contact
- Books the visitA time that works for the homeowner and the sub
- Confirms it's fixedAsks the homeowner after the visit and closes it out
What you get
- Every request logged with the house, the sub and photos
- Visits booked without the office playing phone tag
- Homeowners told what's happening and when
- A list of callbacks by sub, so you know who to talk to
Who approves what
The agent handles routine requests the way your warranty manager sets up. Anything outside the warranty, anything that looks like a safety issue, and any cost to you goes to the warranty manager first.
Common questions
- What if it isn't covered by the warranty?
- The agent checks the closing date and your warranty terms. If something looks out of warranty or caused by the homeowner, it tells them someone will follow up and sends it to your warranty manager to decide.
- What about emergencies, like a burst pipe?
- You tell us what counts as urgent. For those, the agent tells the homeowner what to do right away, such as shutting off the water, and calls the person you have on call instead of waiting for business hours.
More for construction
No waiver, no payment
Before a sub gets paid, the agent collects the lien waiver and current COI, checks the amounts, and won't mark the payment ready until both are right.
Monthly pay applications
The agent turns field progress and your schedule of values into the figures and backup for your monthly G702/G703 pay app, ready for your review.
Daily logs from the field
Your super sends a voice note and photos. The agent writes the daily log, and flags and dates every delay for time-extension requests later.
RFIs and submittals
The agent tracks every open RFI and submittal, chases the overdue ones, and tells your PM which ones are holding up the schedule.
What job would you hand to an agent?
Book a free 15-minute call. Tell us the job that eats your week and we'll tell you how an agent would handle it and what it would cost.