Home care and service guide

Home Assist is a specialist division of ABN Group that manages the after care and maintenance of your new home.  

 Home Assist manages the full after care of your home, including: 

• Warranty period work 

• Beyond warranty period work 

• Home maintenance and repairs 

Why Home Assist? 

Your building journey doesn’t finish once your keys are handed over. We want you to feel confident knowing you're in safe hands beyond just the construction of your home.  

We identified the need for a dedicated maintenance program to give our clients the best possible after care experience. And Home Assist was born.  

We’ve assembled a team of talented after care experts, including dedicated Service Managers and After Care Consultants who specialise in home maintenance, repairs and warranties. Our people genuinely care for our clients and will treat your home like it was their own home.  

No matter what your concern is we are happy to help. 

The ABN Group difference 

Home Assist exists to uphold the promises of quality, workmanship and care we made at the beginning of your home building journey. 

What makes us different to other building companies? Being part of ABN Group means we hold their values as our own. Transparency, accountability and care are at the heart of what we do. If we made a mistake, we’ll own it. If you need assistance, we’re here for you. That’s the ABN Group difference.  

Operating as ABN Group’s specialist maintenance division means we can deliver you a tailored, expert maintenance service, ensuring trust and accountability.  

The experience of building your home is very different to the experience of living in your home, which is why we’ve designed our Home Assist service to suit you and your needs as you settle into your new home.  

 For us, after care is not an afterthought. 

 When To Contact Home Assist 

Three months after you’ve received the keys to your new home, your building journey progresses from 'Construction' to 'Maintenance.' It’s in the maintenance phase that Home Assist comes in to seamlessly support you.  

We're here to make life easier for you, so if you're ever in doubt, please contact your building company and we'll be happy to point you in the right direction. 

A warranty is a promise to repair or replace a product within a specific time frame. Some warranties will include parts and labour and some warranties include parts only, meaning there will be a cost to the homeowner to have the part installed. 

Warranty Limitations  

Our comprehensive post-construction warranty program is managed by Home Assist, the ABN Group company specialising in working with you as you live in your home. Some items unrelated to the building process are outside the scope of these warranties. These items may include (but not limited to) scratching of surfaces, misuse and general wear and tear while you are living in your home.     

General care and maintenance of your home by you will ensure your home remains in first-class condition for all the days that you call it home. 

It is your responsibility to report any items of concern as soon as they become apparent. Any defect or item of concern must be raised with the Home Assist team within 90 days of it becoming apparent or from when it would be reasonable to see the impacts of the issue or concern.  

Failure to report an item of concern in a timely fashion may void your warranty and cause additional damage that would not be the responsibility of the builder.  

Warranty - 12-month service process 

When you receive the keys to your home, you will be sent the Home Assist 12-Month Service Form as part of your key handover pack.  Simply fill out the form to note any issues that need addressing and contact Home Assist within twelve months to commence the 12-month service process.   

Workmanship and materials  

We will attend to any sub-standard workmanship or faulty materials. 

Windows and doors take time to settle. If required, we will ease and adjust doors, window sashes, cupboard doors and catches to ensure they operate smoothly. 

25 Year Structural Warranty 

Our Structural Warranty covers your new home for 25 years from the key handover date. Whilst you’ll probably never need to use it, it can provide peace of mind to know it's there. 

The 25 Year Structural Warranty applies to the original purchaser. If the home is sold, the statutory warranty of 6 years from the date of key handover applies. The Structural Warranty covers concrete foundations, structural brickwork, structural steel (wall frame and roof frame) and structural timbers.   

To maintain your structural warranty, care must be taken to not undermine the structural elements of your home. If excavations are required on-site (e.g., installation of a pool or soak well), care must be taken not to undermine the footings.   

Undermining will occur if the excavation exposes the footing and the surrounding soil is not maintained compacted at a 45° angle from the base of the footing to the base of the excavation. This is known as the angle of repose (Note, the 45° angle is a guide only). An Engineer must be consulted for major excavations. 

Your structural warranty will also require you to ensure all drains are maintained to ensure water is adequately directed away from the home. 

YOUR SAFETY MATTERS 

As you live in your home it is important to undertake regular maintenance activities to keep your home in good working order. For this work to be completed some hazards and risks will need to be considered.  

In case of emergency, you should make yourself aware of: 

• How to turn the power off in your meter box  

• How to turn water off at your water meter 

• How to turn off the gas in your meter box 

• The location of your nearest hospital or medical centre  

• Have a first aid kit on hand  

We also recommend all plumbing, gas and electrical works are completed by a licensed contractor and that you stop to consider how any works at height are conducted. Working at heights can be considered any task where your feet are not on the ground.  

Building sites can have many dangers and when conducting routine maintenance works. You should consider your home like a building site. 

• Plan the work you are going to do.  

• Prepare the area and the tools you will need.  

• Ensure clear access to and from the area. Particularly note slip and trip hazards.  

• Keep the area you are working in clean. 

• Be particularly careful when working on ladders or at heights. 

• Use professionals where required. 

• Do not enter the roof space without first isolating the power.  

• Visit the WorkSafe website for further information. 

Safety of our people 

Threatening or abusive behaviour towards Home Assist and other ABN Group employees will never be tolerate. We all deserve to feel safe and to be treated with dignity and respect.  

When you contact us, you can expect our team to be clear, helpful and respectful. We expect you to be respectful to our team members when you call, email or contact us online and when we come out to your home. 

Respectful behaviour involves: 

• Treating us, our sub-contractors and our suppliers as you would like us to treat you. 

• Explaining your needs without yelling, threatening or abusing our people.  

• Listening to our team members so they can help you. 

• Respecting privacy and not filming, recording or photographing our employees without their consent.  

If you are aggressive, we may leave your premises or end a phone call with you. We will re-engage when we are sure that you will be respectful. 

Ongoing homeowners' maintenance 

Your builder has taken care to supply and install quality products and construct your home with quality workmanship. With ongoing care your home will continue to perform and look its best.  

Failure to conduct regular maintenance may cause damage to your home and void your warranties provided by the builder.  

The following checks and tips should be undertaken: 

• Maintenance and cracking is to be expected in all masonry products (particularly where different materials meet) and should be inspected and repaired regularly. 

• The silicone that forms the flexible sealant junction of your shower needs to be inspected annually and replaced as required. Always use a qualified person to repair your silicone to avoid damage to your waterproof membrane. 

• Do not put anything into your wastes other than toilet paper in your toilet. Wastes should be cleared of any hair or debris regularly to avoid blockages. Tightening of the pipe joins under the waste should also be undertaken regularly to prevent leaks into your cabinetry. 

• Gutters and drains should be cleaned seasonally to ensure they direct storm water away from your home effectively. Leaf litter and debris will block your gutters even if you don't have any trees surrounding your home. 

• Garage doors are a hard-working mechanical element of your home and need to be serviced annually. Failure to service your garage door will void your warranty. 

• Annual termite treatment/inspection is required.  

• Seasonal cleaning of the air conditioning filters. 

• Annual smoke alarm checks and battery changing. 

• Hinges and door handles may need adjustments.  

• Spare tiles must be kept. 

• Ventilation is a daily consideration to manage air flow and condensation in your home. 

• Always use the recommended cleaner and cleaning methods.   

If you have any questions you can get in touch with us on 6146 7000 or at service@homeassist.com.au