New Homes Quality Board case study: Mastic beading on flooring

This recent case study published by the New Homes Quality Board (NHQB) explores a customer complaint regarding Amtico Flooring – an optional extra in a newly purchased home. It highlights important lessons for developers on improving communication and after-sales service.

Summary of the complaint

A customer discovered that a mastic bead had been applied around the perimeter of their Amtico Flooring, which they had purchased as an optional extra. They subsequently researched the mastic finish and discovered that Amtico do not apply a mastic bead as it was not required.

The developer claimed this was standard practice, but the customer was not informed about this at the point of sale.

The customer was dissatisfied with the finish as they felt it made the floor difficult to maintain and cheapened the overall finish. This was a point of frustration as the optional extra cost the customer nearly £11,000.

The customer requested that the mastic be removed, and any resulting gaps addressed.

The New Homes Ombudsman’s decision

The Ombudsman upheld the complaint, finding that the developer had failed to disclose adequate information i.e. the application of mastic at the point of sale. They should have informed the customer upon making their choice that white mastic would be applied to the flooring. Especially as the flooring was an expensive item and so required informed decision making.

The specification document did not support the developer’s claim that mastic was standard practice. The developer was instructed to remove the mastic and issue a formal apology.

Key takeaways for developers

1. Clear communication: Ensure all sales materials, specifications and installation methods are clear and accurate, especially for high-value items.
2. Transparency: Developers should inform customers of any additional finishes or practices that may not be obvious, such as mastic application.
3. Take responsibility: Acknowledge mistakes quickly and take responsibility for resolving issues.
4. Apology and timely resolution: Offer a sincere apology and ensure a clear path to resolution, including necessary remedial actions which are essential for maintaining customer satisfaction.

Conclusion

This case highlights the importance of transparency and clear communication in the home-buying process. Developers should provide full details about finishes and products to avoid misunderstandings and maintain customer satisfaction. Effective after-sales service, including timely resolutions and apologies, is key to preserving a good reputation and maintaining positive relationships.