Settling in, supported.

Snagging does not generally include:

• ·normal settlement or shrinkage
• ·environmental effects (e.g. algae or weathering)
• ·condensation caused by internal conditions
• ·general maintenance or cleaning

Further guidance is provided in the Defects vs Maintenance section.

To ensure all issues are properly recorded and reviewed, please report any concerns:

• ·in writing (email or via the website form)
• ·with clear descriptions
• ·with photographs where possible
• ·including the location within the property

👉 This helps us assess and respond efficiently.

Once an issue is reported:

1. 1.

   Acknowledgement

   We will confirm receipt of your report.

2. 2.

   Assessment

   We will review the issue to determine whether it is:

   • ·a snagging item
   • ·a defect
   • ·normal behaviour
   • ·a maintenance matter

   Assessment may take into account:

   • ·the natural settling process
   • ·environmental conditions
   • ·manufacturer guidance
   • ·warranty terms and tolerances
3. 3.

   Next steps

   Where action is required:

   • ·urgent issues will be prioritised
   • ·other items may be scheduled and grouped where appropriate
   • ·access will be arranged with you in advance

Response and resolution times may vary depending on:

• ·the nature of the issue
• ·availability of materials or specialist trades
• ·weather conditions (for external works)

Where appropriate, minor items may be reviewed after the initial settling period to avoid repeated visits.

Please contact us as soon as possible if there is:

• ·a risk to health or safety
• ·significant water ingress
• ·loss of essential services (where not supplier-related)

Your home is covered by an ICW structural warranty.

• ·During the initial period following completion, Drew Properties will manage reported issues
• ·Structural matters are covered under the ICW policy

All issues are assessed in line with warranty terms and recognised industry standards.

Where works are required:

• ·reasonable access must be provided
• ·appointments will be agreed in advance
• ·delays may occur if access is not available

• ·not all reported items will be considered defects
• ·some items may fall under maintenance responsibilities
• ·each issue will be assessed individually

Further guidance can be found in the ICW homeowner document: