11 Customer Experience

02 Energy and temperature monitoring-sampling - KBCN1657

Sampling can be undertaken. At least 1 home or a representative selection of homes per group of homes must be sampled. A group of homes will each have the following:

The same dwelling size, built form and construction details;
The same space heating, hot-water system and controls;
The same orientation and level of over-shading/ sheltering; and
The same air permeability and ventilation system.

Aligning with other relevant requirements - KBCN1320

If existing solutions conflict with requirements for the Aftercare criteria but it is believed that the criteria intent is being met, please contact BRE Global for consideration.

Build to rent projects – Building warranty - KBCN1558

For build to rent projects, latent defects insurance can be used to meet crit 1.

Connection during handover not possible - KBCN1319

Where it is not possible for occupants to have access to broadband, telecommunications, TV or data services, when moving in, due to unavoidable delays, temporary measures need to be taken to ensure occupants are given temporary access until full connection is available (e.g. via dongles). This needs to be agreed between the developer, network infrastructure provider and internet service provider where applicable.

Erratum-HQM Charter - KBCN1608

The following text was included in the HQM ONE manual in error: The HQM charter and details regarding the support and assurances provided as part of this, including what to do if the charter is breached. The above is not required.

Flexible handover visit - KBCN1322

Where appropriate, for the purposes of handover visits, it is acceptable to provide handover visits by offering demonstrations to groups of occupants per dwelling type, including showing a video, as long as a Q&A session is conducted in person afterwards, or similar.

Gardens finished - KBCN1328

The ‘finished and habitable’ requirement within the 'visual defects inspection' criteria is focused on ensuring occupants can move into a new home that is accessible, functional, comfortable and safe. As a minimum, any hard landscaping needed to access the home is in place.Soft landscaping may not be complete for the purposes of this criterion as long as the garden areas are capable of planting being done after occupants move in. For example, gardens are clear of building debris and adequate topsoil is present for planting.

Heating zones - KBCN1318

For Multiple Dwelling Units (MDUs) or homes consisting of two main rooms or less, heating zones for the whole unit, rather than individual rooms, are acceptable, provided occupants have control of their own heating zones.

Home information – certificate after occupant moves in - KBCN1281

The HQM scorecard and certificate are required as part of home information when occupants have moved in to make them aware of HQM and how it adds value for them and their home.

If the HQM certificate will not be issued when occupants are due to move in, confirmation should be included as part of the Home information, which says that HQM certification has been targeted and the certificate will be issued separately, subject to successful approval by the certification body, BRE Global. The information should also cover general information about HQM including a link to the website and who they should contact (e.g. the home builder) for information or updates on this.

If a design stage certificate has been issued for the home, this should also be provided and made clear that this is a provisional rating.

Home information available in both hard and soft copy - KBCN1654

Home information does not need to be provided in hard copy to every home. Where appropriate, it is acceptable to provide only a soft copy to the occupant along with information detailing how to request a hard copy (or other suitable format). In such cases, the approach should be justified and a copy of the communication home occupants must be provided as evidence.

Minimum requirements - KBCN1454

Issue 11.1 Aftercare > Crit 2.c is only applicable where Issue 9.3 Inspections and Completions > Crit. 12 and 13 are met. This supersedes previous guidance in this KBCN and we apologise for any inconvenience.

Other smart controls - KBCN1317

Where other forms of home controls are present that are not listed in the additional smart solutions criteria, please contact BRE for consideration. Due to the innovative nature of smart home systems, the examples provided are by no means a full list of all of the types of controls that are, and will be, available.

Post occupancy evaluation commitments as design stage evidence - KBCN1288

A letter of commitment for POE commitments is an acceptable form of evidence at design stage. Firmer commitments including contracts are only required at post-construction stage.

Training courses that provide competencies to be considered an AQP - KBCN1294

We are not aware of any specific training courses that provide all the necessary competencies to be considered an AQP but they may come from a combination of sources:

industry training courses.
Industry-recognised methodologies
Specific research skills. For example, someone who has worked as a social researcher or has a degree or masters involving research methods.
Consultancies or specialist organisations who provide POEs as a specific service

Warranties covered by alternative consumer codes - KBCN1289

Alternative consumers codes to the ones referred to in the Aftercare issue are acceptable if they are approved by the Trading Standards Institute, such as the Consumer Code for New Homes and the Consumer Code for Home Builders. If you are unsure if a warranty or consumer code is acceptable for the purposes of HQM, please raise a technical query.

Home Quality Mark / HQM ONE / C Delivery /