C2 User Experience

Aftercare Support fees - KBCN0991

To comply with the remote or on-site support criteria, there needs to be a guarantee that the support will definitely be available to occupants of the assessed home, which means it cannot be an optional feature that could be opted out of. This is to ensure credits are only awarded for homes that will have the level of support required, in practice. If the support is provided as part of the development’s management fees, the costs of the support being provided needs to be communicated to occupants in a transparent way (e.g. via an itemised summary of the fees). This is to ensure occupants know what support is available  and what they are paying for.

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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.

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Build to rent projects – Building warranty - KBCN1558

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

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Building warranty for developer managed homes - KBCN0673

The mandatory requirement for a compliant building warranty is still applicable where the developer is responsible for managing the home after construction, even if they have their own internal processes for assuring support to the occupants. Although internal processes may be in place to protect the occupant, there is limited guarantee that this protection will be in place for the duration of time that a recognised warranty lasts for (e.g. if the development is sold). Warranties from providers that comply with the Consumer Code for Home Builders or the Trading Standards Institute, benefit from a minimum level of occupant protection and support that is assured by independent third parties. This level of support is fundamental to the credibility of HQM assessed homes. If a specific scenario is present that cannot meet this requirement or provides the same (or better) level of support, please submit a technical query with documentary evidence for further review.

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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.

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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.

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Portable display device - KBCN1310

A portable display device provided as part of a smart meter can contribute to the basic starter solutions criteria, if the following is met:

• It is connected to the assessed home
• Occupants are informed that the portable device need to be kept in a primary room in order to record a representative internal temperature for the whole home.
• Occupants are informed that the device will not work if they tried to use it in a new property if they moved and instead, they can ask their energy supplier for a replacement that will work in their new home.

The occupant may be informed of the above as part of home information and handover demonstrations. A primary room is considered as any of the following: main lounge, living room, study, home office, main bedroom or TV room.

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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.  

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