Aftercare and warranties

Aftercare is what a buyer needs once they live in the home: the warranties that come with it, when to service what, and the manuals. You set it up once per project, and each buyer sees it in the portal after their unit is handed over. Aftercare is part of off-plan sales and is included in every plan.

The Aftercare tab

Open a project and select Aftercare. Owners, admins, construction and sales staff can edit it.

• Warranties — name, what it covers (appliance, system, structural, finishes or other), supplier and contact (a phone number, e-mail or web address), and how long it runs: a number of months or a fixed end date. It starts at the unit's handover unless you give a fixed start date. Add a note for buyers and link a warranty or manual document if you like.
• Maintenance — what to do and how often: every N months, first due M months after handover.
• Warranty and manual documents — upload files with the category Warranty or Manual, visible to Clients by default. A buyer sees them only after their unit is handed over, in My home and Documents.
• Unit documents — choose a unit to upload documents for that unit only.

Uploading a warranty or manual document notifies only buyers whose unit is already handed over. Buyers whose unit isn't handed over yet aren't told; the handover notice points them to My home. Other documents notify buyers as soon as you upload them.

Each warranty and maintenance task applies to the whole project (every unit) or to one unit.

Hand a unit over

Open Units, edit the unit and select Handover › Mark as handed over. Owners, admins and construction staff can do it, and sales staff too when site work is off. The first time, the unit's buyers are told: "Welcome home — your warranties, manuals and maintenance schedule are in My home." Clear undoes the handover without telling anyone again.

What buyers see

Once their unit is handed over, buyers get a My home tab in the buyer portal, in their own language:

• Warranties, soonest to end first, each marked Active, Ends in N days (from 60 days before) or Ended, with the supplier's contact and the linked document.
• Maintenance, with the next due date. A task shows Due for 14 days from its due date.
• Manuals and warranty documents for their unit and the project.
• Report an issue, when site work is on. See Snagging and buyer reports.

Buyers never see warranties, maintenance, or warranty and manual documents before handover, and never another unit's.

Reminders

Every morning, buyers who have a portal login are notified in the portal, and by e-mail when e-mail is set up, when:

• a warranty ends in 60 days, and again in 14 days;
• a maintenance task is due that day.

Everything due for one buyer on one day arrives as a single notice. Each item is sent once, even if you change its dates later. If a day's run is missed, the reminders still go out within the next 3 days.

Turning reminders off

Buyers switch off E-mail me before warranties end and when maintenance is due at the bottom of My home. They can switch it back on at any time. It is the buyer's choice: your team cannot change it for them. Reminders also stop while your workspace is suspended or off-plan sales are switched off.