customer guide to the canterbury home repair programme - earthquake … · 2015. 7. 1. · repair...

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Customer Guide to the Canterbury Home Repair Programme

Getting ready for your repair

We look forward to working with you to repair the earthquake damage to your home. All aspects of your repair will be managed by Fletcher EQR providing you with a range of benefits.

To ensure you are fully informed and your home is ready for repair this booklet includes a pre-repair checklist and a glossary of some of the more common repair strategies.

Your Fletcher Contract Supervisor works closely with the accredited contractor and has the primary responsibility for ensuring your repairs are managed to the required standards.

He/she will inspect your house with the contractor when the repairs are finished to confirm that the work has been completed as agreed.

June 2015www.eqr.co.nz

Contents

Introduction

Before your repair

During your repair

After your repair

4 – 5

6 – 15

16 – 26

27 – 31

Who manages the repair, assessing the damage, pre-repair checklist, information for landlords, what happens if you need to move out, pre-commencement meeting

What to expect, building consents, issues or disputes, dealing with asbestos

Completion inspection, defect period and warranties, repair documentation

Introduction / 3

Contact Information 32

Cover: A pre-start meeting with homeowners in their Edgeware property

4 / Introduction

Welcome to the Canterbury Home Repair Programme

Being part of the programme means that all aspects of the repair are taken care of including:

• The physical repairs

• Legal and building code compliance

• Quality monitoring and control

• Working with contractors to remedy any defects

The repair team Fletcher EQR project manages the repair programme as agent for the Earthquake Commission.

The physical repair work is carried out by building firms contracted to EQC and their staff or subcontractors.

Your home repair will be allocated to a Fletcher EQR Contract Supervisor whose role is to liaise with you as the homeowner and with the contractor on the work to be carried out. EQC staff work with Fletcher EQR and the contractor to determine what damage at your property is covered by your claim.

There is also a team which has an engineering and design focus. If your house has structural damage a member of the Technical Team may be the first to contact you to inspect your property and make recommendations on the repair strategy.

There is more information about the work of the team online at www.eqr.co.nz/technical team.

What should I expect?

Introduction / 5

6 / Before your repair

Before your repairAs the time for your repair gets closer, Fletcher EQR will contact you to book a time for EQC and the contractor to meet with you at your home and assess the earthquake damage. They can help you with any questions you have about the process.

Once you have confirmed that you would like a managed repair your main contact will be a Contract Supervisor who will oversee the work through to the Completion Inspection.

The supervisor works with you and with the accredited contractor to make sure the approved work is carried out to the required standards. There are also administrators and other Fletcher EQR and EQC staff who can provide support during the process.

Who are the contractors?

Local contracting firms are accredited to CHRP to carry out the work for EQC using their own tradespeople.

Checks have been made on their trade qualifications and experience. They are held to recognised building industry and trade standards to ensure the work is completed in a satisfactory manner.

Homeowners can nominate their own main contractor to carry out the work but this is only where they are already accredited for ongoing work within the programme.

Who will manage my repair?

Before your repair / 7


While your home was assessed by EQC in the months following the 2010 and 2011 earthquakes, the scope meeting will establish the most up-to-date assessment of damage to your home. It is not unusual for changes to be made from any previous assessments.

The damage at your property will be assessed and checked against the preliminary assessment and EQC will discuss with you a Scope of Works and repair strategies.

Sometimes the scope meeting will identify damage that was not listed or they may find that damage originally thought to be earthquake-related is not.

Assessing the earthquake damage

All the repairs to your home are based on the Scope of Works which is finalised by EQC after the scope meeting. As a general principle any loss or damage that isn’t directly caused by an earthquake is not covered.

Once the work plan is finalised a Works Order will be issued to the contractor and the start date for your repair can be finalised.

Sometimes it becomes necessary to change the repair strategy once repair works have begun. This change needs to be approved by EQC as a variation to the Works Order.

Scope

Repair Strategy

Repair Work

CompletionInspection

Repair process



Renovation work during repair

Contractors accredited to the Canterbury Home Repair Programme are not permitted to carry out non-earthquake repair work for you during EQC repair work. Undertaking non-earthquake repairs or renovations can extend the duration of your repair. There are also insurance and Health and Safety implications.

Asking a contractor to do “private” work is encouraging them to breach the terms of their contract with EQC.

Homeowners are also requested not to carry out private renovation work during repairs even in rooms which are not under repair.

Insulation

There is one exception to the restriction on private work and that provides the opportunity for homeowners to arrange for cavity insulation in areas the repair teams are working in.

The cost of this work is not covered by EQC or Fletcher EQR. If you do require insulation in rooms where our teams will be working then please discuss this as soon as possible.

You would need to organise and pay for an insulation team to do this work and they will have to be aware of any hazards and follow all Health and Safety rules for the site. There is more detailed information on this on the Fletcher EQR and EQC websites.

Relocating before repair

Some homeowners may need to relocate during all or part of the repair work.

Your EQC dwelling claim does not cover the cost of temporary accommodation or loss of rent if you are a landlord and your tenants are required to move out. Private insurance policies often provide an allowance for temporary accommodation.

If you are concerned about having to relocate discuss this with Fletcher EQR as the contractor may be able to plan the work to allow you to remain.

If you need to relocate during your repair you should speak with your insurance company to find out what your policy covers before you commit to temporary accommodation.

Fletcher EQR will let you know the estimated duration of your repair. Please keep in mind this is an estimate only and sometimes there can be delays during repair work.

This can be for a range of reasons including availability of tradespeople, or if further damage is found and specialist or engineering input is required. Once the repair work begins, if you do have concerns that the work is not progressing to the expected schedule, please discuss these with your contractor or with Fletcher EQR.

EQR staff will provide confirmation of the dates that you are required to vacate your home to your insurance company. The form used for this is called an Insurance Advice Note.

Accommodation assistance

Homeowners who have used their insurance accommodation entitlements may be eligible for an accommodation allowance from the Government. The allowance provides support of up to $330 per week, depending on the family commitments of applicants.

You can talk to the Canterbury Earthquake Temporary Accommodation Service (CETAS) to see if you are eligible for this allowance.

CETAS can assist you to find accommodation within the private rental market or at one of the Government supported temporary villages in Kaiapoi, Linwood and New Brighton.

Information can be found on their website at http://www.quakeaccommodation.govt.nz/ or you can call them on 0800 67 32 27.

Moving and storing home contents

If you move out for repairs you will need to organise the removal of your belongings into storage, or into other rooms in your home. Some home contents policies cover this cost and your private insurer can advise you of your policy entitlements.

Before contents are moved to a garage or to other temporary storage speak with your insurer to establish that you remain fully covered under your policy.

Please note that valuable, sentimental, breakable and personal items including pictures and wall hangings should be packed away safely and securely before your repairs commence.

You should not leave any personal items of value on the property.



Who pays for the house repair?

The costs of your managed repair are covered by EQC. This includes the materials, building consents, and the tradespeople or specialists involved. Invoices are paid through Fletcher EQR by EQC.

One of the main benefits to homeowners of being in CHRP is that you are protected from cost escalation; if you have full private insurance cover, there is no charge to you if the actual cost of the repair work exceeds the estimate.

Once the repair has been completed EQC will invoice you for the standard EQC insurance excess. (See page 30)

Pre-commencement meeting

Before physical repair work begins you will be invited to attend a pre-commencement meeting with the Fletcher EQR Contract Supervisor and the contractor.

The aim of this meeting is to ensure there is a clear understanding by all of what is in the approved Scope of Works and the associated repair strategies.

You will be asked to sign a Specification of Finish form which confirms the various finishes, including paint colours. You will also be given a Health and Safety briefing.

They will discuss with you:

• The estimated start and finish dates for your repair

• Access to your property

• Use of facilities at the property

• Any requirement to relocate your contents

• Any requirement to vacate your property during the repairs

• Any potential hazards or other issues at your property

• Any building consents they might need to arrange on your behalf

Pre-repair checklistBefore work begins you will need to provide your contractor with all the details they need to organise tiles, wallpaper or other materials for the repair.

You should also notify your insurer as soon as possible of the estimated repair dates and ensure you have cover if any contents need to be stored in a garage, shed or off site such as a storage facility.

Ensure rooms are clean, tidy and clutter free so tradespeople have clear spaces to work in.

Consider sealing or covering furniture and belongings to avoid damage from dust or paint. Your contractor will advise what should be moved and discuss areas where dust may be an issue.

Store valuable and fragile possessions in a safe place off the property.

Move pictures, wall hangings, and electronic items to an undamaged area of your home or garage.

Remove curtains and blinds to avoid damage from dust or paint. Your contractor will remove the rails from the wall and re-install them at the end of the repair.

Keep pets at a safe distance and ensure dogs are restrained while workers are on site.

Children under 16 years old cannot be alone on site during repair work so please make necessary child care arrangements.

Any firearms at the property should be locked away securely in accordance with the NZ Police Arms Code or CHRP policy may prevent work continuing on site.



Information for Landlords

If your home is tenanted it is your responsibility to keep your tenants informed about the repair process. You will be required to ensure they provide clean and clear access to earthquake-affected areas. If you have concerns about the need to relocate tenants for repairs then discuss this with Fletcher EQR. There are a range of options to minimise disruption.

If you are not based in Canterbury you can appoint a representative to liaise with us on the repair process. Fletcher EQR will provide an Authorised Representative form for you to complete and sign so that their details are registered with us.

Selling or Buying Property

You can buy or sell a house before the earthquake damage is repaired. The buyer and seller should agree the terms for transferring the ownership of any outstanding claims through a legal document known as a Deed of Assignment.

Your solicitor will arrange this on your behalf and you need to provide a copy to EQC and Fletcher EQR so that records can be updated.

If you are buying a property you should seek to understand from the seller whether they have received any cash settlement payments from EQC as a result of dwelling or land claims made and whether that money has been spent on repairing the property or not.

If you are buying a house that has already been scoped for repair you may be bound by the details agreed by previous owners and should consider seeking legal advice if you have any concerns about this.

Insurance

Home insurance policies do not normally provide insurance cover over your home while building work is being carried out. You should consider whether there is any mortgagee, trustee or other person whose consent is required prior to repair work starting.

Security ID

All staff representing Fletcher EQR and EQC, including contractors and tradespeople, are issued with a photo identity card which they must wear while working at or visiting your property.

Any person claiming to represent Fletcher EQR or EQC who is unable to produce their photo identity card should not be allowed to enter your property. If you have concerns about the identity of a visitor you should contact the police immediately and notify Fletcher EQR on 03 341 9900.

Work Commencement Form

Fletcher EQR sends homeowners a Welcome Pack which contains an introductory letter and this guide. It also includes a Work Commencement Form that you need to read, sign and return to EQC in the envelope provided. This form confirms that you understand the repair process, your obligations and entitlements.

Pre-existing issues

Occasionally pre-existing issues are found – for example, construction defects, non-consented work or weathertight characteristics that are not insured under the Earthquake Commission Act 1993.

In these circumstances EQC may elect to cash-settle all or part of your claim.


During your repairOnce your repair begins most of your daily contact will be with the contractor and their team. They will keep you updated with progress of your repair. Your Fletcher EQR Contract Supervisor will monitor the progress of the repair at the site once a fortnight and will be available to discuss any questions. If you have any concerns about the progress of the work, particularly if you have relocated to temporary accommodation, please discuss these with Fletcher EQR.

16 / During your repair

While the repairs are underway there will be additional safety hazards in and around your home.

You will be given a full safety briefing of the things you need to watch out for and any hazards should be listed on a site safety sign at the entrance to your property.

The tradespeople will do what they can to minimise disruption but, as you would expect, there will be some disruption from the building work - noise, dust and the general impact of having more people on the property.

You should consider letting your neighbours know when your repair begins as there are likely to be extra vehicles outside or on your property. If they have young children they will need to take extra care with them.

The contractors may work in several rooms at a time during the repair, and will ask you to ensure those areas are ready for work to begin.

They will provide a daily tidy up to make the house liveable and as safe as they can at the end of each work day. They will also do a general clean up when the repairs are finished.

Please follow their advice on areas to avoid during the repair, or areas

where use of heaters or showers, for example, may affect finishes.

If you have relocated during the work liaise with the contractor before returning to inspect progress. Your property is effectively a building site and we are serious about health and safety risks.

We require contractors to treat homeowners with respect and they have the right to expect the same from homeowners.

Any situation that leads to personal threat or concern about the safety of our staff or the contractor team may lead to the repair work being suspended or your claim being removed from the programme.

Your home as a building site


Hours of work

Contractors generally work between 7.30am and 5pm. Depending on the availability of trade specialists there may be some days with no work on site. Your contractor should keep you informed.

Specific hours of work, if there are limitations or restrictions, will be discussed on a case-by-case basis.


What you need to know Bricks and mortar If your home has a brick/block veneer and has cracks to the mortar, it may be difficult to get a perfect match for the mortar repair because the existing mortar has aged and the sand we use may be slightly different.

The mason will try to get the best match. When the mason is working, he will need to grind out the existing mortar, which creates a lot of dust.

Carpet damage Carpets are not always replaced at the time of a repair as they may be considered part of a contents claim. EQC follows the cover provided by your private insurance company. There is more information about carpets and drapes at www.eqc.govt.nz/canterbury-earthquakes/contents-claims/carpets-and-drapes.

Compliant procedures If we remove any device such as a gas fire or electrical plug it will be re-installed by a certified installer and where applicable a certificate will be provided to you.

Ease and adjust door This is a strategy to fix doors that do not close correctly. They can be repaired by adjusting the hardware (hinges, latches, strike plate, door jambs and door frame.)

Epoxy resin and fill To repair cracks in concrete floors we generally grind out and fill the cracks with epoxy resin. This injected chemical repair bonds the concrete together. Once dried, the epoxy is sanded down to the same level as the existing concrete. There is very little dust created.

If a garage floor is already painted, there will be provision for re-painting with epoxy paint. In this case there should be no vehicle traffic on the newly painted floor for one week.

Fibre fuse Open fibre jointing tape compound which fuses to produce strong joints. It is commonly used for repairs of lath and plaster and fibrous plaster.

Jack and pack piles An out-of-level floor can often be repaired by disconnecting the piles from bearers and re-levelling by either packing or trimming the pile.

Lift and relay existing carpet Damage below the floor may require the flooring surface to be removed to allow access. Depending on its condition, carpet can be lifted and set aside for relaying on completion of the repairs.

During your repair / 19

Low mobility grout Low mobility grout (LMG) is a pressurised injection system which is used to lift heavy structures, improve soil bearing capacity and fill large voids. It is also used for liquefaction mitigation.

Painting In most cases where repainting is required the repaired areas will be sealed and two coats of paint applied. The repair work does provide you with an opportunity to change colour, but if you want to change from a dark colour to a lighter one this may require three coats of paint.

The extra cost of a third coat will need to be covered by you or alternatively the new finish could be completed after our work is over.

• Flat paint is used on ceilings to reduce the visibility of small defects and surface inconsistencies

• Low sheen paint is generally used for walls – it’s harder wearing and easier to clean

• Aqua enamel semi-gloss is used for doors and window/frames/surrounds. It is harder wearing and easily wiped down

• Specifically designed paint is used for kitchens and bathrooms

Make sure you discuss not just colours but also paint finishes before the repair work begins. These will be noted on the Specification of Finish form you sign at a pre-start meeting.

Where walls are to be painted, this will not automatically include:

• The scotia

• Window and door frames or surrounds

• Skirting (the trim where the wall meets the floor).

Where wall paint has been used on the skirtings, they can be painted if the walls are specified to be painted. However, often the existing skirting paint is enamel. Where this is the case, they will not be painted, unless this is specified in the Scope of Works.

If picture hooks and wall fastenings are removed we will fill the holes and paint/wallpaper over them. If they are left in place, we will paint round them.

Pigmented sealer Pigmented sealer has the ability to penetrate and bond old decaying surfaces and make suitable for painting.


Rake out, plaster, and paint walls or ceilings This process means the earthquake damage is raked out and taped. A plaster system is used to repair the wall or ceiling.

The repair will tend to be quite flat, with a smooth finish. Where existing surrounding surfaces have some texture, the repaired area may not completely blend in.

Repoint ridge capping Removing damaged mortar on a roof’s ridge and replacing with new mortar. A strategy used generally for minor crack repairs.

Screw piling Screw piles are a type of deep foundation that can be installed quickly with minimal noise and vibration. Screw piles are wound into the ground much like a screw is wound into wood. Once the pile has reached the target depth it remains permanently in place and is typically filled with concrete. The protruding reinforcing provides the connection to the building structure.

Services disconnection Water mains and electricity may need to be disconnected at

times during your repair. Let your contractor know if you need advance notice of this or if you need services for health or other reasons.

Skim Coat Plastering applied to the entire surface.

Underpinning When a foundation moves out of level, underpinning is one method used to re-level it. Pits are excavated below the foundation, a solid work base is formed with concrete and jacks are used to lift the foundation back into place. Props are then placed below the foundation for support before the hole is filled with concrete.

Wallpaper If we are replacing wallpaper in your home, where possible we prefer to remove the existing paper. In some situations where wallpaper has good strong contact with the substrate then we may leave it in place and apply a penetration coating to help us achieve a good surface to work on.

With new wallpaper some air pockets may form during the drying process. This is normal, and these will disappear in normal drying conditions.


Fletcher EQR and EQC are committed to delivering high quality repairs and doing what we can to resolve any issues or disputes. It is not unusual during any building work for issues or disputes to arise.

Our experience has shown that these issues can include:

Scope of Works – There can be differences between the final Scope of Works approved by EQC and initial post-quake assessments. These can be difficult issues to resolve but our teams will listen to your concerns and review decisions made. The final decision about what is included in your Scope of Works is made by EQC.

Quality of repairs – Issues may arise where your expectation about the extent and finish of repairs wasn’t clear, or where you have concerns about the quality of repair.

Behaviour – Most of our contractors and tradespeople are Cantabrians and, like you, they’ve had a hard few years dealing with the stress and tensions caused by the earthquakes. We take action where their behaviour falls short of standards.

Resolving Issues

You can raise any issues in several ways:

• In the first instance talk to your Contract Supervisor or contractor.

• Email [email protected] if you would rather talk to someone else within Fletcher EQR.

• Email [email protected] if you would like to register a formal complaint.

By telephone: 03 341 9900

By post: Customer Manager Fletcher EQR PO Box 80 105 Riccarton Christchurch 8440

Fletcher EQR and EQC work together to resolve customer issues. Where it is clear your concerns can only be resolved by EQC any complaint will be referred to them to investigate.

After your repair

All queries or issues relating to a repair should be raised with Fletcher EQR during the work and for the first three months after completion. EQC will be your contact for any queries or requests for information after this.

You can email [email protected] or telephone EQC on 0800 326 243.

Issues or disputes



safe6Stay safe. Stay alive.

Falls from Height

Motor Vehicles

Confined/Restricted Spaces

Personal Threat

Electrical Danger

Asbestos Exposure

Always use specific fall prevention equipment when working at height

Stick to the road rules, drive to the conditions and always wear your seatbelt

Plan your entry and exit. Work with a mate

Don’t put yourself or others in harms way. Keep cool

Make sure of isolations before commencing any work and always use RCDs

Don’t know? Don’t touch, get advice

For more advice, visit www.safe6.co.nz


In New Zealand more injuries happen on residential building sites than any other category of construction workplace. The health and safety of everyone living in your home, and our contractors working on site, is of primary importance.

Contractors are required to develop a site-specific safety plan for each home they repair.

Any visitors to the site need to sign in and acknowledge they’ve been inducted onto the site and have been informed of hazards and the things they need to do to keep safe. A site induction is required for every visit, as the hazards change depending on what is happening during the repair work.

EQC and Fletcher EQR have developed a health and safety programme to highlight six potentially fatal risks during residential repair. Although the safe6 programme is mainly targeted at contractors and tradespeople, it also applies to homeowners.

The risks, and rules to help avoid them, will be listed on the hazard board outside your property:

• Falls from Heights

• Confined/Restricted Spaces

• Electrical Danger

• Motor Vehicles

• Personal Threat

• Asbestos Exposure

There is more information on www.safe6.co.nz. If you have any health and safety questions at the time of your repair you can raise these with your contractor or Contract Supervisor.

Health and safety


It is estimated that many thousands of homes in the Canterbury Home Repair Programme were built or renovated from the 1940s to the 1980s when asbestos was in widespread use.

Our repair teams have guidelines on how to check for asbestos, and what to do if it is found.

Asbestos is the name used for a group of natural minerals that are made up of many small fibres.

These fibres are strong and resistant to heat, fire, and wear due to friction. This made it popular in house or garage construction where it can be found in:

• Asbestos-cement cladding and roofing

• Backing material for floor tiles and vinyl

• Textured plaster ceilings and sprayed on surfaces

• Lagging for insulation around pipes and hot water cylinders

• Spouting and down-pipes

The highest risk of exposure for workers is when it is inhaled as fine dust. This can happen after cutting

or drilling through asbestos-cement sheeting, or sanding down asbestos-containing lino backing, tiles or plaster ceilings.

The Ministry of Health says the risk of developing asbestos-related diseases is very low for low-level short-term exposure in the home. This is because the risk of disease is directly related to the amount of asbestos and length of exposure. Short-term low-level exposure in the home is likely to pose negligible risk of disease. There is advice for householders on the Ministry’s website.

A 2015 review of scientific evidence relating to asbestos risk says while care should always be taken to minimise the inhalation of asbestos fibres the health risks to homeowners are generally low. It found no evidence that a single peak in exposure of the kind encountered during house maintenance or repair would have a material effect on disease risk.

The full review is available in the resources section on www.eqr.co.nz or at www.royalsociety.org.nz.

Asbestos in homes


How we deal with asbestos

Before repairs begin the contractor and Contract Supervisor will assess your property with asbestos in mind.

If it is suspected that there may be asbestos containing materials requiring repair a specialist will be arranged to take samples of the damaged area and send it to a laboratory for testing. No repair work should begin until the test results are back. You will be provided with the results of any testing.

If the tests are positive specialist contractors will remove the asbestos-containing material or extra precautions are taken where it is decided the best strategy is to enclose it.

The need for this work may delay the start of your repair. You will be consulted on the methods developed to deal with any asbestos containing materials and asked to sign an agreement to those.

If you have concerns about asbestos and believe that damage in your home should have been tested during the scope assessment and was not, please discuss this with Fletcher EQR before your repairs begin.

What about asbestos in undamaged areas of the house?

If asbestos is confirmed in earthquake-damaged areas of your property, you may want to consider having other areas of your home tested once your repair is completed. This is not covered by EQC or CHRP contractors.


Your repairs may require a building consent or may be exempt from the requirements for a building consent in accordance with the provisions of the Building Act 2004 and its amendments.

Fletcher EQR will manage this process and on your behalf will determine what is required, apply for consents, and obtain a Code Compliance certificate. It is likely that a council inspector or other professionals will visit your property during the repair to monitor compliance with various construction related codes and standards. These people should always carry identification.

Although most repairs in the Canterbury Home Repair Programme are carried out under an exemption class (i.e. exempt from a building consent), they are all still required to comply with the New Zealand Building Code (NZBC). Most of our work involves standard solutions which follow the principles of the MBIE guidelines. These standards are intended to ensure all repair work complies with the Building Code and that your home is no less compliant than it was prior to the earthquakes.

Electrical assessments

Many Christchurch homes have old electrical systems. If there are issues with the condition of wiring or electrical insulation it is important these are identified before work begins on earthquake repairs. The condition of the electrical system at a property could pose a risk to the health and safety of contractors carrying out earthquake repairs.

Some properties will require an electrical assessment by a registered electrician. This will be arranged by the Contract Supervisor or other Fletcher EQR hub staff.

Where electrical work is needed to make the property safe for the purpose of completing earthquake repairs this is the responsibility of the homeowner. Fletcher EQR will advise you of what is required and you will need to arrange the remedial work and cover the cost.

If major electrical work is needed to enable earthquake repairs to be safely completed and you are not able to or do not wish to carry out the work then the repair may be put on hold and referred to EQC for resolution.

Building consents and exemptions

After your repair / 27

After your repair

When the work is nearing or at completion, the Contract Supervisor will organise an inspection at your home with the contractor to confirm that the repairs approved by EQC have been carried out to the required standards.

The Contract Supervisor and contractor will sign a Construction Completion Inspection form. Any deferred work (e.g. a garage) will be noted on the form.

Homeowners are also invited to the Completion Inspection, or “sign-off” meeting. While it is preferred that the homeowner signs the form, it is not required.

Your concerns can be noted on the form and followed up later as part of an issue resolution process.

When is the repair complete?

28 / After your repair


If the Works Order for your repair was issued on or after January 1 2015 then changes to the Building Act mean a 12-month Defect Period applies. Contractors must remedy any proven defects that are notified within 1 year of completion.

The Defect Period begins after the completion inspection once the Contract Supervisor is satisfied with the work and issues a Practical Completion Certificate to the contractor.

During the first three months after the repairs have been completed please contact Fletcher EQR if you wish to raise any defect issues.

After three months EQC should be your main contact.

Any deferred works will also be subject to the Defect Period which begins once they are completed by the contractor.

Defects do not include fair wear and tear. If aftershocks or land settling cause new damage in areas that have been repaired you should lodge a new claim with EQC.

What warranties apply?

Most building work in the Canterbury Home Repair Programme will also be covered by the implied warranties in the Building Act.

These warranties include that the work will be carried out with reasonable care and skill, and will comply with all laws and legal requirements including the Building Act 2004. Homeowners will receive the benefit of these warranties from the contractor doing the work.

Remedial work

It is not unusual after any building work for there to be minor defects or issues requiring attention.

Generally there is a very high satisfaction rate with the quality of work carried out in the Canterbury Home Repair Programme but if issues develop we are committed to resolving these with you. Fletcher EQR and EQC will work with you and the contractor to ensure any post repair queries or workmanship issues are addressed.

Defect period

30 / After your repair

For the first three months after a repair: You should contact Fletcher EQR providing details of the repair address, your claim number and a brief description of the matters requiring attention.

After three months: EQC should be your main contact for any queries or issues arising from the repair work.

If it is decided new repair work or remedial work is required you will be sent an Agreement of Works form which outlines what is proposed. Remedial work may be assigned to a new contractor in certain cases. Another option open to EQC is a cash settlement.

EQC Insurance Excess

Once your repair is complete an excess will generally be payable for each of the claims that were lodged with EQC, as required by the EQC Act 1993. The excess for your home repair will be:

• 1% of the total repair cost for claims over $20,000.

• $200 for claims of $20,000 or less.

EQC will know the exact cost of the repair once it is complete and will send you an excess information pack and invoice. You can find more

information about this on the EQC website http://www.eqc.govt.nz/chrpexcess.

Repair Documentation

You can request a copy of the initial EQC assessment of damage to your home.

After the scope meeting you will be provided with the Scope of Works which details the earthquake damage that will be repaired, and the associated repair strategies. It forms the basis for the Works Order that is issued to the accredited contractor.

You are also able to have copies of any engineering reports that were prepared for your repair. You can request these at any time from Fletcher EQR or EQC.

Once your repair is complete you will be sent out a copy of the Construction Completion form that confirms the earthquake repairs have been carried out.

Feedback

You can provide feedback on your completed repair via a feedback section on www.eqr.co.nz or call us on 03 341 9900 if you would like the relevant form to be sent to you.

CONTACT INFORMATION

Fletcher EQR

Central Hub 7 Deans Avenue Riccarton, Christchurch

PO Box 80 105, Riccarton, Christchurch

Customer Queries 03 341 9900 [email protected] Website: www.eqr.co.nz Facebook: www.facebook.com/fletchereqr

EQC 0800 DAMAGE (0800 326 243) [email protected] www.eqc.govt.nz

OTHER USEFUL CONTACTS

Canterbury Earthquake Temporary Accommodation Service: www.quakeaccommodation.govt.nz 0800 673 227

Building & Housing Information: www.mbie.govt.nz

Canterbury Earthquake Recovery Authority: www.cera.govt.nz 0800 7464 2372 http://intheknow.org.nz

General Rebuild and Land Information: http://canterburyresidentialrebuild.govt.nz

NETWORK AND SUPPORT CONTACTS

Earthquake Support Coordination Service (ESCS) Free and confidential support 0800 673 227

Residential Advisory Service: www.advisory.org.nz 0800 777 299

Canterbury Communities’ Earthquake Recovery Network: www.cancern.org.nz

June 2015

customer guide to the canterbury home repair programme - earthquake … · 2015. 7. 1. · repair...

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