Last week, we spoke to Aftersales Manager Helen Blackburn, finding out how the team at HomeEspaña support our clients once they’ve found their property in Spain and had an offer accepted. Our Aftersales team are the key personnel ensuring all goes smoothly and your new home is ready when you want to use it. You can read that article by clicking here.
In Part 2, we meet Emma Freeman, our primary Aftersales contact for clients who buy a new-build property.
Buying off-plan / new-build has become more popular over recent years, as developers build modern, energy-efficient homes with resort-style living and on-site amenities. Yet, as you’re often buying off-plan, often with several months wait while the build is completed, and decisions to be made along the way, it really is vital to have someone like Emma working alongside you to make sure all goes smoothly! Let’s find out more…
Emma has been with HomeEspaña for 10 years and is based in Los Dolses, but travels to many new developments all over the Costa Blanca and Costa Cálida (Murcia Region).
My family moved to the southern Costa Blanca from Kent when I was a child. I was brought up and went to school here, and have remained ever since! I gained lots of experience working in Aftersales for other companies before joining HomeEspaña.
When a client purchases a new-build property with us, it really is vital to have that crucial middleperson between the client and the builder. I act as the buyer’s eyes and ears in Spain, and I liaise with the builder on their behalf.
It means I can monitor the construction progress and check the client is being looked after. Most builders appreciate the role we play, as we take the pressure off them needing to deal with clients directly!
From my experience, the level of interaction I have with builders is one of the key benefits we offer compared to our competitors.
Like with resale purchases, I first meet clients when they sign the reservation deposit. I then liaise with the builders and send them all the necessary information required to organise the sales contract. Granting power of attorney is especially important with new-build. The nature of this type of purchase means you’re not certain the exact date of completion. Having a local solicitor available makes organising things easier.
If buying a new apartment within a block, then health and safety reasons rules mean it’s not possible to visit the construction site until near completion. So, I send clients exterior photos every couple of months.
In the meantime, I start organising the internal fittings and any requested extras. I get all the necessary info and liaise between the client and builder, translating into English where necessary. Some clients do this in person, either after signing the reservation contract or they make a special trip back to Spain.
A few months before scheduled completion, I advise clients to come over to choose furniture. We work closely with furniture stores in Torrevieja and Calpe and I’ll happily go with clients and help them place an order. When the time comes, I start getting everything ready for completion, which includes liaising with the client and their solicitor over the transfer of funds.
The process is more involved for clients buying a plot-and-build villa. I visit the site every few weeks, meeting the builders and architects and checking everything is in line with the contracted plans. When clients come out mid-build, we meet at the site and discuss progress and any potential alterations they might want.
Clients buying new for the first time can’t always visualise things. Thanks to my experience, there’s not much I haven’t seen before, so I am more than happy to assist. I’ll also take clients to choose all their fixtures and fittings, such as their kitchen, tiles and bathrooms.
Yes. Firstly, we only work with builders who protect their buyers’ funds during construction. During the build period, I liaise with our client’s solicitor and check payments are up to date and crucially that the builder is issuing bank guarantees. Some smaller builders don’t offer guarantees, in which case we insist payments are deposited in a solicitor’s escrow account.
Yes. Snagging is one of the most valuable things I do. Typically, this happens a couple of weeks before the agreed completion date. I’ll visit the new apartment, do a thorough snagging list and instruct the builder to put everything right before completion.
We usually recommend clients come over about a week or ten days after completion. This gives us time to arrange the connection of the utilities which can only be done once the deeds have been signed. It also gives me time to organise the installation of any furniture the client has ordered. We also assist with internet installations, Alarms, House insurance, you name it we can do it! Everything is then ready for the client to start using their property. I usually meet them at the property with the keys and welcome them in.
I get people calling me a year or two down the line! They might need a plumber, electrician or pool cleaner, or want a burglar alarm fitted. New properties come with a 10-year structural and three-year hidden defect guarantee. New appliances have a three-year warranty. Even if there is a problem that the builder is obliged to address, we prefer the client to come back to us and let us handle it for them.
Thank you Emma, and wow, that’s an awful lot of additional support and care!
If you’re thinking of buying a new-build property in the Costa Blanca – and you want Emma looking out for your interests – please browse our website and get in touch with your requirements.
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