Providing New Home Builders
a Complete Customer Care
and Warranty Department

Our Services

Pre-Delivery Solutions

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Client Partnering

PHWS becomes an extension of your company. Together we will establish and implement the best business practices to advance your company to a new level of customer care.

Pre-Delivery Functionality Review

Functionality reviews can have a huge impact on your bottom line, saving your company time and money. PHWS operates and reviews all functional features, providing an electronic punchlist of all non-performing issues. We can work with your project superintendent to create work orders, schedule trade partners and more. Upon final notification, we re-inspect all functional items to make certain the final product is ready to deliver to your customer.

Our ultimate goal is to assure fewer callback issues and leave you with happier customers.

Pre-Delivery Aesthetic Review

The final aesthetic review will ensure that your buyer has a positive experience when they receive their new home. A properly delivered home means satisfied customers and fewer callback issues in the future.

PHWS will review each home to verify the final finishes are ready to be presented to the buyer. We can also work with your project superintendent, providing the appropriate work orders so that each trade contractor understands exactly what needs to be accomplished. Once the completion of all fit and finish issues is confirmed, we are ready to present the final product to your buyer.

Unit Acceptance Review

PHWS walks units with the construction department for turnover purposes, creating a higher level of accountability when accepting units from construction.

Post-Delivery Solutions

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New Home Orientation

The new home orientation is another opportunity to explain your post-sale customer care and warranty program in detail to the customer, delivering all appropriate materials. During the orientation, PHWS will reiterate and reinforce what they can expect in terms of customer care and warranty after they have moved in. We provide the industry’s most comprehensive new home orientation documentation and technology infrastructure, including electronically logging all buyer orientation issues.

First-Year Warranty Management

PHWS administers warranty term inspections during the first year of the post-sale customer care and warranty period. Buyers have unlimited access to PHWS customer care, which includes 24-hour emergency services.

When you partner with PHWS, you get a complete third-party, post-sale customer care and warranty callback infrastructure. Each community is assigned a Manager of Builder Services and Manager of Administration, which effectively become your full-time customer care and warranty staff. We receive all of your customer care calls, perform all customer care visits and manage trade contractors and outside resources, utilizing our leading customer care and warranty tracking database and technologies.

Long-Term Customer Care

Every builder has learned the hard way that the number one cause of defect litigation is poor customer care and warranty callback response. With PHWS’ long-term care, you can prevent future issues through clear and responsive notification. We’ll give you sound peace of mind through the completion of your specific state’s statute of repose, whatever it may be.

Customer Care Timeline

1. Client Partnering

New Homebuyer
New Homebuyer
By providing a third party environment for both you and your new home builder to work with, PHWS will reinforce the expedited follow-through of your home warranty and customer service needs.
New Home Builder
New Home Builder
PHWS supports the most important part of your business, your customers. PHWS becomes an extension of your ongoing operations and supports your ability to deliver an exceptional customer experience.
Subcontractor
Subcontractor
Having a third party review and determine the proper warranty status and customer care response helps subcontractors meet their specific obligations to the homebuyer and homebuilder.

2. Pre-Delivery F & A

New Homebuyer
New Homebuyer
Ask your sales representative if PHWS performed an F & A review of your home. Your home builder's goal is to deliver a completed home with an exceptional experience. The PHWS F & A process, performed at the right time, can help make sure your home is ready when the day your orientation to your new home arrives.
New Home Builder
New Home Builder
Every new home builder recognizes the value and benefit of a new home delivery with as few punchlist items, related to the aesthetic and functional features of a home, as possible. High orientation and delivery punchlists from your customers impact the final delivery and move-in experience. The PHWS F & A program helps your superintendent build and finish a better home.
Subcontractor
Subcontractor
PHWS assists your client's superintendent and / or builder to identify a final new home prep and detail list during the final steps of delivery and building commissioning. This allows you, the subcontractor, to get ahead of your final obligations prior to a new homebuyer closing escrow and taking occupancy of their home.

3. Luxury Urban High-Rise and Condominium Communities

Not only is the F & A process important to your new condo closing process, but it can also help make sure your general contractor has assisted you in achieving an exceptional new condo delivery program.

4. New Homebuyer Manuals

New homebuyer manuals are an integral part of establishing new homebuyer customer care and warranty callback expectations.  Providing information and education to your customers early is key to a better home buying experience. Ask PHWS for a referral to the industries top manual producers.

5. First Year Customer Care and Warranty Management Service… The Fit and Finish Experience

New Homebuyer
New Homebuyer
The PHWS primary goal is to help you, the new homebuyer, understand your customer care and warranty callback program. Buying a home should be a wonderful experience. However, it also comes with some challenging decisions and personal responsibility. Once you close escrow, PHWS is there to explain and reinforce the expectations your new home sales professional established with you when you chose to buy a home from your builder.
New Home Builder
New Home Builder
Your brand is important to you. Your homebuyer chose to purchase a home from you for many reasons. PHWS recognizes builders want their customers to be happy with that choice and maintain the trust their customers have placed in them. PHWS can help you meet and exceed those goals. We provide a complete infrastructure to support all the expectations and goals along with obligations your company is committed to pre and post delivery through the entire 10 year statute of repose.
Subcontractor
Subcontractor
Repeated callbacks are a reflection of your work and the builder's quality. When a customer has a callback, PHWS is there to verify it is something for which you, as the subcontractor, are responsible. When you receive a work order from PHWS you should know it has been reviewed with the builder and approved as either warranty or a customer care request. PHWS takes the time before calling you to review and establish expectations with the new homebuyer.

6. Long Term Customer Care

New Homebuyer
New Homebuyer
New home construction standards have come a long way. It is rare that construction standards not identified during the first year of living in your home ever become a problem for you outside of your maintenance and homeownership responsibilities. That said, when there is a question, concern or issue you want to report to your builder, PHWS will be there to assist you. Ask PHWS or your builder if PHWS services are available to you in years 2-10.
New Home Builder
New Home Builder
With new home building standards, it is rare a new homebuyer runs into concerns or problems not previously identified during the first year fit and finish warranty period. However, when your customer does have a problem, question or concern, you want to make sure you always have the ability to respond and satisfy your customers' questions or your obligations. PHWS provides a complete infrastructure to meet your insurance and long-term customer service commitments.
Subcontractor
Subcontractor
It is rare that something which was not identified in the first year fit and finish period is going to be a problem for a new homebuyer in years 2-10. However, when there is, you need to know about it and have the opportunity to respond quickly. PHWS helps clarify problems, questions and concerns new homebuyers might have about the performance standards of your work during years 2-10 warranty. PHWS helps new homebuyers, builders and their subcontractors work together to resolve these issues.

Technology

24 / 7 Access

Access to your buyer/customer information 24/7 with separate portals for homeowners & vendors.

Mobile Friendly

Be more productive in the field when managing, scheduling and completing work orders, quality assurance, and quality control walkthroughs.

PHWS has partnered with the technology firm Service Software, LLC, a like-minded group helping us deliver the specialized software products beneficial to our industry. Working together, we combined each company’s individual expertise to develop a punchlist management software application. This software allows us to serve our growing list of clients efficiently and cost-effectively.

Punchlist Manager

Customizable

Create customizable quality control checklists, complete them on your phone. Centralized storage for documents, pictures, videos, & notes.

Automated

Automated alerts and notifications. Rate your vendors on work order performance. Detailed scheduling, reporting & more.