Apartment Rectifications

Mosaic Construction engages many different trades as subcontractors to complete their works within your apartment i.e. electricians, joinery installers, plumbers, painters etc.

Once they have completed their scope of works within the building, they will proceed to their next contract or job. Under their contract with Mosaic Construction they are obligated to return and fix any identified defects or rectification items and we manage those relationships to have items rectified as promptly and efficiently as possible.

The most streamlined and least disruptive approach to managing rectifications across the building is to have trades attend to non-urgent items in a bulk rectification day or series of days.

If you identify any concerns following settlement, please assemble and send us a single list as soon as possible, within 7 days of settlement.

Agreed rectification items across the building will be compiled and we will coordinate the relevant trades to return.

Typically we will request access for the full day/s and a member of our team can provide supervised access of any works should you not be in attendance and are happy for them to do so.

We will endeavour to close out your items within 60 days of agreement of your rectification list. This timeframe is on the basis that you have supplied your list of items within a week of settlement.

Items raised after this period may take longer to resolve, especially where multiple trades need to be coordinated. Should we anticipate any items taking longer than this timeframe (for instance due to supply delays or significant labour shortages), we will keep you updated.

Items that are urgent or affect the liveability of your apartment will be escalated for attention, with the timeframes determined and communicated on a case-by-case basis.

All rectification items are to be submitted through the Mosaic DLP Rectification Submission Form here.

As part of your submission, please ensure clear photos are provided for each item. They should demonstrate the following:

• Photo 1 – Item close-up, in detail and in focus
• Photo 2 – Item in context, showing us where the item is located within your apartment

These actions will greatly help with expediting the process of review and rectification.

Please note rectification items will not be accepted by phone or by word of mouth.  Please also do not raise non-urgent items directly with trades, the onsite caretaker, or other Mosaic representatives. Items must be submitted via the above process or we cannot ensure your concerns are appropriately remedied.

Following receipt of your submission, we will review and provide formal confirmation of the agreed rectification items within 2 weeks. If required, we will arrange a suitable time for one of our team members to assess the issue(s) in person.

Please keep in mind that we may arrange access to conduct rectification works before we issue you a formal response for your full list, due to the higher trade availability during the initial weeks following settlement.

All items agreed to be rectified and raised within the first week post settlement will be attended to within 60 days of agreement of your rectification list.

Before Raising Rectification Items

Please keep in mind that your pre-settlement inspection was your main opportunity to advise of any cosmetic concerns. Once you have taken possession and moved in, any scratches or marks on walls/floors/other surfaces are very unlikely to be considered a rectification item.

As a general note, design elements within your apartment that you like or dislike are not considered a rectification item (also known within the industry as ‘defects’).  Rectifications relate to damage or a blemish in the finish, except where it is due to natural variation within an organic product like timber or natural stone.

Functionality issues (for instance a faulty appliance) are considered a rectification item.

There are Australian Standards and other building codes/tolerances that are applicable when assessing items raised.

For appliance and air-conditioning issues, there will be a slightly different process for arranging rectification.

For the first six weeks following your move-in, please raise any operational issues with us via the Mosaic DLP Rectification Submission Form here.

Beyond this period, we have supplied the details for the respective suppliers/installers for you to contact directly. As there is usually some specialist troubleshooting required, your concerns will be most efficiently addressed if you report the issue directly with the relevant company.

Please feel free to keep Mosaic Rectifications copied into any correspondence, as that will allow us to have some oversight of any issues that arise.

Your appliances have been supplied by Harvey Norman Commercial.

In the event of an appliance malfunction where the issue cannot be resolved, please observe the following contact protocol.

• In the first 6 weeks following your move-in, please submit the issue via the Mosaic DLP Rectification Submission Form here, whereupon we will coordinate rectification or repair on your behalf.
• Following this period, please contact Harvey Norman or Miele on the details below, or the manufacturer directly (warranty details can be found here).

Contact Details

Harvey Norman Commercial

07 3297 3751

stapylton.service@au.harveynorman.com

Miele

1300 464 353 | www.miele.com.au

Please reference your apartment number followed by the address details: Kensington, 36 Sylvan Rd, Toowong.

You may also be asked to provide the relevant warranty letter included on both the Mosaic Bespoke Living App and here.

Your aircon system has been installed by Ridge Air.

Please refer to the user manual provided on both the Mosaic Bespoke Living App.

In the event of any malfunction, or should you have queries that are not addressed by the user manual, please observe the following contact protocol.

• In the first 6 weeks following your move-in, please submit the issue via the Mosaic DLP Rectification Submission Form here, whereupon we will coordinate rectification or repair on your behalf.
• Following this period, please contact Ridge Air on the details below.

Contact Details:

Servicing at Ridge Air

07 3205 6044 | servicing@ridgeair.com.au

Please ensure you keep up to date with maintenance of your air-conditioning system, as per the recommended guidelines in your manual.

Prior to reporting any issues, please ensure all systems have been operated correctly and checked for abnormalities, as call out fees may be charged for user errors or if the issue has arisen due to lack of maintenance.

Ridge Air will be operating an annual maintenance program for Kensington apartments in which they will send through reminders for regular servicing. In light of conducting bulk maintenance across the building, they will be able to offer a discounted rate to owners that wish to take up this service. If you would like to opt into this program, please advise Ridge Air on the above details.

If you experience urgent apartment related issues such as lock outs, electrical faults, blocked drains, hot water issues or leaks, you are encouraged to engage the below recommended trades in the first instance.

Please note you may be liable for a call out charge if it relates to an issue you have caused, such as being locked out or a drain blockage due to lack of maintenance.

To report any apartment or common area emergencies likely to cause injury or damage to property:

• 1300 187 024     During business hours (8.30am – 5pm, Monday – Friday)
• 0455 346 452     Outside of business hours

Within the 12-month defect liability period, please also email rectifications@mosaicproperty.com.au at your earliest opportunity to advise of the situation.

As part of Mosaic’s Quality Assurance, we extend to purchasers a 12-month builder’s defect liability period (DLP), which will end on 2 May 2024.

Following this time, you will need to raise any issues with the individual supplier or contractor under their warranty process (if applicable) or coordinate repair with another tradesperson as a general wear and tear item.

To assist, we have included the original supplier and installer details in Section 7 of this Handbook.

Should you have further questions or issues in relation to your apartment, you will need to contact the Body Corporate Strata Manager who will be able to provide her feedback and/or advise next steps accordingly.

Jodie Kay – Stratacare

07 3435 5334 | Jodie.Kay@stratacare.com.au