Fletcher EQR will repair the earthquake damage to your home on a like-for-like basis meeting relevant building codes and statutory requirements. This will involve a range of processes depending on individual circumstances, including:

• Screening contractors and suppliers to ensure quality standards can be met;
• Negotiating reasonable rates with contractors, based on an assessment of market conditions;
• Obtaining any expert advice required from engineers, architects, designers and other consultants;
• Managing contractors and their scopes of work;
• Compliance with the building code and consenting requirements, and obtaining code compliance certificates for the work where required by building consents;
• Quality assurance to ensure works and materials meet required standards;
• Programming contractors, consultants and procurement to complete repairs in a timely fashion;
• Paying contractors, suppliers and consultants on behalf of EQC.

• EQC staff visit each property reported as having sustained earthquake damage. An initial assessment is carried out and agreed with the homeowner, a descriptive list of the damage is recorded and a claim file is established. After processing by EQC, the claim is issued to Fletcher EQR.
• Claims are allocated to a Hub office, and a Contract Supervisor is allocated to your claim. Fletcher EQR performs preliminary checks, and then a Fletcher EQR Contract Supervisor contacts each homeowner to arrange a property visit to confirm the scope of your repairs. Various other matters relating to the repair work are also discussed and noted, including any building consents required, health and safety requirements and any other practical aspects of work with you.
• Following these visits the Fletcher EQR team and the appointed contractor generate building consents (if required) and documentation suitable for pricing and construction purposes. The homeowner is informed of the proposed timing and duration of Fletcher EQR activities on the property.
• The EQR team also discusses the logistics of the repair work with the homeowner. If significant works are required, these might include temporary security provisions or even the need to vacate the premises while the work is undertaken. There will be information available to homeowners to assist in this process if required.
• Work starts on the repair or rebuild. During the repair work any issues and concerns can be raised with the Contract Supervisor.
• On conclusion, Fletcher EQR Contract Supervisor carries out a final inspection and confirms that the work has been carried out satisfactorily.

Before your repair work gets under way a Fletcher EQR team will visit you to confirm the scope of your repairs and discuss other practical aspects of the work with you, including:

• The timing and duration;
• Access to the property;
• Hours of work;
• Any requirement for temporary security provisions;
• Any need to vacate the premises while work is under way;
• Insurances — it is important you notify your insurers that Fletcher EQR will be starting work on your propery;
• Any hazards or other issues at your property that you are aware of (for example, asbestos or weather resistance issues that are not earthquake related);
• Health and safety requirements;
• Any accessibility features or modifications at the property;
• The code of conduct for all Fletcher EQR representatives, contractors and their staff;
• The process for building consents, if these are required;
• Any historical classification that applies to the building;
• Your options under the Chimney Replacement Programme;
• Any earthquake damage not listed on the Statement of Claim during the EQC assessment of your property;
• Any other information you or the contractor wishes to record at this time;
• Any questions or concerns you might have on the process;
• Your ongoing communication with Fletcher EQR.

We may document some or all of this discussion, provide you with a copy, and ask you to sign another copy to confirm your agreement with these matters.

The Contracts Supervisor will oversee all works undertaken by the appointed contractor and will be the first point of contact for any issues or queries.

An accreditation process has been established to validate the qualifications and experience of contractors employed to do the work. Those with recognised industry accreditation (such as Master Builders, Certified Builders or Licensed Building Practitioners) are given priority in the accreditation process.

Should you be dissatisfied with any aspect of the repair work, including final sign-off, the matter should be taken up with the Contract Supervisor, who will involve other Fletcher EQR personnel if required.

Fletcher EQR endeavours to provide all homeowners with a high level of service, but should a problem occur or should you be unhappy with Fletcher EQR's service, we would like to hear from you.

Complaints about any aspect of our dealings with you can be made through our Central Office by phoning +64 3 341 9900, by emailing queries@eqr.co.nz, online by clicking here, or by writing to us:

Complaints Officer
Earthquake Recovery
PO Box 80105
Riccarton
Christchurch, 8440
New Zealand