PROCESSES FOR

CUSTOMER CARE DEPARTMENT, MAINTENANCE DEPARTMENT & BACK OFFICE CO-ORDINATION

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INDEX
Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Page No. 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28

Contents
BOOKING STAGE WELCOME LETTER FORMAT GREETINGS FOR THE CLIENT KYC FORM FORMAT CUSTOMER FEEDBACK FORM ON ALLOTMENT WORK UPDATE AND DEMAND LETTERS PROCEDURE TO BE FOLLOWED BY THE COMPANY AND CLIENT BEFORE TAKING FLAT FOR INTERIOR WORK CLIENTS REQUEST LETTER TO DO INTERIOR WORK FORMAT OF BUILDERS TERMS AND CONDITIONS FOR AUTHORIZING CLIENT TO TAKE FLAT FOR INTERIOR WORK BEFORE OC DECLARATION CUM UNDERTAKING FORMAT FOR DOING INTERIOR WORK EXTRA AMENITIES CUSTOMER FEEDBACK FORM ON COMPLETION OF RCC SIGNATURE ON LETTERS KEY LETTER AND CHECKLIST SUGGESTION AND FEEDBACK FORMAT AT THE TIME OF POSSESSION COMPLAINTS PROCEDURE TO RESOLVE CUSTOMER COMPLAIN BY MAINTENANCE TEAM CUSTOMER FEEDBACK FORM FOR MAINTENANCE RUNNING PROJECT MAINTENANCE AGENCY RELATED COMPLAIN PERMISSION TO USE COMMON AREA FORMAT OF REQUEST LETTER TO USE COMMON AREA SOCIETY FORMATION FEEDBACK BEFORE SOCIETY HANDOVER NOTICE TO CO-OPERATE FOR SOCIETY FORMATION CHECKING BY MAINTENANCE TEAM AFTER COMPLETION OF PROJECT BY CONTRACTORS SUMMARY

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BOOKING STAGE

Accounts department will send an email confirming that we are issuing allotment letter to the client. On receipt of the mail the CRM will courier welcome letter to the client which will also mention that the client can collect the allotment letter incase if the same is not collected on taking prior appointment only. The back office once the allotment letter is ready will hand over the letter to CRM. The client will come to head office meet CRM. The KYC form and the first feedback form which will have feedback of the service rendered by the sales team will be filled by the client. The allotment letter will be handed over to the client. The acknowledged copy of the same will be handed over to back office by CRM. The KYC forms will be maintained by CRM and a soft copy of the same will be updated for records. The feedback form will be handed over to the sales team as the same will have references given by the client. The sales team after capturing the data will keep the feedback for filing in respective clients file.

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WECOME LETTER FORMAT

Ref. No.: Date: To, On behalf of Swaraj family Id like to take this opportunity to welcome you as a new customer At Swaraj we pride ourselves on offering our customer responsive, competent & excellent service. Our customers are the most important part of our business and we ensure your complete satisfaction now & for as long as you is a customer. I am happy to inform you that our team is always there to help you with any query and I encourage you to share your feedback & comment with us at various stages. Our regular business hours are 9.30am to 6.00pm. For any payment related queries kindly feel free to call Mr.______________________ on Phone no: 02241422222 his ext no. ______OR Email on ________________________ For any complains feel free to call our customer relation manager Ms.______________________ on Phone no: 022-41422222 her ext no. ______OR Email on ________________________ Our Fax no is 27650303. Kindly collect your allotment letter on prior appointment with Customer Relation Manager, Ms _____________________. Kindly ignore if you have collected the same. Thank you once again for your association with Swaraj. We will be honored to serve you. Regards, For (Company name) _______________________ Customer Relation Manager

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GREETINGS FOR THE CLIENT

The CRM team will maintain data (once team selected) of the clients, their birthdays and anniversaries.

Greetings will be mailed to the clients on their birthdays, anniversaries and festivals. This will help in having a healthy relation with the client.

This process can be followed for comparatively new projects (will have to decide on the projects for which it will be feasible to do so)

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KYC FORM FORMAT

Date: Name/s 1) _______________________________________________________________ 2) _______________________________________________________________ Contact details (1) : Cell no. : Email address: Residence: ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ Date of Birth: Contact details (2) : Cell no. : Email address: Residence: ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ Date of Birth: Reference from : ___________________ Anniversary: __________________ ___________________ Anniversary: __________________

__________________________________________________________

REFERENCES, IF ANY : Sr. No. Name

Contact No.

Email ID

Client signature:

__________________________ Thank you for your valuable time !

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CUSTOMER FEEDBACK FORM ON ALLOTMENT Date: ______________ We appreciate your association with Swaraj. To serve you better we would be happy to receive your feedback and suggestions about our product and service. Name of the client: __________________________________________________________________ Project Name: ______________________________________ 1) How did you come to know about our company and project? NEWSPAPERS HOARDING WEBSITE SMS REFERENCES EVENTS BROKERS OTHERS Flat no.: _________

2) How would you rate the advice, information & services at the time of booking given to you by our Sales team? EXCELLENT VERY GOOD GOOD SATISFATORY POOR

3) How reasonable do you find our costs and rates to be? EXCELLENT VERY GOOD GOOD SATISFATORY POOR

4) How willing are you to recommend our company to others? VERY WILLING WILLING NEUTRAL UNWILLING VERY UNWILLING

5) Kindly note down your valuable suggestions if any

Thank you for giving us your valuable time and feedback. Your feedback is important to us.

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WORK UPDATE AND DEMAND LETTERS

The work update with architect letter supporting the same will be sent to back office by site head and the intimation of the same will be given to CRM Demand letters will be raised and the same will be couriered to the clients by back office and collection will be done by back office 6 monthly maintenance where ever applicable will be collected by the back office and receipt will be issued for the same. The key letter data and the possession letter date will be provided by CRM to back office The data of maintenance received and the key dates will be maintained by the back office. This data thus maintained and consolidated will be provided to accounts at the time of society handover by the back office. Follow up with the clients who have not taken the physical possession of the flat within the stipulated period of time will be done by the back office. A report will be prepared of the clients who are not reverting for payment at the stage of possession and the same to be marked to CRM &management.(repeatedly followed up client data only) The management will take decision on the same

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PROCEDURE TO BE FOLLOWED BY THE COMPANY AND CLIENT BEFORE TAKING FLAT FOR INTERIOR WORK
The client will express his desire to do the interior of his flat by email or letter to customer care. CRM will check with site in charge if the flat can be given for interiors. Once site in charge approves the same, follow up will be done with back office to assure that clients dues are clear After confirming the details with back office CRM will take approval of the management Once it is confirmed with the management the CRM will inform the client of the same. There will be three documents that will have to be signed and exchanged between the client and builder. The client will sign a request letter for interior work in a prescribed format prepared by the CRM. On receipt of the letter the builder will give a letter granting permission to carry on interior work under certain terms and conditions. A declaration cum undertaking will be signed by the client where in he will have to agree to certain terms and conditions and he will have to deposit a fixed amount decided by the management as a security to do interior work. Once the deposit amount is credited in companies account the client will get his flat to do interior work. In case of violation of any terms and conditions or any damage to the structure the company will be authorized to take necessary action against the client. Necessary checks will be done by the maintenance team from time to time The report if any on the same will be sent to the CRM.

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CLIENTS REQUEST LETTER TO DO INTERIOR WORK

From: ___________________________ ___________________________ ___________________________ To, ___________________________ ___________________________ ___________________________ Dear Sir, Sub: No Objection for Furniture/Interior work in Flat No. ____________, on the __________ Floor in the building SWARAJ ________, ____________, Navi Mumbai (Said Flat). By an Agreement for sale dated ________________________, (duly registered) with you, I have agreed to purchase the above said flat on ownership basis. I have taken the inspection of the said flat and I confirm that I am fully satisfied with the construction, workmanship, area, specification; amenities etc. and I have found the same in order and in accordance with the Agreement for Sale, dated _________________________. I do not have any complaints and/or any grievances, claims or demands whatsoever in respect of the said flat. However, I wish to carry out the furniture/Interior decoration in my said flat and I therefore kindly request you to issue / give me the temporary / furniture possession of the said flat from _________________to ___________________________for the period of _____________ month. I hereby undertake to keep you indemnified from any losses, damages etc. cause or caused to be done to the said flat during the period of interior / furniture work and other works to be carried out by me at my cost in the said flat and I will be solely responsible for all acts of omission and commission and shall be fully liable and responsible to meet and discharge all consequences in respect thereof. I and my workmen or agents shall not work or cause the work to be carried on between 6.30pm to 9am in the premises and shall carry out work without causing any nuisance to the residents in other flat/s. Thanking You,

Yours faithfully,

_____________________________ (Purchaser)

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FORMAT OF BUILDERS TERMS AND CONDITIONS FOR AUTHORIZING CLIENT TO TAKE FLAT FOR INTERIOR WORK BEFORE OC
Date: To, Dear Sir, Sub.: Interior work at Flat no._____ at our building project Swaraj ______________ Plot No_______________________________, Navi Mumbai. With reference to your request, we would inform you that you can do the interiors in the flat no.______ at the ____________________________________________ floor of the said project, subject to following conditions: 1. 2. You will not occupy the flat till the OC (Occupancy Certificate) is issued by the Competent Authority and all other legal formalities are completed, You will make full and final payment in respect of the said flat before starting the interior work including payment in respect of development charges, & maintenance charges as informed to you along with relevant charges if any. No Civil Work will be allowed. No structural changes shall be done nor will you /your workers touch RCC work. The work can be done only in respect of interior work to be carried out in the said flat, and not at any other area, and the same can be done during 10 am to 6 pm. In case of thefts we are not responsible. Your labour shall not use toilets at the premises. Charges for electricity and water use for the said interior work shall be payable by you. The workers and other persons of yours or your contractor, who will be doing the said work, shall do the same at your risk and liability and we will not be responsible for any damage, accident or liability arising out of any type of incidence at the site due to your work. Your worker/your contractors worker shall do the work under the guidance of our site in charge and they shall follow his guidelines in respect of entry, lift usage, timing /safety etc., and ensure that there is no damage to the structure or to any other premises of the said project. In case of any damage you will have to reimburse the cost of the same to us. You will ensure that your contractor or workers are doing the work by following the applicable acts/rules/regulations.

3.

4. 5. 6. 7.

8.

9.

Please confirm above and sign on the duplicate copy of this letter as a token of acceptance. Thanking you, Yours faithfully, M/s __________________________ (Authorized Signatory)

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DECLARATION CUM UNDERTAKING FORMAT FOR DOING INTERIOR WORK

THIS Declaration-Cum-Undertaking executed at Mumbai, this ____ day of September, 20__ BY_____________ Mr./Mrs./Miss._______________ residing at ______________________________________________ do hereby solemnly declare and state as under as follows:I say that I have purchased the Flat No. __________(address) situated at _____________ and hereby undertake and declare that while carrying out any addition or alteration work or any interior work I will maintain the front elevation of the flat in the same form as constructed by the developer and shall not at any time alter/modify the said elevation in any manner whatsoever. That I will not carry out any structural modifications, additions and/or alterations whatsoever and will not put up any construction of any nature in the said common areas and facilities and/or limited conmen areas and facilities without the prior consent in writing from the Developer and the requisite permissions if any, from the NMMC and/or other concerned body authority. That If despite the giving undertaking as above, at any time I altered the premises in any manner whatsoever, without the prior written consent of the Developer or carried out any activities specified above, then and in such event the Developer shall be entitle to prevent/stop/restrain me from carrying out the aforesaid additions, alterations and/or activities and further the Developer shall also be entitle to demolish the alterations carried out by me and restore the elevation of the building and the common area and facilities to its original state . All this will be at my risk and cost. I also undertake that I alone will be responsible for all the consequences (both civil & criminal) resulting from changing the elevation (font, side and rear) of the said premises and/or carrying out all or any of the activities referred to above. While making any interior work I will take prior consent in writing from the Developer. And will deposit the sum of Rs. __________ as ___________with the Developer without any interest. That I will not any objection if any cost / miscellaneous expenses are deducted from the money deposited to the Developer. That interior work shall be carried out with the diligent and proper care without causing any damage or loss to any other flat holder of the building. That this Declaration-cum-Indemnity and Release is irrevocable and shall be absolutely binding on me. I solemnly state and declare that this Declaration is not being made or executed by reasons of any persuasive or coercive statement or under the influence whatsoever by anyone. Solemnly declared at Mumbai by the ) Mr/Mrs./Miss___________________________) DATE: PLACE:

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EXTRA AMENITIES
Client will give request for extra amenities if any required. The request will be in written either email or letter. On receipt of the request CRM will co-ordinate with Site in charge by mail to know if the request is feasible Once the site in charge confirms that it can be provided as per clients request he will give quotation of the same in email. The site in charge will work on the request which is within his scope. The approval for extra amenities which is not in the scope of site in charge will be taken by him from the CEO. The decision and quotation of the same will be informed to the CRM by mail. CRM will communicate the decision to the client. If the client agrees to the same the request can be processed. Payment if any needs, to be collected from the client before taking action on the request. In case of a raw flat request client will have to sign a bond with terms and conditions, confirming he received a refund cheque on the same.

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CUSTOMER FEEDBACK FORM ON COMPLETION OF RCC

DATE: To,

Dear Sir, 1) You are valuable client and at this stage we would like to take your valuable feedback and suggestion on our services? EXCELLENT VERY GOOD GOOD SATISFATORY POOR

2) How was your registration experience? EXCELLENT VERY GOOD GOOD SATISFATORY POOR

3) Do you get demand letter on time? ALWAYS OFTEN SOMETIMES NEVER

4) Do you receive your receipts on time? EXCELLENT VERY GOOD GOOD SATISFATORY POOR

5) How was your experience with customer care department? EXCELLENT VERY GOOD GOOD SATISFATORY POOR

6) Were your complaints resolved on time? ALWAYS OFTEN SOMETIMES NEVER

Suggestions if any: ____________________________________________________________________________________ Thank you for giving us your valuable time and feedback. Your feedback is important to us.

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SIGNATURE ON LETTERS

The client will call up for possession letter. The CRM will co-ordinate with concerned department on mail (excel sheet attached , with list of clients for whom details required )with CC to CEO. The reply will be received in the same format. Once CRM will receive the reply necessary action will be taken. If dues are clear then signature on the letter will be taken from the management. If payment is pending then back office will be instructed to follow up for the same. A covering letter will be prepared for each client that will have to be submitted to the management. The covering letter will describe the details of the clients with signature of CRM confirming the details and finance mail confirmation for dues. Once the letter is signed the same will handed over to the client. The turn around time for the entire procedure should not exceed 5 working days

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KEY LETTER AND CHECKLIST

The clients who wants to take possession of the flat before OC is received for interior purpose, will have to sign an undertaking. Key letter and checklist will be handed over to the client by CRM after confirming no dues from back office. This confirmation will be by mail only. Sweets with gift if any will be given to the client at the time of handing over the keys. The co-ordination for sweets and gift will be done by CRM with Admin team once appointment with client is confirmed( i.e. if possible one day prior). The client who takes possession after OC is received will get possession letter and key letter together. In this case no undertaking will be required.

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SUGGESTION AND FEEDBACK FORMAT AT THE TIME OF POSSESSION

Dear Mr.__________________,

We are happy to handover peaceful possession of your flat no.______in our project _______________ located at ________________________________ Navi Mumbai. In this journey between booking and possession you have interacted with our various departments. We would like to know how your experience with us in this journey was. Kindly note down your good and bad experiences with us, along with your suggestions if any Good experience _____________________________________________________________________________________ _____________________________________________________________________________________ Bad experience _____________________________________________________________________________________ _____________________________________________________________________________________ Suggestion _____________________________________________________________________________________ _____________________________________________________________________________________ Clients signature

_______________

Thank you.

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COMPLAINTS
Any complaints from the client with regards to the customer care, back office or field will be handled by CRM. Co-ordination and follow up with concerned departments will be done on mail and reply for the same will be required in mail to close the complain Report for the same will have to be maintained on monthly basis. PPT presentation will be kept ready at the end of each month by the CRM Customer survey form and feedback form will be drafted for clients at various stages for example 1) After booking when client comes to collect allotment letter 2) After completion of RCC work stage 3) One feedback will be when maintenance team addresses maintenance related issues 4) On possession 5) On society handover On every stage of feedback the CRM will go through the feedback and highlight the suggestions to the management where ever deemed necessary. The feedback form will be maintained in clients file. Whenever project related complain is received for completed project the CRM will visit the site once to check the issues. For newly completed projects the CRM will visit the site one month prior to first possession and after that every month for 4 months

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PROCEDURE TO RESOLVE CUSTOMER COMPLAIN BY MAINTENANCE TEAM

Customer calls or mails for maintenance issue to customer care CRM mails the complain to HOD maintenance. On receipt of the email from customer care HOD maintenance takes action on the complain by doing site visit. After site visit, time that will be taken to action on the same will be emailed depending on the kind of complain. The arrangement of the material to resolve the complain will be done by the HOD or the team. The material is purchased either directly or by sending material requirement mail to Purchase. The mail will mention the number of days in which the material needs to be arranged. Incase of any delay in arranging for the material the HOD maintenance will require reason for delay. Once the complain is resolved before the end of the day HOD maintenance will mail the number of complains resolved or addressed in a day with time taken for the same. Once the individual client complain is resolved the maintenance team will get the customer satisfaction form filled by the client. The form will have to be submitted to the CRM on weekly basis (every Saturday) The complains will be divided into two which is within the scope to resolve which is not in our scope to resolve The feedback form will have details of both the kinds of complains received Complain with regards to painting will have to be address separately as the same may take more time to be resolved. The painting work may arise due to leakage or crack in the wall. In both the cases painting will take some time as the water seepage or crack filling will take time to dry.

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CUSTOMER FEEDBACK FORM FOR MAINTENANCE

Date: ____________ Time: ____________

Customer Name: ___________________________________________________________________ Flat no.: _______________________________Project Name: ______________________________ Contact No: ____________________________________ Email ID: __________________________ Nature of complain: HODS note or comments if any: __________________________________________________________________________________ __________________________________________________________________________________ Customer Feedback: __________________________________________________________________________________ ___________________________________________________________________________________

Attended by: _________________________________

Checked by: __________________________________

Customers sign: __________________________________

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RUNNING PROJECT MAINTENANCE

Site in charge will mail for complain to HOD maintenance and CRM. The mail marked to CRM will give

idea of the other work handled by maintenance team. The complain will be checked by doing a site visit.

Material list required for the same will be prepared and given to the site in charge.

On receiving the list the site in charge will arrange for the material.

Once the material is received mail for the same will go to HOD maintenance. On receipt of the mail the maintenance team will take necessary action on the same.

Once work is completed HOD maintenance will email the same to site in charge about the work

completed. The site in charge will check the same and confirm ok or revert if the work is not done as per satisfaction

by email.

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AGENCY RELATED COMPLAINT

The complain received by CRM. The same will be forwarded to HOD maintenance.

HOD maintenance will follow up with agency for the same. The time limit for agency related complains will not be fixed as it completely depends on the concerned agency In case the HOD maintenance comes across any payment related issues faced by the concerned agency then the same to be communicated to CRM on urgent basis. The co-ordination for such issues will be done by CRM with concerned department

The house keeping and security related checks to be done by a person who is appointed or authorized to do so. Surprise check will have to be conducted on different sites. The person who visits the sites for Surprise checks will have to enter in the register as to when and at what time the check was done. The picture of the same will have to be mailed to CRM whenever the check is conducted. The register at the site which will be updated by the person conducting surprise checks will be checked on weekly basis by HOD Maintenance and report of the same will have to be mailed to CRM. Incase of any failure in receiving weekly report or pictures of site visit, the CRM will inform the management and concerned HOD about the same

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PERMISSION TO USE COMMON AREA

The client sends a request letter or email expressing his need to use common area for any occasion. This letter or email is received by CRM. The rent and deposit amount will be confirmed with the management. The amount that is payable by the client will be received by the CRM in advance or a pay order will be collected for the same. Once the amount is deposited a letter that is prepared by the CRM will be signed by the client. The letter will enclose the timing, date and terms and conditions for granting permission to use common area. The client will have to sign the letter. The client will have to clean up the area after use and no damage whatsoever will be done to the property. The CRM will get the premises checked by the maintenance team to confirm that the premises is in proper condition. Once the same is confirmed the deposit amount refund process will be initiated with / without deductions. The deduction amount will be confirmed by the maintenance manager if applicable and the same will be communicated to the CEO. The deposit amount will be refunded to the client in 10 working days time from the date the common premise is used by the client.

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FORMAT OF REQUEST LETTER TO USE COMMON AREA

Date: _________________ To, ______________________ ______________________ ______________________ ______________________ This has reference to your mail / letter dated ________________ requesting us to grant you permission for using Podium for ______________________ on ______________________________ from ________________ p.m.to ____________________ p.m. In this connection, we hereby grant you the permission to use the Podium situated on the ______ Floor, Swaraj ____________________ on 26/11/2012 from 4.30 p.m.to 10.30 p.m.Subject to the following terms and conditions. This permission is granted only for the __________________ to be conducted on ____________ and is granted strictly on the condition that you will be responsible for the breakage of any article kept or installed in the Podium. Please note that in case of any breakage or loss of any article kept or installed in the Podium, you will be responsible to compensate us with the actual cost. Further you will be responsible to resolve the complaints, if any received from the occupants of the Building due to any nuisance or acts committed by you or your Guests. You have to ensure that the Garden in the Podium is not disturbed by you or your Guests during the party. Further, the Podium shall be vacated, after making the cleaning of Podium within the time stipulated to you. You shall alone be responsible for any unfortunate events or mishap if any, happen during the time you are utilizing the Podium.

Thanking You Yours faithfully, For ____________________Builders & Developers. I accept

(Authorized Signatory) (Mr.___________________________)

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SOCIETY FORMATION
Co-ordination with the associate for society formation will done by CRM. Processing of associates bill with work order will be done by CRM. Calling the clients for AGM will be done by CRM The covering letter for legal documents received and the copy of legal documents will be maintained by Sr. Accountant Handover of the society formation document will be done by the associate and CRM Details of expenses incurred and payment received will be done by accounts (as is currently practiced) The accounts statement, bills, warranty certificate, contact details, bank lien details , brochures , AMC documents, layout of electricity and pipe line will be arranged by the CRM. Maintenance issues if any will be sorted out before the final handover. For final handover 3-4 elected members of the society will be called to take the relevant documents arranged by the CRM. Once the handover process is completed email will be sent to various team like accounts, administration, maintenance, HR mentioning the date from which the society will take care of expenses and bills. After society handover any expense that will be incurred by the company will require approval of the CEO. Collection of the AGM register copy and further formalities on the same will be done by associate. Parking allotment letter will be prepared by CCE / CRM and the same will be handed over to the clients on chief promoters request. Necessary checks will have to be done before that by the CRM Incase the associate faces any difficulties in taking signatures or getting co-operation for the process of society formation , he will inform the CRM. On discussion with the management the CRM will issue letters to all the members in a prescribed format, requesting their assistance in the same.

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FEEDBACK BEFORE SOCIETY HANDOVER

Dear Mr.__________, At this stage where we are handing the society over to you we would like to have your feedback on our services. 1) Did you find you flat / Shop in satisfactory state, at possession?

EXCELLENT

VERY GOOD

GOOD

SATISFATORY

POOR

2) How did you find the house keeping staff at the site?

EXCELLENT

VERY GOOD

GOOD

SATISFATORY

POOR

3) How is the service of the security agency at the site ?

EXCELLENT

VERY GOOD

GOOD

SATISFATORY

POOR

4) If there were any maintenance related issues in your flat, how would you rate the service that was provided?

EXCELLENT

VERY GOOD

GOOD

SATISFATORY

POOR

5) How would you rate the assistance provided to you by customer care department for any complains registered with them?

EXCELLENT

VERY GOOD

GOOD

SATISFATORY

POOR

Suggestions if any _________________________________________________________________________________ _________________________________________________________________________________ Thank you.

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NOTICE TO CO-OPERATE FOR SOCIETY FORMATION

Sub: Regarding Society Formation & Registration. Sir/ Madam, You have purchased flat in the project known as SWARAJ _________________ developed by us at Plot _________________________________________, Navi Mumbai. We have handed over possession of the respective flats to each of the flat purchaser. We have appointed M/S. Ramesh Associates as the person to form & register the society in respect of the aforesaid building occupied by you. However M/S. Ramesh Associates on having a meeting with the flat purchaser was asked that certain issues are to be resolved with the building and hence the signatures on the documents required for formation of society will be affixed by some other time. It needs to be mentioned here that the matter of society formation & registration need not be linked to the other issues. The society formation is a separate & independent matter. We request you to kindly extend your co-operation in the matter of formation of society and as such we should not held responsible in the matter of society formation. We need to inform you that, we have time & again worked upon the request of the flat purchaser & carried out the necessary repairs and other works from time to time.

Thanking You, Yours faithfully, For _________________________ Partner / Authorized Signatory

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CHECKING BY MAINTENANCE TEAM AFTER COMPLETION OF PROJECT BY CONTRACTORS

The construction team will complete the project. The maintenance team will do a thorough check of the project. Electricity wiring, location of electric points , material used for the same will be checked. Final testing will be done in front of maintenance team Plumbing pipelines will be checked for alignment, location and leveling. Final testing will be done in front of maintenance team Civil work will be checked, that includes bathroom, floor tiles, slope of bathroom and balcony and painting work also will be checked. Fire fighting system will be checked and handover will be taken from site in charge. List will be prepared of the parts and all equipments taken from the site in charge. In case of any issue or missing parts the site in charge will co-ordinate with agency for the same. The manual and warranty card of DG set, lift, water pumps . Intercom will be collected by the site in charge. The same will be handed over to HOD maintenance at the time of final checking. The manual and warranty card will be handed over to CRM by HOD maintenance. After intercom is installed HOD maintenance will check the same and hand over will be taken from site in charge?

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SUMMARY

SALES WILL DO THE BOOKING

SALES HEAD WILL DO FINALIZATION OF DEAL

CRM WILL BE INTRODUCED TO THE CLIENT

BACK OFFICE

CUSTOMER CARE COMPLAIN RELATIONSHIP REMINDER CO-ORDINATION WITH OTHER DEPARTMENTS

DEMAND LETTERS AGREEMENTS DATA RECEIPTS NOC TRANSFER ALL KIND OF PAPER WORK

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