When asked what changes we’ve made during COVID-19 to ensure that our purchasers remain fully informed, the short answer is: None. We’ve always kept our purchasers close, and this hasn’t changed.
For us, communication is the absolute fundamental element to building trust, and this often starts before our purchasers have even exchanged contracts.
Our team is always available to meet potential purchasers for questions they’d like to ask us directly about the Fortis business, process or developments. Following a successful exchange, OTP purchasers will automatically be contacted by the project’s designated Development Manager and invited for an informal catch-up. We use this meeting to explain the process from there on, ascertain whether they would like to make any minor upgrades or modifications to their selected apartment, and importantly put a reassuring face to the project team and Fortis brand.
Our OTP purchasers are kept thoroughly informed throughout the construction phase of the project via monthly updates. These emails include detailed updates, from demolition through to internal fit-outs, as well as how the project is tracking in terms of the expected completion date. This is coupled with direct access to the designated Development Manager who they can contact via phone or email with any queries they might have along the way.
Leading to completion
When a project is approximately six months from completion, our Settlement Manager becomes the main contact for any queries regarding settlements. The monthly project updates will start to include more specific and actionable items for purchasers: finance reminders, mortgage broker recommendations, window furnishing quotes, prototype apartment completion, valuation inspections, purchaser inspections, strata manager details, and move-in scheduling.
On settlement, purchasers will be met by the Settlement Manager and often the Development Manager for the official handover. We give each purchaser a handover pack which holds the information they need moving forward (i.e. owner’s manual, appliance manuals, warranties, defect procedures, key contacts). Once they’ve moved in, the builder becomes the main contact for any defective elements that require attention. During this phase, Fortis remains in close contact with the builder to ensure the process is being actioned accordingly.
Finally, once our new residents have settled in, we like to hold a social gathering with everyone so they can meet their new neighbours. During this phase, we also reach out to all residents with a comprehensive feedback survey so we can learn what we’ve doing well and areas where we can improve.
At Fortis, we take pride in our highly personal approach to development. If there’s anyone looking to purchase a Fortis apartment and would like to meet me or one of the team to ask any questions, please get in touch.
Associate Director, Fortis