Decent Experience, But Handover and Service Delivery Need Improvement

Overall, my experience with the real estate agency was okay. The sales process was generally smooth, and the team was responsive when needed. However, the post-settlement and handover experience fell short of what I would expect when purchasing a brand-new luxury home. A new home should feel truly move-in ready, but unfortunately that was not the case. The property was not cleaned to an acceptable standard when we took possession. The backyard grass was almost ankle-deep, and even today, the exterior of the house remains covered in cobwebs and appears not to have been properly cleaned. There were also several issues with the handover process. The front door access code is still set to the same combination used by the builder and their employees, creating a security concern. We were advised that a manual would be provided so we could change the code ourselves, but that documentation was never supplied. In addition, the curtains and blinds were not functioning properly, and it was left to the builder to explain how the remote controls worked. In my view, ensuring that all home features are operational and that new owners understand how to use them should be part of a structured handover process overseen by the real estate agency. While the agency was helpful during the purchase process, there is a clear opportunity to improve service delivery and quality assurance at settlement. Better attention to detail, cleaner presentation of the property, and a more comprehensive handover experience would go a long way toward making new homeowners feel welcomed and confident in their purchase.