We’re proud of the quality we build. (And we’ve got the awards to vouch for it.) So, unsurprisingly, our fault rate is well below the industry average. That said, we’d like to think that we’re flexible and reasonable when dealing with problems. No, we won’t completely repaint a house because one wall has faded after ten years. However, we have, for instance, arranged for a tradesman to fix an elderly customer’s boiler, long after the guarantee ran out.