Customer Care FAQs

What should I do if...

• • Interior moisture/humidity comes from different sources – much of it from the simple act of living. By breathing, cooking, baking, taking showers and conducting many other daily activities, you are adding moisture to the air in your home.
• • Drywall, flooring, concrete and window condensation are all affected by moisture in the home.
• • In winter months, use a humidifier to add moisture to the air (as needed).
• • In summer months, use your air conditioner to remove humidity from the air (when appropriate).
• • It is the responsibility of the homeowner to maintain proper humidity levels, just as you maintain the temperature within your home.
• • If you still have trouble maintaining proper humidity, please contact your Regency Homes Customer Care Representative.

• • Condensation is due to high levels of humidity in the house. If a humidifier is in use, you may need to adjust the setting to a lower level or turn on your air conditioner to dehumidify the home.
• • If there are window coverings which prevent circulation of air, raise or open the coverings to allow moisture to dissipate, or simply crack your window open to allow fresh air to circulate.
• • Always run bathroom fans when bathing or showering, as well as 20 minutes afterwards.

• • Window weeps are an important part of the water drainage system in your home.
• • In heavy rains, water may collect in the bottom channel of window and sliding glass door frames. Weep holes allow excess water to escape to the outside. Keep the tracks clean and the weep holes free of dirt and debris for proper operation.
• • Any damage that results from failure to maintain your window weeps is your responsibility.
• • If you need instruction on how to locate and clean the weeps, your Regency Customer Care Tech will be happy to demonstrate the proper method for you during one of your regular home inspections.

• • Common shrinkage and non structural cracks are to be expected.
• • Floor cracks less than ¼ of an inch width—no action is taken.
• • Floor cracks larger than ¼ inch will be filled with a concrete crack sealer, according to manufacturer specifications, by Regency Homes.
• • Wall cracks less than 1/8 of an inch width – no action is taken.
• • Wall cracks larger than 1/8 inch will be filled with a concrete crack sealer, according to manufacturer specifications, by Regency Homes.
• • Contact your Customer Care team to determine if any of your concrete cracks require attention.

• • Slight cracking, nail pops or seams may become visible in walls and ceilings.
• • These are caused by the shrinkage of the wood and normal deflection of rafters to which the drywall is attached.
• • Regency provides two free visits from the drywall trade partners to repair minor cracks or nail pops. We encourage you to limit these repairs to the first and second year end request lists.

• • A squeak-proof floor is not always possible due to lumber shrinkage and humidity changes within your home.
• • Regency Homes will correct the squeak(s) if caused by defective joists or improperly installed sub floor.
• • If you have a squeak that needs attention, Regency Homes will inspect your floor to determine if the problem can be remedied.

• • Seasonal changes cause doors to expand and contract; the problems are usually temporary.
• • After about a year, your doors will reach equilibrium.
• • Regency Homes will correct the problem if caused by faulty workmanship or materials.

• • Seasonal changes and drying out cause all homes to have some caulking failure.
• • We will repair or replace any failed caulking around your kitchen and bathroom vanity sinks at the first year-end anniversary service visit. It will be your responsibility to repair or replace the caulking around your bathtubs, showers, trim, exterior of home, etc.
• • You are responsible for future caulking maintenance.
• • Any damage that results from failure to maintain caulking is your responsibility.
• • Your Regency Customer Care Tech will show you how properly repair caulk during your first year-end anniversary service visit.

• • If you choose to purchase a laminate countertop, standing water must be removed quickly and kept away from seams on the laminate. Otherwise, damage may occur.
• • Maintain proper humidity within the home.
• • It is the homeowner’s responsibility to keep counters free of standing water.
• • If you have any questions regarding this issue, please contact the Regency Customer Care Team.

• • Sod/Seed is not installed at all times of the year.
• • When it’s too cold or too wet, it’s impossible to seed your yard or lay down sod and have it take root. Everything depends on the weather and if it doesn’t cooperate, we may not have sod laid down for you by the time you close.
• • We will get your lawn put in when it has the best chance to take root so that you’ll have a nice yard to enjoy for years to come. Please note that homes may not receive lawn installation in the same order they were built.
• • If you have questions about when your lawn will be installed, please call Regency Homes.

• • You must water appropriately to ensure a lush lawn.
• • Maintaining your lawn will be your responsibility.
• • Regular fertilization, watering and maintenance of your lawn are necessary to keep your lawn healthy.

• • We ask that you do not change the grade of your yard, as it has been graded for proper drainage.
• • Your lot has been graded to include swales (depression areas in the yard), which are a central part of the water drainage plan around your house to keep water from penetrating your foundations. Filling in the swales can have some disastrous effects that may result in costly repairs for both you and your neighbors.
• • Keep your rain gutters in a good state of repair and free of leaves and other debris.
• • Depending on the amount of rain you receive, there may be periods of time when water will collect in your yard. However, it should be absorbed or dissipate as weather conditions improve.
• • If you have any questions regarding standing water in your yard, please contact Regency Homes.

• • Check the electric breaker to be sure it is in the “on” position, and make sure that it is plugged into the outlet.
• • Make sure activation float is not entangled in the electric cord.
• • Make sure to check your sump at least twice a year, usually in the spring and fall, to ensure proper operation during peak times.
• • The outlet that the sump is plugged into is a dedicated circuit for the sump only. For proper operation, never plug the sump pump into a power strip with a surge protector. It could trip without your knowledge and therefore not allow the sump to operate as needed.
• • If the problem persists, contact the plumber that is listed on your “authorized” trade partner list for further inspection.

• • Make sure the breaker switch is in the “on” position and the water heater is properly plugged in.
• • If the problem persists, contact the plumber that is listed on your “authorized” trade partner list for further inspection.

• • Make sure the breaker switch is in the “on” position and that the furnace filters is clean and in the proper position.
• • If the problem persists, contact the heating and cooling company listed on your ‘authorized’ trade partner list.

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  • Check to make sure the breaker in the main breaker panel is in the “on” position.
• • Make sure that it is plugged into the outlet (located in the ceiling above the opener).
• • Make sure that there is nothing obstructing the electric eye, and that it has not been knocked out of alignment. Please see your opener’s instruction manual on how to align the eyes-should this occur.
• • If needed, contact Regency Homes for further inspection.

• • Because construction takes place year-round, there may be times when the shingles do not have the chance to properly seal due to cold temperatures. Generally shingles will seal once warmer weather has set in.
• • If you have concerns about your shingles, contact the Regency Homes Customer Care team.

• • For your safety, clean each smoke detector monthly to prevent false alarms or lack of response in a fire. Dust particles in the sensor may trigger a false indication that the battery needs to be replaced. Cleaning with a vacuum cleaner and then testing may avoid replacing a good battery.
• • Batteries may need to be replaced if the smoke detector makes a chirping sound. Follow manufacturer’s instructions for installing a new battery. The manufacturer recommends replacing the batteries annually.
• • If the problem persists, refer to your list of “authorized” trade partners and contact the electrical trade partner, or contact your Customer Care Coordinator at Regency Homes.

• • Go to your local home improvement or hardware store, where you can purchase an appropriate height ladder, or purchase a tool designed for the purpose of changing bulbs normally out of reach.

• • Check the electric breaker to be sure it is in the “on” position.
• • Check the GFCI outlet (which is usually located in the master closet) to see if it needs to be re-set.
• • If necessary, refer to your list of “authorized” trade partners and contact the plumbing trade partner.

• • You can extend the life of your deck by sealing it. If you have a treated wood deck you must wait a year for it to cure before applying a wood deck sealant.
• • Once a year thereafter, you’ll have to continue to seal your deck with a product, such as Thompson’s, by applying another coat or two.
• • For safety purposes, repair loose deck boards, stairs and railings as the deck ages.

• • If you are thinking of having a second meter installed, you should do so early in the process because it will cost significantly more to have one installed after construction start.
• • Please see your New Home Consultant prior to finalizing your options to add this feature.

• • If you plan to be away for an extended period, you should drain your water supply lines. To do this, shut off the main supply line and open the faucets to relieve pressure in the lines.
• • You may also wish to shut off the water heater. Do this by turning off the cold water supply valve on top and the gas control at the bottom. Drain the tank by running a hose from the spigot on the bottom to the basement floor drain. If you leave the tank full, keep the pilot on and set the temperature to its lowest or “vacation” setting. Check manufacturer’s directions for additional hints and instructions.
• • If you have any questions or need assistance, please contact Regency Homes.