Step One: Read the Warranty You Actually Have
Before you call anyone, dig out the original warranty certificate, the invoice, and any quote or scope of work. Confirm three things: the warranty is still within its period, the leak is in an area the warranty covers, and the cause does not fall under an exclusion (foot traffic damage, additions like solar panels, third-party repairs).
If you cannot find the paperwork, check email archives and messaging apps. Most Singapore contractors send PDFs through WhatsApp or email rather than paper certificates.
Step Two: Notify the Contractor in Writing
Send the notification by both WhatsApp and email if you have both. State clearly: the date of the original work, the warranty period, the date and nature of the new leak, and that you are formally requesting an inspection under the warranty.
Attach photos, including any documentation you have from when the leak appeared. Keep your tone calm and factual — you may need this written record later if the situation escalates.
Step Three: The Inspection
A responsive contractor will arrange a site visit within a few days. The inspection should establish where water is actually entering, whether it falls within the warranted area, and what rectification is needed. Most good contractors will rectify a genuine warranty failure at no charge.
Be present for the inspection if possible. Take your own photos. If the contractor claims the leak is outside the warranted area or caused by an exclusion, ask them to explain on the spot and follow up with a written summary.
When the Contractor Goes Quiet
Unfortunately, a significant share of small Singapore renovation outfits stop responding when warranty claims come in. If your contractor has not replied within a week, send a second written reminder and reference the warranty document directly.
If they still do not respond, your practical options are limited. Small Claims Tribunal handles disputes up to $20,000 for consumer transactions and is relatively fast — but you need a valid warranty document, evidence of attempted communication, and clear proof of the original work.
When the Company Has Closed Down
If the contracting company is no longer in business, your workmanship warranty is effectively gone. The material warranty from the system manufacturer may still apply, but in most cases the manufacturer warranty requires installation through one of their certified applicators and only covers material defects, not the labour to redo the job.
In practice, this usually means accepting the loss and engaging a new contractor for a fresh job. It also means selecting the next contractor more carefully — established Pte Ltd, real address, several years of trading history.
How DirectHome Helps With Existing Warranties
If you have a warranty from a previous contractor and you want a second opinion before you call them, we can inspect the roof, give you an honest assessment of whether the leak likely falls under the warranty, and document what we find. Some clients use that report to push their original contractor to honour the warranty.
If the original contractor has gone quiet or out of business, we can scope and quote a fresh waterproofing job, and the specialists we partner with will issue a new warranty in writing. WhatsApp us photos of the leak and the original warranty document to get started.
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