HUD Dispute Resolution Program: Option Year One
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1 HUD Dispute Resolution Program: Option Year One U.S. Department of Housing and Urban Development (HUD) Office of Manufactured Housing Programs (OMHP) Manufactured Home Dispute Resolution Program (DRP) 451 Seventh Street SW Room 9168 Washington DC (P) (F)
2 Agenda Logistics The HUD Manufactured Home Dispute Resolution Program Reported Issues Stakeholder Resources Contact Information HUD-Administered Manufactured Home Installation Program Question & Answer 2
3 Ask Questions through the Chat Function 3
4 The HUD Manufactured Home Dispute Resolution Program The HUD Manufactured Home Dispute Resolution Program is federally mandated by the National Manufactured Housing Construction and Safety Standards Act. (Title 24, Subtitle B, Chapter XX, Part 3288) The program provides timely resolution of disputes between manufacturers, retailers, and installers, regarding the responsibility for correction or repair of defects reported in the 1-year period after the first installation of the manufactured home. 4
5 What Does the Program Address? The program is intended to address: Defects in construction, safety and installation The program is not intended to address: Х Cosmetic issues and contractual agreements 5
6 Who Can Request Dispute Resolution? Requests for dispute resolution are typically received from homeowners, but retailers, manufacturers, and installers can also submit a request for dispute resolution when involved with disagreements between parties regarding unresolved manufactured home issues. 6
7 One Year Timeline It is important to note that per the regulation, complainants need to report alleged defects within the first year of the first installation. If complainants can provide evidence that they raised issues with the retailer, manufacturer, installer, SAA, or HUD within the first year of installation, the DRP may conceivably deal with issues that are several years old. 7
8 Participating States States where the Dispute Resolution Program is administered by HUD States that administer their own Dispute Resolution Program 8
9 Consumer Notification Requirements HUD Manufactured Housing Regulations require that consumers be notified about the program in two ways: By Retailers: Retailers are required to provide consumers with notification of the program at point of sale (CFR Title 24, Part ). By Manufacturers: Manufacturers are required to include notification of the program in the homeowners manual that is placed in the home before it leaves the plant (CFR Title 24, Part ). 9
10 Before requesting Dispute Resolution 10 Homeowners are asked to first notify the retailer, manufacturer or installer about the alleged issue with the home and allow a reasonable amount of time for correction prior to submitting a request for dispute resolution. The program should not be used in lieu of a state complaint program. Rather, the dispute resolution program should be used after parties could not previously agree to a solution to a complaint.
11 Warranty Programs - What s the Difference? Warranty programs are explicit agreements between consumers and service providers and expire after a certain period of time (often one year after purchase). Complainants should attempt to have alleged issues addressed under any relevant warranty programs before requesting assistance from the Dispute Resolution Program. 11
12 Warranty Programs - What s the Difference? (cont.) However, situations may arise in which all parties involved (retailer, manufacturer, or installer) deny responsibility for alleged defects, despite any relevant repair or warranty programs available. The HUD Manufactured Home Dispute Resolution Program is explicitly designed to resolve these types of disagreements between parties in order to bring resolution to a complaint. 12
13 Steps Taken Before Dispute Resolution Complainant identifies issue(s) with home. Complainant contacts retailer, manufacturer and/or installer. Issues are resolved in good faith efforts through terms of service, consumer warranty, or other resolution actions Homeowner files consumer complaint with SAA or HUD, if applicable. SAA or HUD investigates the complaint by working with applicable parties to resolve the issue(s). Any party may submit a request for Dispute Resolution. 13
14 Reported Issues* 1. Floor 10. Doors 2. Interior Wall 11. Electrical 3. Belly board 12. Ceiling 4. Fixtures 13. Heating/Cooling 5. Roof 14. Transit Issues 6. Windows 15. Appliances 7. Frame/Level 16. Water Distribution 8. Foundation 17. DWV System 9. Exterior Siding * Note: Multiple defects can be reported for the same dispute request 14
15 Stakeholder Resources Mobile-Friendly Website Features: Overview video FAQs Downloadable Brochure Upcoming Events/Webinars Online Dispute Resolution Request Form 15
16 Contact Information Website: By By Phone: By Fax: Address: ATTN: Manufactured Home Dispute Resolution Program 1676 International Drive Suite 501, McLean, Virginia
17 HUD-Administered Manufactured Home Installation Program From the The U.S. Department of Housing and Urban Development 17
18 HUD-Administered Manufactured Home Installation Program Purpose States must either operate their own qualifying installation program or participate in the federal program. State programs must meet or exceed the minimum requirements outlined in 24 CFR (b). The regulation and improvement of the installation and performance of manufactured homes within HUD-Administered States will improve the protection of their residents. 18
19 HUD-Administered Manufactured Home Installation Program At present the following states fall under the HUD-administered program: 1. Alaska 9. Nebraska 2. Connecticut 10. New Jersey 3. Hawaii 11. Rhode Island 4. Illinois 12. South Dakota 5. Maryland 13. Vermont 6. Massachusetts 14. Wyoming 7. Michigan 8. Montana HUD-Administered States 19
20 HUD-Administered Manufactured Home Installation Program Basic Program Requirements All installations of new manufactured homes are supervised by a HUD Licensed Installer in accordance with 24 CFR All new manufactured homes are installed in accordance with the manufacturers installation instruction manual. All manuals should be based on 24 CFR % inspection requirement of new manufactured homes by a qualified inspector per 24 CFR in all HUD-Administered states. Reporting requirements for installers (HUD 309). Reporting requirements for retailers (HUD 305, 306 and Consumer Disclosure). 20
21 HUD-Administered Manufactured Home Installation Program Upcoming Program Activities HUD Installation Program Webinar: Michigan Introduction July 25 th at 2:00 pm EST (1:00 pm CST) Information and registration available at the Installation Program Website Next Quarterly Conference Call September 2017, date TBD 21
22 HUD-Administered Manufactured Home Installation Program SEBA Contact Information Questions or information requests can be addressed to SEBA through any of the following channels: Website: Phone: Fax: Address: Office of Manufactured Housing Installation Programs C/O SEBA Professional Services, LLC 1325 G Street, NW Suite 500 Washington, DC
23 Ask Questions through the Chat Function 23
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