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Change Orders & Amendments

Let's talk about change orders and amendments, when to use and how to ensure communication with the proper people.

What's the difference? 

Change Order

A Change Order should be used when PART OF THE HOME is changing. For example, something with the homesite, design selections, adding a fence, or something else specific to the home or homesite. 

Amendment

An amendment should be used when the CONTRACT SIDE OF THE HOME changes, such as a buyer name change, closing date change, lender change or contract change. 

What happens when I create a Change Order or Amendment? 

As the selling agent, the Community Manager is responsible for capturing the information needed for change orders and amendments as they occur.

From there, the Community Manager will: 

  • Please process the documents as quickly as possible so as not to delay or jeopardize the home's closing for the buyer. The goal is no longer than 72 hours. 
  • Share the documents with the necessary parties, including the lender, Summit Homes, the co-op agent and the buyer. 
  • The Sales Manager will review any Dotloop forms before being signed by Summit. 
  • Keep track of documents for each buyer to ensure a smooth closing. 

Remember: The lender on the contract must receive alerts of change orders and amendments as they happen. This becomes even more critical when we're using a lender other than Silverton; we need to know their entire process and timelines, which can put our closing at risk. 

 

Time Limit & Expectations 

  1. Less than 30 days from closing: 
    • A change order and/or amendment must be created and signed by all parties within 48 hours of the request being made. 
  2. More than 30 days from closing: 
    • A change order and/or amendment must be created and signed by all parties within 72 hours of the request being made. 

Failure to process change orders and amendments within these time limits can result in delayed closings, wrong material being installed, poor communication and a negative CX experience for our homeowners and negative TMX team members and trade partners. 

 

The Process & Scripts 

Once the Community Manager has been notified of a change to the project or the need for change order or amendments, the following process must start. 


Step 1: Community Manager Communication - 72 Hours Starts

    • Review tne change and ensure you're ready to 100% communicate to the buyer and/or co-op agent. If you need more information, contact your Project Manager, Frank or Chelsea. 
    • Contact the buyer and explain the reason for the change and that you'll need their signature to ensure our customers have a great experience and keep your home build on track.
    • Follow up with a detailed information using this script:  

Hello, (buyer)!

Thank you for your time today. To summarize our conversation, ……..

(Outline the change in detail and the need for the amendment or change order.)

As discussed on the phone, this change will require the attached document to be signed. Please note: Our goal is to ensure our customers have a great experience and keep your home build on track. All signatures are required within 72 hours of this email. Should you need additional information, please let me know.

    • When the signed document is received, share the documents with the necessary parties, including the lender, Summit Homes, the co-op agent and the buyer. 

Step 2: Community Manager Follow-Up - 24 Hours Before Deadline 

    • Assuming you have not received signed documents, please call again and forward the original email with the below script. 

(Forward original email and attachments)

Hello, (buyer),

I wanted to follow up on the below request. To ensure a great customer experience, we need a response on this change within 24 hours. If you have additional questions, please let me know as soon as possible.

Thank you!

    • When the signed document is received, share the documents with the necessary parties, including the lender, Summit Homes, the co-op agent and the buyer. 

Step 3: Missed Deadline 

  • Immediately call the buyer and the co-op agent. Request a response to ensure the closing date is not in jeopardy and the home build is paused.
  • Provide updates to Frank and Chelsea. Why no signature? What’s the hold-up?
  • Request Frank and/or Chelsea follow up with the buyer or co-op for a response.
  • Frank to update projects at risk Smartsheet.