Great Expectations: How to manage your client handover
December 5, 2024

The finishing stage of a build is an exciting time for homeowners, but it’s also where issues can arise if expectations aren’t managed.

As a builder, your knowledge of the build process and what to expect is naturally a lot greater than your clients’. That’s why it’s crucial to educate your clients early on about what they can expect regarding the finishing and project handover, and in particular, tolerances and final inspections. 

Spending a bit of time upfront explaining to your clients what to expect throughout the build can really help to make sure everyone is on the same page. This includes explaining that it's normal for there to be a few issues still to be resolved after the build is handed over. Agreeing to a schedule of post-completion inspections — say at 3, 6, and 12 months after handover — and providing a process for how defects will be addressed will keep everyone on the same page and give your clients peace of mind.

Confusion around finishing expectations isn’t uncommon. Those areas outside of the Building Code are often what the client notices first. Most homeowners will not be aware that finishing and tolerances are set by the Ministry of Business, Innovation and Employment (MBIE). Its Guide to tolerances, materials and workmanship in new residential construction is a handy tool for conversations with clients, outlining what is and isn’t a defect and where the liability lies when damage occurs.

For homeowners, the differences between the basics and high-spec finishes, and what they’re entitled to under their contract, can sometimes be confusing. For example, what grade timber can they expect their fencing to be made of? Or should any imperfections be visible from a metre away? 

Don’t wait till inspection day to have this conversation. Many issues can be avoided if there is an open conversation about the expected standards upfront, explaining that achieving a higher level of workmanship may require extra time and incur additional costs. 

At this stage it’s also worthwhile doing a final check to make sure any changes that have happened during the build process are well documented in writing. If decisions are made over the phone or in person, send a record of the conversation via email afterwards confirming what was agreed on. Having everything written down helps ensure that both parties are on the same page, with something to refer back to if questions or concerns arise.

The importance of good communication shouldn’t be underestimated. Master Builders’ annual state of the sector survey heard from more than 1,000 homeowners who had recently completed a new build. Effective communication ranked just behind planning the style and design of the house when it came to the most valuable part of the process. 

Being proactive and managing client expectations from the outset is key to a smooth finish for both you and your client.