How to tell us when something isn't right
If something on your project isn't right, tell us early. We'd rather hear from you while there's something to do about it than read about it later.
Renovations don't always go to plan. Something might frustrate you, confuse you, or genuinely worry you. Whatever it is, we'd rather hear from you early than late.
This article describes the path. It's deliberately lightweight: most issues get sorted out long before anyone needs to think about formal complaints or public reviews.
Step 1 — Tell your build advisor or planner
Send a short message describing what's happened. You don't need to write it up formally. A few sentences and a photo or two are usually enough. You can do this through the platform, by email, or on a call — whichever feels easiest.
If you're not sure who your point of contact is, your dashboard shows the people on your project. The build advisor is the right person for anything during the build; your planner is the right person for anything in the planning, design, or quoting stages.
Step 2 — We'll come back to you in a reasonable time frame
We'll acknowledge your message quickly and tell you what we're going to do about it. Some issues we can sort out in a single reply. Others take a bit of digging — talking to your builder, checking the materials list, or getting a build advisor on site.
We won't always be able to fix things immediately, but you'll always know where things stand and what we're doing about them.
Step 3 — If you're not satisfied with how it's gone
If we've come back to you and the issue still isn't sorted to your satisfaction, you can make a formal complaint under your Customer Agreement.
A formal complaint is escalated to our Vice President (VP) of Operations, and where appropriate to the Chief Executive. It triggers a more thorough review and a written response. Your contractual rights govern what happens — the formal complaint sits inside the framework set out in the Customer Agreement.
Why we'd rather hear from you first
Most of the issues we see could have been sorted out in a quick conversation. By the time something has hardened into a public review or a legal letter, the chance to fix it has often passed and everyone ends up worse off — you, your builder, and us.
We can't guarantee an outcome on every issue. We can guarantee that telling us means we'll do something with it.
Public reviews
You're free to leave a review whenever you want. Our preference is that you tell us first so we can try to put things right — but the choice is yours, and we won't push back on it.
Related articles
- What to do if your relationship with your builder breaks down
- When Beams covers costs
- Filing a formal complaint