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Customer Charter

Our values

We live our belief every day:

New homes are the foundation for great dreams.

WE STAND to respect, protect and nurture those dreams.

We live up to our values in every interaction with you:

For each other and for our customer. Listen more talk less. Treat each other with courtesy. Most of all, for our customers, respect their dreams, their needs and their challenges. Appreciate the fragile nature of their big dreams. Fight against compromise.
Have a heroic view of how great this company can be and how great you can be within it. Live the belief with passion, putting conviction and commitment into all we do. This is more than going to work. This is about a shared belief in the notion that what we do matters.  So care enough to commit.

Be you.  Feel comfort in being honest and true to yourself. Be authentic. Say it as it needs to be said - to each other and to our customer. At its simplest, 'real' is about being natural, and down to earth. It means plain speaking and direct honesty with customers.  It's not political or overly safe, but rather human and instinctive.

This is more than ‘teamwork’, it's about forming a tribe where the power of one united effort is unstoppable.  It is a passion for where you belong and who you work alongside. It is about backing each other, having a common cause and sticking to the game plan. Jump in when the side is down. Celebrate the wins together. Stick together. Don't give up.

To demonstrate that we will live by our belief and values, we will: 


  • Respond within 24 hours to your emails.
  • Ensure when you are engaging with the office you always speak to a person, not voice mail.
  • Ensure that an experienced Building Coordinator is assigned to you throughout the building of your new house.
  • Provide you with the name and mobile phone number of the Construction Supervisor overseeing the construction of your new house.
  • Provide, at a minimum, weekly updates and progress reports during your build.  
  • Provide effectively and timely responses to any issues or disputes.
  • Welcome your feedback, either complimentary or critical via 1300 799 105 or
  • Formally ask you at two stages if you are happy with your experience and provide your feedback directly to the team and wider business.  
  • Return your phone call within the same day wherever possible, with a 24 hour maximum response time.


  • Ensure that you have a detailed quote with a 30 day validity period so you don’t feel any pressure to purchase before you are ready.
  • Guarantee you a month of site start.
  • Guarantee you the month that your house will be completed.
  • Provide you with clear information about every step in the process of building a new house.
  • Provide a fixed price contract so you know exactly what your new house will cost to construct.
  • Use the HIA New Home Building Contract and provide you with a copy of our contract in advance of signing.
  • Provide complete and clear pricing and inclusions documentation.
  • Clearly explain our variations policy.
  • Clearly explain your cancellation rights.


  • Build you a quality house, with the reassurance that if there is a problem where we are at fault we will fix it.
  • Offer to meet you on site to conduct joint inspections during business hours.
  • Provide you with a New Home Information Pack at completion of your new house, including manufacturer's warranties.
  • Use BSS Group to provide an independent quality inspection of your house.
  • Provide a warranty inspection three months after settlement. 
  • Provide seven day per week New Home Care email and customer phone line monitoring.

Issue resolution

  • Encourage any issues or disputes to be communicated to us via or 1300 799 105.
  • Listen to your concerns and provide a formal response within 7 days.