Building or renovating a home is one of the biggest financial and emotional journeys most people will ever take. It's exciting, but it can also be stressful - especially if communication breaks down. From a client's perspective, long periods of silence can be worrying. From a builder's perspective, time on-site often takes priority, and written communication may not always come naturally. Finding the right balance between both sides is key to a smooth, positive experience.
To help homeowners understand how to set that foundation, we spoke with Rachel Ferris, General Manager of Built to Matter Homes - a company renowned for its open communication and client-first approach. Rachel shared her insights on how to build a strong, respectful communication framework from the start.
1. Set expectations upfront
Before construction begins, make sure you and your builder agree - in writing - on how communication will happen. That includes how often you'll receive updates, how site visits will be handled, and which communication channels will be used (email, portal, or direct messages).
For many projects, fortnightly updates are considered standard. However, some builders choose to communicate more frequently. At Built to Matter Homes, weekly updates are part of how they create clarity and trust from the outset.
Rachel explains that regular communication isn't just about sharing progress - it's about building strong relationships. "We believe informed clients make for the best build experience," she says. "For us, it's about open communication, trust, and building strong relationships from day one."
To support this, Built to Matter Homes introduces clients early to their online portal and shows them exactly how it works. "This ensures clients know how to stay updated on their build, how to get in touch with us, and where to find everything they need in one central place," Rachel says. Clients receive weekly progress updates through the portal, while still knowing they can pick up the phone or send an email whenever questions arise.
Having these expectations set up front helps prevent misunderstandings later - and gives you peace of mind that you'll stay in the loop even when nothing major is happening on site.
2. Ask about communication tools
Many builders now use project management software such as BuilderTrend or Procore to streamline updates, share progress photos, and track variations or invoices. If your builder uses one, that's a good sign - it shows they value organisation and accountability.
Rachel says centralising communication is key. "Our online client portal allows us to keep all project information and documentation in one place," she explains. "From initial quotes and estimates through to schedules, invoices and key documents, everything is easy to access and kept up to date."
For clients, this provides ongoing visibility throughout the build. "The portal gives real-time progress updates, site photos, and a clear view of what's happening at every stage," Rachel says.
At the same time, technology doesn't replace human interaction. "While we embrace smart systems, we're not a technology-focused builder," she adds. "We still value phone calls, site walk-throughs and face-to-face conversations. It's about finding the right balance between efficient systems and genuine, personal communication."
If a builder doesn't use a system, that's fine - but make sure they have another structured way of keeping you informed, such as regular summary emails or scheduled phone check-ins.
3. Pay attention to early interactions
The way a builder communicates before you sign can reveal a lot about how they'll behave once construction begins. Are they prompt, clear, and patient when answering questions? Do they take the time to explain details without brushing you off?
If a builder seems dismissive, vague, or unwilling to clarify key points before you've even signed, it's unlikely things will improve once the build is underway. Trust your instincts - genuine transparency is a good sign that communication will stay strong throughout the project.
Rachel emphasises that consistency during the early stages is critical. "From the initial inquiry through to the start of construction, there can be a significant period of time," she says. "We focus on creating an open, approachable environment where clients feel comfortable asking questions and confident in the decisions being made."
She notes that trust often forms early. "We've found that trust is built quickly through open and honest communication," Rachel explains, "and the strongest client relationships are formed when we genuinely connect and work well together."
You can also learn a lot from past clients. On Build Index, you can view builders' Google reviews to see how homeowners describe their experience - particularly around communication and responsiveness. Consistent mentions of being "kept informed" or "always updated" are strong indicators of a builder who values clarity.
4. Share your goals and budget early
Builders can only meet expectations they understand. Share as much as you can upfront - not just your design ideas, but also your budget, lifestyle, and must-haves. This helps your builder make practical recommendations and avoid design or cost surprises later.
Rachel says early transparency makes a significant difference. "Whether you have a clear budget in mind or are still working through the costs, your builder should help guide you at every stage of the design and build process," she explains. "Having an early understanding of budget allows for more informed planning and better design decisions from the outset."
At Built to Matter Homes, this starts before construction even begins. "Our builders work alongside the architect from the very beginning," Rachel says. "This creates a far more seamless process than the traditional 'architect first, builder later' model."
Being involved early allows the builder to provide realistic cost guidance, advise on materials and lead times, and flag potential issues early. "The result is fewer surprises, clearer expectations, and a smoother path from design through to construction," Rachel says. She also notes that variations are common in most builds, and it's important clients understand how changes or unforeseen conditions can affect costs.
Being open from day one creates a collaborative tone that lasts throughout the build.
5. Stick to what's been agreed
Once communication expectations are set, respect the boundaries you've both agreed to - for example, how often updates are provided and who your main contact is. Builders need time to manage trades and suppliers, so avoid overloading them with day-to-day questions unless there's a real issue.
If those agreed expectations aren't being met, however, don't let it slide. Bring it up early and calmly, and suggest ways to get things back on track.
Rachel says clarity upfront helps avoid frustration on both sides. "We take the time early to understand how involved each client would like to be," she explains. "That clarity helps ensure the process runs smoothly as the project progresses."
Communication should always be two-way. "If expectations aren't being met, we encourage clients to raise this and discuss what level of communication works best," Rachel says. "That might be scheduled updates, regular phone calls, or meetings at key stages."
She's found that alignment is the key. "When both parties are aligned on how and when communication happens, it leads to a more seamless build and a far more positive experience overall."
6. Keep it professional
If frustrations arise, try to address them privately and constructively. Public complaints or negative social posts might feel satisfying in the moment, but they can quickly damage trust and make resolution harder.
If communication has completely broken down, there are formal avenues available (such as Fair Trading or mediation services), but most issues can be resolved through honest, respectful discussion.
Final thoughts
Clear, consistent communication is the foundation of every successful build. The best builder-client relationships are built on mutual respect - where both sides understand expectations, share information openly, and trust the process.
A little structure goes a long way: agree on communication early, stay open throughout, and keep things professional if issues arise. When both builder and client are working together - not against each other - the entire experience becomes more enjoyable for everyone involved.