When we started our knockdown-rebuild journey in 2021, we thought we were making smart, informed decisions. We got multiple quotes, spoke to previous clients, and felt confident we'd chosen the right builder.
But partway through construction, that builder went into liquidation, leaving our home sitting at the frame stage for months while we scrambled to find someone willing to take over. By mid-2024, with a new builder on board, we finally finished our home - but not before learning some hard lessons about what we could have done differently when choosing a builder.
These are the lessons we wish we'd known from the start.
1. Check the public registers - and understand what you find
When we signed our first contract, we didn't know that there was an ASIC notice for a winding-up order already lodged against the builder.
Would it have stopped us from signing? Not necessarily - but it would have prompted more questions. At the very least, we could have understood the risks better, or broadened our search to other builders at the same time.
That's why, on Build Index, every builder profile now brings together ASIC notices, NSW Fair Trading licence details, and enforcement actions in one place. This makes it far easier to do a quick, informed check before you sign.
2. Don't limit your search to the 'big names'
Like many people, we started our search with the builders we'd seen advertised - the ones with the biggest marketing budgets and the most prominent display homes. Smaller, less-prominent builders didn't make it onto our shortlist.
Looking back, that was a mistake. There are plenty of quiet achievers out there - experienced, reliable builders doing great work without the flashy advertising.
Ironically, it was a personal recommendation that led us to the second builder who stepped in to finish our home. They were everything we needed: professional, transparent, and responsive.
The lesson: cast a wide net. Ask for recommendations. Talk to people in your area who have built recently. Look beyond the marketing and consider builders you may not have heard of before.
3. Be strategic with display home visits
We spent hours wandering display villages, moving from one big-name builder to the next - and came away exhausted and overwhelmed. Looking back, we realise we missed visiting some excellent builders simply because we hadn't done enough research beforehand.
The lesson: plan your visits. Know in advance which builders you want to see and what questions you want to ask. And don't try to visit too many in one day - quality of conversations is far more valuable than quantity. If you’re planning your own visits, we’ve put together a detailed guide on how to get the most from visiting display homes with practical tips and expert advice.
4. Don’t assume the right insurances are in place
When our first builder went into liquidation, we were fortunate - our project had Home Building Compensation Fund (HBCF) insurance in place, which covered most of our losses and allowed the work to continue with a new builder.
But not everyone was so lucky. We later found out that some other clients of the same builder never received their HBCF certificates, meaning their projects weren't covered at all. When the company collapsed, they were left without protection - losing tens or even hundreds of thousands of dollars.
At the time, we didn’t know what insurances to check for - or that HBCF coverage had to be in place before any deposit was paid. It was pure luck that ours was handled correctly.
The lesson: Never assume insurance is automatic. Ask to see the documentation yourself - and confirm it’s genuine. We’ve since put together a guide explaining the essential insurances to check before building in NSW so others don’t make the same mistake.
5. Pay attention to early warning signs
One of the biggest red flags we missed was how slowly our first builder responded to emails and calls. At the time, we brushed it off as normal - but when it regularly took over a week to get a reply, it should have set off alarm bells.
By the time things really started to unravel, we were deep into the contract and walking away would have cost us tens of thousands. If we'd walked away early - even losing a few thousand in initial payments - we would have been far better off.
The contrast with our second builder couldn't have been sharper. From the very first contact, they were responsive, often replying within a day or two, and that professionalism carried right through to completion.
The lesson: responsiveness matters. If a builder isn't communicating well before you sign, it won't magically improve after the ink is dry.
Looking forward
That experience is what led us to create Build Index. We wanted to build a smarter, more structured way to research and compare builders - one that surfaces not just the big names, but also the reliable, hard-working builders who deserve to be found.