After reading of another tiny home company heading into administration and leaving many families out of pocket and with shattered dreams, we want to address some of the key points we feel is necessary for people thinking of investing their hard earned dollars into affordable housing for their loved ones.
Whilst we cannot comment on how other companies run their business, we can be transparent with ours. Over the last seven years, we've built Havenwood Tiny Homes on honesty and integrity. We've had our share of challenges, learned a heck of a lot along the way, and taken every piece of constructive criticism onboard to help us become a better Aussie manufacturer. For our clients, for our team, for ourselves.
Integrity matters. The only thing that walks back from the grave is the character of a man. And in this case, the integrity of a company is built on the back of those who run the company. If you don't know who is at the head of a business, and you cannot contact them directly, run!
Havenwood Tiny Homes is run by Rick and his wife Shani. Rick is the one you see on the social media posts. He does live videos every fortnight or so, sharing years of knowledge in the building industry with those who tune in. He has helped many other tiny home builders get their companies off the ground, and is always willing to chat with industry insiders needing information.
The company builds homes from its factory premises in Albion Park Rail, from the ground up. All materials are sourced from Australian companies - the 'foundations' (trailers) are build by a regional Aussie company in Bathurst.
All suppliers have their own businesses and are vetted to ensure longevity and loyalty - making windows, wall and roof materials, flooring, windows, along with long-term contractors who are hands on with electrical, plumbing, shower screens, flyscreens, air conditioning, fireplace installers...the list goes on!
All of these subcontractor teams have worked for us for years. We have grown together, and now collectively employ over 50 Australian tradesmen and women, many of them apprentices in their fields.
One of the keys when looking for a tiny home builder, is what they do at the back end. If you have a warranty issue, a repair or need assistance with your home, is there someone you can call? Do they have trades available to assist you no matter where you are in Australia??
Here's our top tips to think about when you are in planning mode:
1. What is the upfront costs of a build? Does the company have transparency around progress payments?
Havenwood asks for 20% on signing of our paperwork. This covers the ordering of your trailer and home chassis, we also place orders for your windows, Bondor for your home shell, exterior roofing, cladding and guttering.
Our paperwork shows you exactly what stage your progress payments will be invoiced at, and you will be sent photos of your home as it progresses. Our Client Services Manager (Toby) will call you and keep you updated if you are interstate on your home's progress, and if you are more local, you can come and inspect your home at each stage of completion.
If you are being asked for 40% or more upfront, be very careful.
2. Is the home built in Australia?
Does the company import the home and then 'finish off' here in Australia, or is it built from the foundations up? Can you see your home as it progresses?
Our social media pages are always showing what is going on in the factory, along with each client being sent pictures of their home as it moves along the production line.
The beginning of our builds goes fairly quickly, then there is a little wait for the kitchen joinery to be delivered. This is because there are check measures that have to take place once the home is built, even though we may have ordered your kitchen at the beginning of the process. We want to ensure all measurements are accurate, so we do another measure once all the walls and flooring is in.
And we know it can feel frustrating when the home is 'almost' done, wanting to get delivery going, but we have learnt from experience that until the home has been given the three times over, it will not be leaving our factory. So a little patience right at the end is hard but necessary!
3. What sort of warranties does the company provide?
Can the company provide warranty information upfront? Is it in their paperwork?
Havenwood has a lifetime warranty on the structural components of your home. This is the aluminium of the trailer, the Bondor shell structure, 20 year warranty on Colorbond cladding. Other warranties are three years on accessories (standard industry practice).
We have a detailed page in our paperwork regarding warranty.
4. After sales service
This is a BIG ONE!!
There is NO building company, tiny home or otherwise, that does not have issues that come up.
Tiny homes are transported long distances on wheels, and inadvertently, things can happen.
Just like a home, shifts in temperature and movement can cause minor defects, and you need to know you can make a call to the company that built your home to assist you.
With over 180 homes right across Australia, Havenwood has been able to assist our clients with minor repairs by organising local trades on the ground to attend to repairs. It is not feasible to bring the home back to the factory for attention, so we find the right people near you. If the homes are more local to us, we send one of our own team out to you to attend to your concerns.
Many of our clients are women on their own, and it's a huge relief to know they can access assistance.
NOTE: It is important to note that these homes are built by humans! And whilst we do everything in our power to ensure excellence, there are times when something gets past us. Remembering that the people behind your homes are living, breathing beings like you is helpful when dealing with our office in addressing concerns. Mutual respect goes a long way in ensuring long term relationship!!
There are times when we have presented to address a concern, and have recognised that the issue is part of the client's responsibility. For example, a heavy rainstorm brings a drip inside the home, but on attendance the contractor finds the gutter is full to the brim of leaf and debris causing a buildup in gutters.
Remember there is also onus on you to maintain your home!
5. Ongoing relationship.
After your home has been delivered, are you able to stay in touch with the company? Or are you just a number?
With Havenwood, we have a private client page on Facebook for our homeowners to share their lives and chat about their homes. Many of our clients have been part of this for over 5 years.
We love watching their families grow, how they have re-worked spaces in each season.
There is nothing more satisfying to us than having our clients keep in touch! Sending us pictures, commenting on our posts on social media. It always blesses us so much when one of our clients posts comments on social media on our behalf, shouting out our company to a prospective buyer, or comes to an expo just to say hello and give us a hug. :))))
As a family business, we care about the families we serve, and they know we are always a phone call away.
The number of people we have built for that we don't hear from again is minimal. The vast majority are part of the Havenwood family, and will be forever, (or until they tell us to nick off!)
Summary:
> Check the upfront costs
> Is it Australian made,
> Know their warranties,
> After sales service,
> Ongoing relationship.
What would you add to this list?
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