The Key to a Smooth Post-Construction Phase: Early Engagement

We recently sat down with Chris Polin, Founder of DLP Manager, to discuss his approach to managing defects in the post-construction phase. As someone who spent years as a project manager, across several major projects, dealing with defect resolutions, he is no stranger to the frustration that comes with using archaic spreadsheets, emails, phone calls, SMS messages, random photos and PDF’s to communicate and manage defects. This led him to build a robust technology and workflow system that automates, records, manages and progresses defect resolution through to completion – DLP Manager.

Continue reading for his insights on the importance of early engagement for effective defect resolution, and the capabilities of DLP Manager.

In one of our previous articles, Managing Building Defects between the Owners Corporation & Developer, we explored some of the essential components of post-construction defect management and how structured processes ensure efficient and effective defect resolution. While those principles remain crucial, this article focuses on the importance of early engagement, open communication, robust documentation and how leveraging technology can enhance efficiency for developers, builders, and subcontractors alike.

Early Engagement: Laying the Foundation for Success

One of the most overlooked aspects of post-construction defect resolution is engaging key stakeholders early in the process. Developers, builders and subcontractors working with strata managers and building managers play a vital role in ensuring a smooth handover and ongoing proactive asset management mitigating the risk of maintenance related defects. 

Asset Handover: Getting It Right from the Start

Neglecting the first six months of maintenance due to late documentation increases the risk of avoidable defect claims. Implementing a digital maintenance schedule before handover and integrating it with building manager and strata management systems and workflows not only prevents disputes but also aligns with the principle of “first impressions matter”. 

Providing a comprehensive initial maintenance schedule prior to occupation ensures the new owners will be equipped to: 

• Price and release maintenance contracts early 

• Ensure proactive asset management from day one 

• Support new owners in fulfilling their “duty to maintain” 

The traditional approach of handing over static PDF’s leaving strata and building managers to decipher maintenance requirements is outdated. Instead, a structured, transparent, and technology-driven process enables new owners to efficiently manage their assets from the date of occupation. 

Pre-Settlement Inspections (PSI): A Critical Engagement Opportunity

Pre-Settlement Inspections (PSI’s) are the key opportunity for developers to engage with new owners before handover.

For developers and construction teams, PSI’s can sometimes feel like an unnecessary last-minute critique of their hard work. Instead embracing this process rather than avoiding it can make a significant difference in the owner’s experience and overall defect resolution.

Changing the PSI Mindset: From Frustration to Opportunity

Many developers hesitate to invite scrutiny at this stage, fearing an influx of issues raised by new owners, however, viewing PSI’s as an education and marketing opportunity shifts the dynamic: 

• Owners bring a fresh perspective – they will notice things a construction team may have overlooked. 

• Providing owners with time to inspect thoroughly builds trust and avoids post-settlement disputes. 

• Clarifying expectations on what constitutes a defect prevents unnecessary claims. 

Providing reference materials, such as the NSW Guide to Standards and tolerances, assists owners to understand what qualifies as a defect. It’s also essential to set expectations around post-settlement defect management. For example, damage to doors, walls, and benchtops that are not picked up during the PSI and settlement inspection and noted after move-in cannot be attributed to the builder’s workmanship which is referenced throughout the guide. 

Closing Out PSI’s Before Settlement: A Strategic Advantage

For builders, the period between PSI and settlement is a crucial time to close out any identified defects, however rushing to complete last-minute fixes-especially by allowing unsupervised subcontractors into completed units can create more issues than it solves.

A common challenge is that new defects arise just before handover, leading to additional access challenges post-settlement. At this point, coordinating with the new owner for rectifications adds delays and additional costs particularly when damage cannot be directly attributed to a specific trade.

A well-managed technology-driven PSI process allows developers to address defects while still having full control over access to the units, minimising post-settlement risks.

Settlement (Key Handover): Setting Clear Expectations

A smooth settlement process supported by technology ensures that:

• Owners sign off on outstanding PSI items before finalising their purchase. 

• A final walkthrough is conducted to check for any last-minute damage. 

• Owners understand that only genuine defects will be addressed post-settlement, with all issues assessed in line with pre-established expectations. 

A well-structured handover builds trust and transparency, leading to fewer disputes and smoother post-settlement defect resolution.

By engaging early in the construction handover, leveraging technology, and maintaining open transparent communication, developers, builders, strata and building managers will significantly reduce defect claims and enhance owner satisfaction.