Renovating Your Home? Read This! Renovating your home should be an enjoyable and exciting experience. Whether it involves improvements to your kitchen or a major addition to your home, renovation is all about making your home more comfortable and satisfying to live in. Every year, hundreds of thousands of Canadians under take home renovation projects. Most projects are successful and the ho me owners are satisfied with the results. Unfortunately, there are also cases where things don't work out as planned. This usually happens when home owners don't get professional advice and assistance when they need it. We're the Canadian Home Builders' Association (CHBA), representing over 12,00 companies involved in all aspects of Canada's housing industry. Our members are proud of the work they do and see home renovation as a profession requiring skill, experience and a commitment to fair and honest customer relations. While any renovation project will bring a measure of disruption to your daily routine, we believe that renovating your home should be satisfying, and deliver the results you want. This pamphlet provides advice that can help you make this happen. Some Straight Talk About Renovation We've talked with many home owners across Canada about their renovation experience - both what went well and what didn't. We heard what makes for a successful renovation project and some more common problems to be avoided. One of the things we learned was that for many home owners, finding the right renovator can be the most difficult step in the renovation process. Home renovation, particularly those involving extensive changes to a home, can be lengthy and complex projects. A renovator needs to provide expert management that keeps the process under control and on schedule, from design through material selection to directing the work of various trades involved on-site. This is a demanding profession that requires a high level of skill. Poor management means unnecessary inconvenience to you and your family. If you want the job done right, finding an experienced and knowledgeable renovator is very important. Professional renovator bring skill, judgement and integrity to the job. This will be reflected in both the quality of the work and in the quality of their business relationship with you. Unfortunately, not everyone who offers renovation services has these qualifications. "Non-professionals" cause home owners a host of renovations headaches. They also harm the reputation of the professional renovators who are committed to providing customers with high-quality service at a fair price. This pamphlet outlines some specific steps you can take to find a professional renovator for your project. To begin with, let's recognize that problems can come about in different ways: Sometimes home owners accept a renovator's proposal without checking out he renovator's "track record" first. This process involves a few simple steps to determine is the contractor has the skill and experience needed and a history of satisfied customers. Making sure that a renovator consistently delivers professional results to customers is the best way to avoid hiring someone who "seems like a nice guy" but turns out to be the wrong person for the job. Some home owners, hoping to save money, hire non-professionals who offer to do the work without a contract or at cut-rate prices, or to "forget the GST" if paid in cash. Not surprisingly, individuals who operate their business this way frequently short-change customers by delivering shoddy or incomplete work and no warranty. And without a written contract, there's not much the home owners can do about it. What To Look For In A Renovator Finding a professional renovator is not as difficult as it can sometimes seem. It's best to begin with a list of the characteristics you should look for. Presentation - Real professional renovator operate in a businesslike manner. They respect your schedule and show up for appointments on time. They present themselves well, are organized and deal with your questions and concerns directly. They earn your confidence because they follow through on promises - if they say they will call you back tomorrow , they do. How a renovator deals with you before a contract is signed tells you a lot about how you can expect to be treated once the job begins. Communication - Renovation is a "people business", and good renovators are good listeners and communicators. Professional renovators must "translate" your ideas and goals into a workable plan - this requires a solid working relationship and good rapport. If you're not comfortable with renovators you interview or don't feel you can communicate with them effectively, you should keep looking to find the right person for your job. Skills and Experience - Renovating a home can be a far more complex task than building it in the first place. It takes years of experience in the business before most renovators are ready to manage a major project on their own. Professional renovators have this type of work history in the industry, and you should ask about it. When did they start in the business and who have they worked for in the past? Have they completed projects that are similar in nature and size to the one that you are planning? How long have they worked with the trades who would be involved in your project? Do they regularly take part in industry training programs? Track Record- A renovation contractor's past customers are probably the most reliable source of information available to you. A professional renovator will be glad to provide you with a list of past customers who you can contact for personal references. Get this list and then follow through and make the calls. There are a number of key questions you should always ask past customers : Did the renovator deliver what was promised? Did the work crew arrive on time with all the necessary materials? Was the work site organized, and did they feel the renovator provided adequate direction and management to workers? Were they able to maintain satisfactory communications with the renovator throughout the project? If there were any problems, did the renovator take adequate steps to resolve them? Was there any follow-up or warranty work required after the job was completed and, if so, was it done quickly, properly and agreeably? If they were doing the job again, would they hire the same renovator? If any renovators are unwilling to provide you with customers references, you should not consider hiring them. Professional Reputation -Established renovators work with a network of other businesses in your community - banks, material suppliers and trades. You should ask a renovator for references to any of these people. Also, you should check with the local Better Business Bureau to find out if there have been any complaints filed against the renovator. Your Local Home Builders' Association -Ask renovators is they are members in good standing of the Home Builders' Association in your area. Most Association members are established local firms with many years in business. The education and training programs offered through the Canadian Home Builders' Association network provide renovators the opportunity to keep up-to-date on building technology and practices. Association membership is a solid indication that a renovator is a committed member of the industry. Be Clear About What You Want and Expect It's hard to get what you want if you don't ask for it. In the home renovation business, the real professionals want to understand your expectations and needs. So don't hesitate to "speak your mind". We know that not everyone finds this easy to do, but it is very important. If a renovator you talk with is not responsive to your questions, chances are you should choose someone else for your project. The renovator should help you define and plan your project. One of the benefits provided by professional renovators is their knowledge and experience in planning projects. An important part of their service to you should be to help you finalize your renovation plans. You should expect renovators to offer suggestions about how best to achieve your renovation goals and what can be accomplished within your budget. When there are things about a renovators proposal that you don't understand, ask questions. It's the renovator's job to explain things to your satisfaction. Good renovators want the opportunity to do this. Balance price and value. A price that's "too good to be true" probably is. The range of price quotes you get will reflect differences in quality of materials, workmanship and management provided. There's no magic involved. If one renovator offers to do the job for substantially less than others, there will always be a reason. Compare quoted specifications, and the renovators' track records, very carefully. If a renovator's price seems out of line with others, ask for an explanation. Higher prices should reflect better-quality materials, finishing, features and service. The opposite is usually true when prices are lower than average. Make sure the price you choose will deliver the quality you want. Ask the renovator how any hidden defects will be handled. With any renovation project, unanticipated problems can come up. For instance, the condition of wiring hidden in walls can't be known until the job is under way. If hidden defects are uncovered, you need to know how your renovators will handle these problems. What's important is that you are fully explained to you before extra charges are incurred. Never agree to anything without a written contract. A written contract protects both you and the renovator from misunderstanding. The contract must include detailed project plan, specifications, a timetable and schedule of payments. As well, it will deal with practical issues such as the renovator's access to your home, and various legal requirements such ass GST payment, Workers' Compensation coverage and the renovator's liability insurance. A proper contract will also specify the warranty the renovator is providing on the work. If you are unsure about any part of the contract, have a lawyer review is before you sign. Ask question about the renovator. We've provided some suggestions. You need to let renovators know that character and reputation matter to you. A real professional can meet this test and will respect you for asking these questions. Some Advice About "under the table" Contractors - It's No Deal! We're not going to deliver a sermon on the virtues of paying GST, Unemployment Insurance, Workers' Compensation premiums and Income Taxes. As legitimate businesses, renovators have no choice but to collect and pay them - it's the law. When owners avoid taxes and other normal costs of renovation by accepting a cash deal from someone offering "under-the-table" services, there are some real risks involved. The most obvious of these is that you won't get what you pay for. Without a written contract that specifies the work done, the costs involved and the warranty provided, you have little or no legal protection. So, if the person you hire walks away from the job part-way through or decides to charge you more than originally agreed, there may be nothing you can do. And you could be held responsible if the renovator fails to pay the material suppliers and tradespeople involved in your project - they can come after you to get their bills paid. The less obvious risks you face with "under-the-table" deals have to do with your personal liability. "Under-the-table" operators usually avoid many costs of doing business in addition to taxes - building permits, liability insurance and Workers' Compensation premiums for instance. If your home is damaged during the renovation process, you may be out of luck. Your home owners' insurance will not necessarily cover your loss. And if a worker is hurt on the job, you may be held financially responsible for their personal injuries. These are real risks that can turn your renovation experience into a true nightmare. What if I want to do it Myself? Do-it-yourself activities account for the vast majority of renovations and home repair projects. For many home owners, these annual projects are a source of considerable enjoyment and pride. The only advice we offer is to consider your own skills and abilities when planning your projects. Getting in "over your head" can end up costing you more money than hiring professional help in the first place. If you intend to carry out extensive renovations to your home in stages over a period of time, it is likely that some of this work is going to require professional help. Consider asking a renovator to look over your plans and provide advice and cost estimates on these portions of the work. A professional renovator will be glad to help you fine-tune your plans. Summing Up The home renovation business has changed a lot over the years. New methods, tools and materials mean that professional renovators can transform an older home into a more comfortable, convenient and secure living environment. The industry's ongoing training programs mean professional renovators know what they're doing. While these are important changes, we know that your home renovation experience is what really counts. A lot of what home owners told us comes down to two things - they want to be treated with respect and they want to deal with renovators who care about their customers' total satisfaction. As we've indicated in this pamphlet, there are some concrete steps you can take to help make this happen. Perhaps the best advice that we can offer is the simplest of all - don't settle for anything less. If you would like more information on home renovation, please contact the Greater Windsor Home Builders' Association.