How We Communicate During Your Build (and Why It Matters)

The number one complaint about builders, in any trade — pool, house, kitchen, deck — is communication. People don't actually mind delays as much as they mind not knowing what's going on.

So the way we communicate during a build is a deliberate part of how Wahoo runs. Here's exactly what to expect once you've signed up.

Week 0: Pre-start call

Once your build is in the schedule, your project manager (usually Mike for most builds, sometimes Lachy for our smaller ones) calls you to walk through the timeline. We confirm:

• Your start date
• The week-by-week milestones
• Who's coming to your site each week
• Your preferred contact method (call, text, email)
• Your preferred update frequency (we default to weekly)

From this point you have a direct line to your PM. Their mobile number, their email. You don't go through reception or admin.

During the build: weekly updates

Every Friday, your PM sends:

• A brief written update (text or email, your choice)
• One or two site photos
• What's planned for the following week
• Anything we need from you (decisions, payments, access)

If something significant happens mid-week — weather delay, council update, anything that affects timing — you hear about it the same day, not at the next Friday update.

The questions you can always ask

Some clients hold back on questions because they don't want to be 'that person'. Don't. Things you should always ask if you're unsure:

• Why is the timeline shifting?
• What's that thing you're doing today and why does it matter?
• When's the next payment due and what does it cover?
• Can I see the engineer's certificate?
• Will [X variation] cost extra and how much?

If we can't answer something well in the moment, we'll find out and call back the same day.

What we won't do

We won't:

• Use a portal that nobody logs into
• Send generic group emails that don't mention your job
• Go silent for two weeks at a time
• Hide problems or delays
• Bring up cost variations at handover

Every variation — every change to the original quote, no matter how small — gets confirmed in writing before it happens. You sign off, then we do the work, then it goes on the invoice. No exceptions.

The handover and beyond

At handover, you get:

• Your warranty pack (10 years on equipment, structural backed by us)
• Equipment manuals
• Care instructions for the first 30 days
• A direct number for ongoing questions

For the 30 days after handover, you can ring or text Travis directly with any water chemistry or equipment questions. Most issues in the first month are minor — a chemical balance question, a pump speed question, a salt cell adjustment. We'd rather you ask and get it right than wait until something becomes a problem.

Why this matters more than you'd think

Building a pool is a $40K-to-$70K decision that takes 12-16 weeks of your life. It's a lot. Knowing what's happening, when, and why — and being able to ask any question — is the difference between a stressful experience and a smooth one.

We've been doing this for 20+ years and we've watched a hundred builders get the construction part right and the communication part wrong. Both matter.

If you want to talk about a build, get in touch and you'll hear back within 48 hours, not 48 days.

— Cathy