Reno rescue

You've heard these horror stories before. Here's how to keep your dream home project from turning into a nightmare.

Mon, Oct 31, 2011
Home & Decor

By Wong Siow Yuen

Last year, the Consumers Association of Singapore (Case) received 25 per cent more complaints against renovation contractors than in the year before.

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Misrepresentation, a failure to honour agreements and unsatisfactory work were some of the most common grouses.

We polled both interior designers and homeowners to suss out the common issues that may arise from a reno, and offer this primer on how you can minimise delays, budget blowouts and headaches.

Unfinished business

"I found out from the flooring supplier that my contractor was in debt and had closed down his company. I had to pay other contractors to come in to finish the work."

- Owner of an HDB maisonette

Look for a firm with a good reputation (reno forums will give you some idea) and one that is willing to let you see their projects.

If yours is an HDB home, engage an HDB Registered Renovation Contractor. Otherwise, look out for the Case Trust or the Renovation and Decoration Advisory Centre (RADAC) logo. Case Trust is Case's accreditation arm, and RADAC requires its members to be covered by Public Liability Insurance for at least $200,000. Both these agencies can help if disputes arise.

Also, do a bankruptcy check on companies and individuals (online via www.isis.gov.sg) to avoid nasty surprises.

Managing expectations

"Some clients expect a beautiful, magazine-worthy home without being realistic about their budget, the site or practicality."

- An interior designer

Interior designers speak of customers who expect to replicate photos from publications; or those who want top-dollar looks and materials at rock-bottom prices.

Homeowners should not be preoccupied with aesthetics, says one interior designer - they should also think about their present and future requirements if they want the home to serve them well. Be upfront about your budget and don't forget to factor in the cost of appliances, hardware, soft furnishings and lights.

Verbal agreements

"My contractor said plywood would be used for the carcass of the kitchen cabinets, but he used particle board instead. As it wasn't described in the quotation, I just had to accept it."

- Owner of a private apartment

Before you sign any contract, make sure the quotation is as specific as possible. Every item should be itemised down to its material and dimensions and, where possible, accompanied by a drawing.

Spell out everything from the dates of commencement and completion to the terms of payment and warranties to defect rectification. Download a model agreement at www.case.org.sg/downloads/buffet/model_renovation.pdf.

Miscommunication

"What surprised me was that despite the numerous meticulous drawings I had made and given them, they still got the false ceilings too short and installed fans in the wrong places!"

- Owner of a landed home

Regular site visits are a must, even if there are detailed plans.

You've heard of the "broken telephone" game? Workers get their directions from the foreman, who gets it from the project manager, who gets it from the interior designer or main contractor.

Instructions can get muddled along the way. One homeowner drew up sliding doors in her floor plan and received folding doors instead. Another had to deal with light switches positioned a few centimetres off.

Running out of time

"As the renovation was behind schedule, we moved in before the kitchen was installed, thinking the only inconvenience would be eating takeaway. We were unprepared for the fine dust that got everywhere."

- Owner of a five-room HDB flat

Delays in the schedule are a top complaint from both homeowners and renovation firms. Interior designers cite indecisive clients and clients who make changes as the reasons their logistics and planning are often messed up.

There are many other reasons for pushing the timeline back: a delay or defects in material shipment or fabrication, rectification of mistakes, poor scheduling, and so on.

A good interior designer or contractor will build in a buffer for delays and give you a realistic timeframe. Ask for a compensation clause in the contract in the event of delays.

If you have no choice but to move in before completion, be prepared to put up with the inconvenience, noise and constant cleaning-up.

Installation of carpentry and solid surface countertops generate a lot of fine dust from sanding and polishing, while other work such as varnishing produces unpleasant fumes. Ask your contractor to clean up at the end of each work day and keep your belongings tightly sealed in boxes.

If work is progressing behind schedule, raise the issue early and not at the last minute as the contractor might rush to finish and you'll end up with shoddy workmanship.

Substandard work

"I was appalled that some kitchen cabinet doors were not completely squared and the cabinet handles were not placed perfectly horizontal. Surely these are basic things."

- Owner of a semi-detached house

An untrained eye can spot uneven plastering and misaligned doors, but some inferior work can be buried and hard to spot. Undetected, these may cause problems later on, and rectifying them will be difficult.

One homeowner noticed that his false ceiling had started to warp after several months and cut it open to inspect. He discovered that the contractor had stinted on the support brackets, which meant that the ceiling board and fan were not sufficiently supported.

Other common short cuts include thinned-out paint or lacquer, and a failure to waterproof the walls at the bathroom vanity area.

Case recommends that homeowners conduct regular site visits armed with a camera to document unsatisfactory work. Diary any dissatisfactions and ask the contractor/designer to correct them.

Whodunits

"My brand new door handles went missing."

- Owner of a five-room HDB flat

With a constant stream of workers and sub-contractors entering and departing the site, things may get misplaced or even stolen.

Homeowners have reported losing branded electrical switches, kitchen appliances, lights and sanitaryware.

If you have anything delivered to your home, try to time it on the day of installation. If not, lock them up.

Call in the specialists

"Looking back, we should have hired a kitchen designer instead of a general carpenter who didn't offer suggestions on the look."

- Owner of a semi-detached house

Entrusting the whole project to a contractor may be convenient, but might also present problems.

Eve and Alan Toh engaged a main contractor to carry out their renovation and had leaks in their new roof soon after.

While the contractor did try several times to fix the problem, he lacked the expertise and the couple had to call in a waterproofing specialist in the end.

Try to source for separate contractors that specialise in different jobs. This may also help to reduce your costs as you won't be paying the mark-ups put in by the main contractor.

Warranties

"Get defects rectified quickly. Once you've moved in, you might not want to deal with having things redone and let the problems slide."

- Owner of a private apartment

The terms for resolving defects and the warranty period should have been spelt out in the contract.

Upon completion, walk through your home carefully to check that the work is satisfactory.

Take the time to lock and unlock windows and doors, test the water pressure and walk around barefoot to feel for uneven tiling or polishing.

Document defects with a camera and compile a list so they can be resolved systematically.

WHAT REALLY GOES ON

Once you've decided on your reno professional, most renovations follow the same process:

• You will meet with the interior designer or contractor to discuss requirements, preferences and the budget. After collecting this information, the designer will create a design plan and estimate costs. This is open for discussion before any detailed costings can be obtained. In the case of a contractor, he should present you with a detailed quotation and some sketches. Ask to see material samples.
• When the design concept is finalised and a deposit is paid, the designer will specify materials, finishes and furnishings (furniture, lighting, flooring, wall coverings etc.). You can also expect more perspective drawings, elevation drawings for carpentry, colour palettes and maybe even mood boards for the major rooms. Once approved, the drawings are submitted to the HDB, URA, BCA or, in the case of private apartments, the management corporation for approval.
• Finally, the designer develops a timeline for the project, coordinates contractor work schedules and makes sure work is finished on time. During construction, you might need to shop for fittings and fixtures, furniture and soft furnishings. Do not feel obliged to shop at places your contractor recommends, as chances are he enjoys a commission there.
• In the meantime, visit the site at least twice, and more so if you are working with a contractor rather than a designer. Just before handover, a general cleaning - including an acid or chemical wash over tiling work - will be done. Some designers also accessorise the home for that final touch.

Top tips for a smooth reno

Renovating your home can be extremely stressful as you give up your territory and home conveniences for weeks - even months. Use these tips on organising and planning to keep the project on track and minimise disruption to your work and family life.

1. Create a separate folder for each contractor so there's no need to hunt around for the relevant documents at each discussion.
2. If you're doing painting work, ask for leftover paint for future touch-ups. Remember to label the tin with the room the paint is used in and date. Add a lick of paint to the lid so you can identify the colour without having to prise open the can, which dries out the contents.
3. Electrical trunking should be run before painting or wallpapering so you can blend it in with the wall colour. It should be wide enough to house at least four cables so your brand new decor isn't spoilt by unsightly wires crisscrossing the walls.
4. Factor in more electrical plugs than you think you'd need. With most household appliances requiring electricity or charging, you don't want trailing extension leads should you add a new massage chair or lamp.
5. Time and budget are huge considerations in any upgrading. If you want to save time, use off-the-shelf dimensions for features such as doors and storage systems instead of custom-building them.
6. We spend 60 per cent of our time in the kitchen around the sink, so plan its placement first. As a guide, stand with your arms straight down by your side and turn your hands up at right angles. This is where the bottom of your kitchen sink should be. Add the depth of the sink, and this marks the ideal working height for counters.
7. If you're home during the renovation period, carve out an oasis for yourself. Use a room that will remain relatively untouched by the chaos and put in whatever you need (your laptop, kettle, yoga mat, earplugs etc.) to keep yourself sane during that time. Keep all your renovation files, valuables and chargers in this spot, too.
8. Be prepared and make your renovation choices beforehand. Try to buy everything in advance. If that's not possible, schedule a time each day to make outstanding decisions with your spouse/family to keep within your schedule.
9. Be nice and tell the neighbours. They'll be more accommodating about the extra vehicles in the parking lots and the inevitable noise and dust.

Information provided by Georgina Wong, owner of Asian Professional Organisers, an organisation that helps homes and offices maximise their spaces. Find out more at www.asianprofessionalorganisers.com.