ALLI GAY OF CHI HOMES
TRUST
in construction, there’s no standard policing of skills or qualifications. Licensing isn’t going to fix everything, but it would raise the baseline.” Keep learning She believes licensing should include a requirement for CPD – something CHI Homes embraces, but sees as a widespread gap in the sector. “We do loads of training. We go on courses. It’s not just about health and safety, it’s about knowing how new materials work, or how to build more sustainably or with renewables. There are a lot of builders out there who haven’t learned anything new for 10 years.” Ultimately, she says, technical knowledge isn’t enough. Builders also need emotional intelligence, particularly when rescuing clients from distress. “Soft skills aren’t fluffy. You need to be able to sit down with a client who’s lost their money, whose dreams have gone down the toilet, and help them make sense of it. You need empathy. You need to build a relationship they can rely on.” Gay encourages other FMB members to communicate their value, not just in terms of workmanship but in terms of business ethics. “Don’t be afraid to talk to clients about risk – sensitively. Explain why the lowest quote isn’t always the best one. Help them understand what insurance and what qualifications you have. Help them make informed choices.” Having this discussion about cost versus quality requires a delicate touch, Gay warns. There’s a need to stress the potential dangers of going with the cheapest quote while also not making it seem like your business is the only one the client should choose. Nevertheless, the reality is that many clients still focus largely on cost. “I wish I could say people are changing. Most still go on price. It’s only after they’ve had a disaster that they realise what the difference is.” Thanks to CHI Homes’ steady hand, Sam and Rachel’s project is completed and looking brilliant. For Gay, it’s another reminder that the role of the builder isn’t just to deliver buildings. It’s to protect people’s investment and restore their faith in what quality construction looks like.
says. “They liked the fact that we were FMB members, and the fact that I’m on the board was reassuring to them. They said they felt more comfortable with us straight away.” Still, the trust had to be rebuilt. “We spent hours with them sitting in their house, just talking through what had happened and trying to build a picture. “It was baby steps. They were in a really difficult place. So we worked with them slowly, talked about what was achievable, and helped them reset the project.” The CHI team worked alongside the original professionals – minus the rogue builder – to design a recovery plan that would bring the structure up to code, protect the remaining budget and avoid placing further stress on the clients. “We had to peel it all back and get it to a legally compliant standard. Then we worked with the architect and the building surveyor. We couldn’t just point fingers, we had to help the client understand what had happened and how to move forward.”
“Unfortunately, people don’t always value quality until something goes wrong. And that’s a really hard way to learn.”
Use the FMB’s resources Gay integrates FMB standards and
documents into her working practices, and says other members should do the same. “We use the FMB’s onboarding documentation as part of our early engagement process. Before we even contract with a client, we send them information about what their rights are and what recourse they have if something goes wrong. It gives them some assurance.” For Gay, trust starts before a contract is signed. “We talk about the psychological contract, making sure we understand each other’s obligations, that we’ve got the same values, the same vision. That stuff matters.” Trust-building is essential, but she also wants clients to understand the difference between low-cost contractors and compliant builders. “If people are looking for the cheapest quote, then we’re not the right company,”
she explains. “We carry five different insurances. We invest in training and
apprentices. We do continuing professional development (CPD). But rogue builders don’t have that overhead. They don’t invest in their people, they don’t pay properly, and they don’t care if things go wrong so, of course, they’re cheaper.” She says many clients don’t realise that until they’re in too deep. “Unfortunately, people don’t always value quality until something goes wrong. And that’s a really hard way to learn.” It’s one of the reasons she supports the FMB’s push for a mandatory licensing scheme for UK builders. “In other industries, if you’re not qualified you can’t practise. But
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Master Builder
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