Moment 7 of 7
When something goes wrong
Calm, ordered steps, starting with a question.
Without a neutral path, ordinary uncertainty becomes adversarial:
I am not sure this is right.
becomes:
I am refusing payment because the builder has done it wrong.
The trade then hears an accusation, becomes defensive and treats the customer as unwilling to pay. The customer interprets defensiveness as proof that something is wrong. Positions harden before the underlying question has been identified.
The query process creates another route:
- Question
- Explanation or evidence
- Correction or change if needed
- Recorded resolution
Guides for this moment
- For homeownersGuideI am not sure this building work is right. What should I do?You notice that a socket appears on the opposite side of a window from the drawing. The insulation looks thinner than you expected. A stage payment has arrived, but one part of the work is unclear.Read the guide
- For buildersGuideHow to answer a construction query without becoming defensiveA customer message saying “I’m not sure this is right” can feel like the beginning of non-payment.Read the guide
- Both sidesScenarioThe socket is on the wrong side of the windowAmira notices that a kitchen socket is to the right of a window. The accepted electrical layout shows it on the left. She worries the installer ignored the drawing.Read the scenario
What the words mean
- Query
- A query is a structured request for explanation, evidence or action about a defined part of the project. It gives the parties a chance to resolve uncertainty before treating the matter as a formal dispute.
What each side does
For homeowners
Having the work done
- Raise questions or queries early.
- Identify the exact work or evidence.
- Explain the observation and expected position.
- Remain open to clarification.
- Avoid using unrelated payment as general leverage.
- Allow reasonable access or opportunity to respond where appropriate.
For builders
Doing the work
- Treat a query as a normal project event.
- Respond to the point raised.
- Use the agreed scope and evidence.
- Acknowledge genuine errors.
- Explain technical matters in accessible language.
- Propose correction, variation or professional input as appropriate.
- Do not ignore the query while requesting full payment.
Assurr’s part in this
What Assurr doesn’t do
- decide whether work is defective;
- provide legal advice;
- certify technical compliance;
- adjudicate the merits;
- guarantee that the other party will respond;
- guarantee that a partial-approval release request will be processed or settled by the provider.