How SHAWOOD is redefining customer service among homebuilders

27 March 2024

At SHAWOOD, we believe in making home the happiest place in the world. Since 1995, we have researched what makes families feel safe and comfortable, understanding that your living space impacts your overall wellbeing.

When you build a home with SHAWOOD, you become a recipient of that extensive research and meticulous design – this is something we are very proud of.

It’s why we’re always striving to deliver exceptional customer service.

“Here at SHAWOOD, we do take pride in delivering an unmatched level of customer experience,” says customer service representative Mathew Smith. “Customers feel protected by the level of service [we provide].”

Here’s a look at how we’re redefining the customer service experience.


Lot 92, Norman Estates


We get you

Because it’s intrinsically linked to your wellbeing buying a home can be a highly emotional process. That’s why we work hard to foster strong relationships with our new community members.

“As you’d imagine, no customer journey is identical,” Smith says. “You’ve got first-home-buyers, you’ve got downsizers… And everyone has a different expectation.”

Smith says those expectations are typically higher among SHAWOOD customers, owing to the premium nature of our product.

“There is an expectation from the client that there’s a high level of service guaranteed or delivered to them.”


Lot 91, Norman Estates


Calm under pressure

Homebuyers are under more pressure than ever, thanks to a rising cost of living and higher interest rates.

We’re aware that financial arrangements can be a source of great anxiety for our customers.

“A lot of people are anxious about finance applications, especially when it comes to valuation when we’re at around 85% completion,” Smith says. And that’s on top of juggling expiring lease agreements and arranging movers, in some cases.

We want you to be excited about your new home purchase, not stressed out by it.

And that’s why, at SHAWOOD, we strive to be open and transparent with both our customers and with lenders at every stage of the process, from the day you sign the contract to the first time you turn the key in your new front door.


SHAWOOD Sales & Customer Service Team


Keeping you in the loop

We want to keep you informed at every step of the way, so all new SHAWOOD homebuyers work with a dedicated customer service representative for the duration of their home build.

“We do fortnightly updates on construction to keep [our customers] in the loop of what’s going on” says customer service representative Nayomi Kottege.

“They have a lot of trust in us when we go through the handover process,” . “We take our time, and we give them plenty of opportunities to ask questions.”

Having bought a SHAWOOD home at Norman Estates in Gledswood Hills, Anna felt at ease under the care of the dedicated customer service team. “When there were changes to the construction timeline, I was always notified. There were no surprises and I had full transparency over the process.”


“I just felt at ease about the entire process – from building to turning the key!”

Kottege and her colleagues in our customer service team are hands-on in every sense of the word, making regular site visits to check on the status of your build.

“We provide [customers] with photos so they know we’re not merely sitting at a desk and typing construction updates from a system,” says Kottage. “It’s a very sincere approach that we take.”

With SHAWOOD, you’ll always be updated – even when there’s no update.


Construction site, Norman Estates


With you all the way

Your experience is our priority – and it doesn’t end when we hand over the keys to your new home.

When you join a SHAWOOD community, you benefit from our ongoing maintenance and repair services, so you can have peace of mind for life.

“I think Nayomi will agree that [SHAWOOD offers] a service that is unmatched by any other, along with a quality of home that’s unmatched by other builders,” says Smith.