Major Works Communication: Set Expectations Before the Invoice

Major works are where trust is won or lost. Residents can accept large bills when the process feels transparent and the rationale is clear. They push back when they see a sudden invoice without context.

Communicate early, then keep a steady cadence

The best time to explain a project is before it feels like a decision has already been made. A simple rhythm works for most estates:

• Announcement: What is being considered and why.
• Options: The approaches, timelines, and trade-offs.
• Decision: What was chosen and how the decision was reached.
• Progress: Short updates tied to milestones and delays.

Publish the evidence, not just the conclusion

Residents trust a process when they can see the supporting materials. Even a small set of shared documents makes a difference:

• Scope of work and contractor quotes.
• Timeline, access requirements, and safety notes.
• Meeting minutes or votes that approved the work.
• Photos before, during, and after completion.

Reduce surprises with a clear financial narrative

Avoid dumping a total cost without explanation. A short summary helps residents understand what they are paying for:

• What portion is mandatory vs optional.
• What risks are avoided by doing the work now.
• How costs are allocated across units.

If your next major works project needs a clearer communication plan, we can help set one up. Request a demo.