The Story of the Business

This document introduces you to some of the key concepts, ideas and practices of our business. This is how we do it here.

The purpose of Turnkey Creations is to build a business that delivers certainty, predictability and exceptional outcomes for our customers, staff, investors and business partners.

We believe exceptional businesses are built on exceptional systems. Our objective is to document every predictable process within the business through practical, easy-to-use procedures, manuals and training guides, so that every person understands what to do, how to do it and the standard expected.

Our philosophy is simple: build systems that enable ordinary people to achieve extraordinary results.

This is the highest-order document of the business. Every action plan, position manual and procedure sits beneath it, and anything that contradicts it is wrong.

Read it in any order

The sections are listed down the left, with their chapters beneath them. Nothing here has to be read front to back — go to what you need.

Who it is for

Some sections need the number

Sections marked for staff carry the market size, the margins, the turnover and the inside of our own system. Staff have the number; it is the same one that opens every CGFB system. Everything else on this page is open to anyone we send the link to.

It is live, and it is the only copy

This page is the document — not a copy of one. When it is changed here it is changed everywhere, and the previous version is kept with the date and the person who made the change. The Word file you can download is generated from this page, so the two can never disagree.

Please do not keep your own copy. Until October 2026 there were fifteen versions of this document across our systems, the most recent sitting in a folder marked OLD, and two of them had been drifting apart for seven weeks. That is the problem this page exists to end.

If something in it is wrong

Say so. The document is only worth having if it describes what actually happens — where it does not, either the document or the practice needs to change, and both are worth knowing about.

Our mission is to serve the needs of our Canberra-based customers by building world-class residential Building projects.

We have commenced testing the process of testing and probing NSW projects as of June 2026:

Turnkey Creations operates a full-service delivery model, managing every stage of a residential building project through dedicated in-house teams. Rather than coordinating multiple consultants and contractors, clients work with a single organisation that is accountable from initial concept through to completed construction.

Our integrated service covers key stages:

• Designs– Developing innovative designs that maximise the potential of your property while meeting your objectives and budget.
• Planning & Development Approvals – Managing planning assessments, development applications, building approvals, and regulatory requirements.
• Inclusions – Assisting with product selections, finishes, fixtures, colours, and specifications to create a cohesive, high-quality outcome.
• Construction – Delivering your project through experienced construction teams with dedicated project management, quality assurance, and customer support.

Why Turnkey Creations:

By managing every stage of the project in-house, Turnkey Creations provides clients with a single point of accountability, consistent communication, and a streamlined project delivery process from initial concept through to completed construction.

Our business is structured so that dedicated employees are accountable for each stage of the project lifecycle. This enables us to accurately plan, coordinate and budget projects before construction begins, allowing us to offer fixed-price building agreements that provide certainty and minimise unexpected costs. This integrated approach is one of our key points of difference.

Design Excellence

Our Concept Design Process allows clients to either create a completely custom design or select from more than 250 designs we have previously designed and built throughout Canberra. Every project is tailored to suit the client's property, lifestyle, objectives and budget.

We deliberately subsidise the design process because we recognise that comprehensive, high-quality plans are one of the most important investments in any successful building project. Accurate documentation significantly reduces construction risk, improves coordination and provides greater certainty throughout the project lifecycle.

Independent Product Selection

Our Inclusions Process is based on realistic allowances while providing complete flexibility of choice. Clients are not restricted to predetermined products, suppliers or national retail chains.

Importantly, Turnkey Creations does not receive supplier rebates or operate under exclusive supply agreements. This independence allows us to recommend products based solely on quality, suitability and value for each individual client.

Specialists in Our Field

Every member of our team strives to become a recognised expert within the area of the business for which they are responsible. Through clearly defined systems, documented procedures and continual improvement, we work to deliver consistent outcomes across every project.

While mistakes can occasionally occur—as they can in any construction business—we have continually refined our systems through the successful delivery of more than 300 residential projects across Canberra. This experience enables us to navigate the continually evolving planning framework, building regulations and construction complexities associated with secondary residences, residential extensions and home renovations.

Quality Beyond Handover

Our responsibility does not end when construction is complete. We operate a structured Warranty Log System to manage post-handover items promptly and transparently, and we stand behind our workmanship by providing a Lifetime Workmanship Guarantee.

Value Through Experience

We are not positioned as the lowest-cost builder. Instead, we focus on delivering exceptional value through careful planning, experienced project management, quality construction and transparent pricing. We publicly publish many of our fixed-price designs because we believe transparency builds trust and accountability.

By focusing exclusively on the Canberra market for more than six years, we have developed strong relationships with a network of highly skilled local employees, consultants and trade partners who share our commitment to quality workmanship and professional service.

Our Commitment

Our purpose is to help our clients achieve their property goals on time and within budget while maintaining the highest standards of quality, safety and professionalism. Everything we do is underpinned by our core guarantees and our commitment to continuous improvement.

Our objective is simple: to deliver projects that we are proud of, that meet or exceed our clients' expectations, and that create lasting value for the homeowners and communities we serve.

Turnkey Creations specialises exclusively in consumer-direct residential building projects throughout Canberra and the surrounding region. By focusing on a select range of residential project types, we have developed specialist knowledge, documented systems and streamlined processes that enable us to deliver projects efficiently and consistently.

Our core project types include:

Secondary Dwellings (Granny Flats)

Custom-designed, fully self-contained dwellings constructed alongside an existing home. These projects are designed to maximise the potential of residential properties while complying with the requirements of the ACT Territory Plan.

Dual Occupancy Developments

Development of two separate dwellings on a single residential block, typically involving subdivision or unit titling to create separate titles that may be retained or sold independently.

Following the commencement of the new ACT Territory Plan on 1 July 2026, we are placing a significant strategic focus on helping Canberra homeowners unlock the value of their land through subdivision and dual occupancy opportunities. This includes planning assessments, subdivision management, development approvals, project management and, where appropriate, construction of the new dwelling.

Home Extensions

Single and double-storey extensions designed to increase the size, functionality and value of an existing home. Extensions may be attached to, or detached from, the existing dwelling where appropriate.

Major Renovations

Comprehensive residential renovations, generally undertaken as part of a larger integrated project or where the construction value exceeds $300,000.

Why We Focus on These Projects

Our service offering has been deliberately structured around these project types because they align with our operational strengths, documented systems and specialist expertise.

Our objective is to achieve a Commencement Notice within six months of contract signing, providing clients with greater certainty and enabling projects to move efficiently from design into construction.

Rather than pursuing every opportunity within the construction industry, Turnkey Creations continually evaluates emerging residential building opportunities against a clear set of strategic criteria. New services are only introduced where they:

• Align with our consumer-direct residential business model.
• Complement our existing service offering.
• Can be supported by documented systems and specialist expertise.
• Maintain our quality standards and customer experience.
• Enable efficient project delivery and sustainable long-term growth.

This disciplined approach allows us to remain specialists rather than generalists. We continually invest in improving our systems, people and expertise so we can deliver outstanding outcomes for Canberra homeowners while adapting to changes in planning policy and residential development opportunities.

Our Geographic Market

Turnkey Creations' primary market is the Australian Capital Territory (ACT), where we specialise in consumer-direct residential building projects.

Since the business was established, we have deliberately concentrated our resources, systems and expertise within Canberra. This focus has enabled us to develop specialist knowledge of the ACT's unique planning framework, including the Territory Plan, development codes, leasehold system, utility requirements and approval processes. These requirements differ significantly from those in other Australian jurisdictions and continue to evolve as planning reforms are introduced.

By maintaining this geographic focus, we have developed extensive local knowledge, established strong relationships with ACT authorities, consultants, suppliers and trade partners, and continually refined our systems to suit Canberra's planning and construction environment.

This disciplined approach enables us to:

• Develop deep expertise in Canberra's planning and building framework.
• Deliver greater certainty throughout the design, approval and construction process.
• Continuously improve our systems based on local experience.
• Build long-term relationships with trusted consultants, suppliers and trade partners.
• Provide a consistently high level of service to Canberra homeowners.

Rather than attempting to become a generalist builder operating across multiple jurisdictions, Turnkey Creations has chosen to become a specialist in one of Australia's most unique residential building markets. We believe this focus delivers better outcomes, greater certainty and higher quality for every client we serve.

Exploring Opportunities in New South Wales

During 2026, Turnkey Creations commenced a measured evaluation of selected opportunities in neighbouring New South Wales. This initiative is currently limited to testing and validating our systems, planning knowledge and service model in carefully selected locations close to Canberra.

At this stage, we have not committed to a broader NSW expansion. Any future growth will only occur where we are satisfied that we can deliver the same level of planning expertise, customer experience and project quality that has become the foundation of our reputation in the ACT.

Our philosophy is simple: we would rather expand carefully and maintain our standards than grow quickly and compromise the quality of our service.

Turnkey Creations has carefully designed its business around quality rather than volume.

Based on our experience, we believe our optimal operating capacity is approximately 72 residential projects per year. This allows us to maintain the highest standards of design, planning, construction and customer service while continually improving our systems and processes.

Our objective is not to become the largest residential builder in Canberra, but to become one of the most respected and trusted by consistently delivering world-class projects.

To support this objective, we have established a key operational benchmark.

Our goal is to obtain the necessary planning approvals and achieve a Commencement Notice within six months of a client entering into an HIA Building Agreement.

Achieving this benchmark allows us to:

• Provide greater certainty for our clients.
• Reduce delays between contract signing and construction.
• Maintain predictable workflows for our team and trade partners.
• Deliver projects efficiently without compromising quality.
• Continue providing the high level of service and communication our clients expect.

While individual project timeframes may vary depending on planning requirements, authority approvals and project complexity, this six-month commencement objective remains one of the key performance measures by which we assess and continually improve our business.

Our mission is to serve the needs of our Canberra-based customers by building world-class and .

Our team of 20+ employees are accountable for the entire five (5) key stages, from design to planning approvals, inclusions, interior design, and building – we manage this process in house.

Because we have employees that own each stage of the process, we can plan and budget, enabling us to provide a fixed price quality agreement.

The design process allows customers to custom design what they want or select from one of the we have previously designed and built in Canberra.

Our inclusions process is allowance based but does not restrict choice or selections for clients. Because we do not receive any supplier rebates or are tied to national chains, we are not compromised by limited customer supplier or product component choices.

All our staff strive to be world-class experts in the stream they are accountable for.

And while mistakes are sometimes made, our experience helping 300 Canberra customers in this niche building field has enabled us to continually improve and hone our systems.

That experience enables us to navigate the ever-changing waters of planning approvals and complex construction of world-class Secondary Dwellings, Residential Extensions and Home Renovations in Canberra.

We have a system to fix or remedy building or product errors post-handover – .

At face value, we are not the cheapest, but we publish our to remain accountable and not compromise on quality. Because we focus exclusively on Canberra, over the last 6 years, we have built a team of committed, .

We are passionate about helping our clients achieve their goals on time and within budget and for our staff and trade partners' safety – this is underpinned by our foundational guarantees.

Our commitment is to create an ongoing world-class project that we can be proud of and that meets or exceeds our client's expectations, creating lasting and reoccurring value.

If you have not started the process, we encourage you to start with a free .

Thank you for visiting our page.

Nick Constable Builder and CEO

February 2023

The purpose of Turnkey Creations is to build a business that delivers certainty, predictability and exceptional outcomes for our customers, staff, investors and business partners.

We believe exceptional businesses are built on exceptional systems. Our objective is to document every predictable process within the business through practical, easy-to-use procedures, manuals and training guides so that every person understands what to do, how to do it and the standard expected.

Our philosophy is simple:

Build systems that enable ordinary people to achieve extraordinary results.

Rather than relying on individuals, we invest in systems, technology, automation and continual improvement that make it easier for our people to consistently deliver outstanding customer outcomes.

Continuous Improvement

Every predictable process within the business should be documented, measured, reviewed and improved.

Innovation is not viewed as creating something entirely new; rather, it is the continual improvement of existing systems, customer experiences and business processes.

We actively identify problems, document them and develop permanent system-based solutions. Problems are not avoided—they are opportunities to strengthen the business.

Customer First

Everything begins with the customer.

Before making decisions we ask ourselves:

"If this were our mother, grandmother or someone we deeply cared about, how would we want them to be treated?"

Our objective is to create an experience that exceeds expectations through honesty, transparency, professionalism and keeping our promises.

Where appropriate, these promises are reinforced through publicly documented guarantees that hold us accountable for the standards we set.

A Systemised Business

Turnkey Creations is being built as a fully systemised business.

Every stage of the customer journey—from the initial enquiry through to post-handover warranty—will ultimately be supported by documented procedures, integrated technology and automated workflows wherever practical.

Our systems are designed to:

• Improve customer experience.
• Increase consistency and quality.
• Reduce unnecessary complexity.
• Enable faster decision making.
• Support continual growth without compromising standards.

Leadership Through Accountability

The business operates through clearly defined business streams, each led by a dedicated manager who is accountable for results, continual improvement and customer outcomes.

Each Business Stream Manager is responsible for maintaining and implementing an annual Action Plan, ensuring their area of responsibility continues to evolve and improve.

Managers are empowered with the resources, authority and documented systems necessary to achieve outstanding results and are recognised and rewarded for their contribution.

Consumer Direct

Turnkey Creations has intentionally chosen to operate as a consumer-direct residential building business.

We work directly with homeowners and residential property owners.

We do not seek work from government agencies, commercial organisations or speculative developers as our primary market.

By focusing exclusively on consumers, we are able to better understand our clients' needs, develop specialist products and services, and deliver a more personalised customer experience.

As opportunities arise, we may develop new residential brands and services that better meet the changing needs of Canberra homeowners while remaining aligned with our consumer-direct philosophy.

Excellence Through Specialisation

Rather than attempting to become everything to everyone, we continually refine a select number of residential building services where we believe we can become recognised market leaders.

We are guided by the principle:

"Don't find customers for your products. Find products for your customers."

Every new business stream, service or product is evaluated against its ability to improve customer outcomes while strengthening the long-term sustainability of the business.

Our People

Our people are our greatest competitive advantage.

We invest heavily in recruiting, training, documenting knowledge and developing future leaders through structured position manuals, procedures, mentoring and continual learning.

We want Turnkey Creations to be a place where motivated people build careers, develop valuable life skills and become the best version of themselves.

Employees are treated with respect, encouraged to innovate, recognised for effort and rewarded for results.

Growth

Our objective is sustainable growth—not growth for its own sake.

Our target is to assist approximately 60 to 70 Canberra families each year with significant residential building projects while maintaining customer satisfaction of at least 95%.

As our systems mature, we will continue to evaluate carefully selected opportunities in neighbouring markets where we believe we can replicate the same level of customer experience and operational excellence.

Expansion will always be driven by systems readiness rather than ambition alone.

Our Vision

We aspire to build one of Australia's most respected consumer-direct residential building businesses.

A business that is systemised.

A business that keeps its promises.

A business recognised for innovation, professionalism and continual improvement.

Most importantly, a business that consistently improves the lives of the families it serves while creating lasting value for its employees, business partners, investors and the communities in which it operates.

Questions asked by people”

Thank you for considering joining our team.

This document introduces you to some of the key concepts, ideas, and practices of our business. This is how we do it here.

Every successful business has routine and repetitive work that needs to be completed. While this work can become repetitive, it is essential to delivering a consistent customer experience and ensuring the business operates efficiently.

Our Operating Model

Turnkey Creations has deliberately adopted a hybrid workforce consisting of Australian-based professionals and an overseas specialist support team.

This is a strategic business decision.

Residential construction is an extremely competitive industry. If every task within the business were performed exclusively by Australian-based employees, many of our systems and service standards would not be commercially viable, and the cost of delivering our services would increase significantly.

We therefore outsource appropriate roles and routine tasks to our overseas support team. This enables us to remain competitive while continuing to invest in better systems, technology, customer service and Australian-based specialist roles.

Our Australian team focuses on work requiring local knowledge, professional judgement, customer relationships, planning, design, construction management, sales and leadership.

Our overseas support team specialises in structured, documented and repeatable work, including administration, data management, document preparation, reporting, customer support, quality assurance and many other business processes. They are an integral part of our business and contribute directly to the experience our customers receive.

Document

Successful outsourcing begins with documentation.

Every predictable task should have a clear written procedure explaining:

• The result to be achieved.
• The steps required.
• The quality standard expected.
• The systems and tools to be used.

Without documented procedures, outsourcing cannot succeed.

Delegate

Managers and Australian-based staff should continually ask themselves:

"Can this task be outsourced?"

If the answer is yes, the task should be documented through a clear procedure before being delegated to the appropriate specialist support team.

Routine work should always be completed by the person or team that can perform it to the required standard with the greatest efficiency and value. This allows our Australian-based professionals to focus on customer relationships, technical expertise, decision-making, innovation and higher-value activities.

Automate

Delegation is not the final objective.

Once a task has been documented and successfully outsourced, we ask a second question:

"Can this task be automated?"

Where technology can complete a task more efficiently and consistently than a person, we invest in developing systems, applications, workflows and AI tools that automate the process.

Our software development team works with Business Stream Managers to continually identify opportunities to automate repetitive work and redeploy people into activities that create greater value for customers.

Our philosophy is:

Document. Outsource. Automate.

Checklists

One of the simplest and most effective business tools is the checklist.

Every position within the business should have:

• An Ideal Day.
• Daily checklists.
• Weekly checklists.
• Event-based checklists where appropriate.

These checklists remind team members of the key results expected in their role and help ensure important tasks are completed consistently.

Continuous Improvement

Every documented process should be continually reviewed and improved.

Every member of the team—whether based in Australia or overseas—is encouraged to identify opportunities to improve systems, simplify work and deliver better outcomes for customers.

We continually ask ourselves:

• Can this task be outsourced?
• Can this task be automated?
• Can this process be improved?

By continually asking these questions, we strengthen the business, increase efficiency and create more value for our customers, our staff and our shareholders.

Questions about this section:

Our Philosophy on the Organisation of Work

At Turnkey Creations, we believe that:

• Systems run the business.
• People holding positions operate the systems.
• Managers coach, guide and support people, solve problems, and continually improve the systems.
• Directors set the strategic direction of the business and provide leadership for managers and staff.

This philosophy creates clarity around the role each person plays within the organisation.

The Four Types of Work

There are four distinct types of work within every successful business:

• Technical Work
• Management Work
• Development Work
• Strategic (Entrepreneurial) Work

Every person within the business performs technical work.

The builder performs the work of a builder.

The designer performs the work of a designer.

The planner performs the work of a planner.

The manager performs the work of a manager.

Technical work is often highly specialised and can be extremely valuable. For example, when a surgeon performs an operation, they are undertaking technical work. Their expertise and experience directly create value for the patient.

Understanding the Different Types of Work

Using the example of a surgeon:

• Performing an operation is technical work.
• Training and supervising junior surgeons is management work.
• Meeting with other surgeons to review procedures, discuss improvements, analyse outcomes and update best practice is development work.
• Determining the future direction of the hospital, introducing new services or investing in new technologies is strategic (entrepreneurial) work.

Development work is particularly important.

Although it may not produce an immediate result, it improves the systems, processes and methods used to perform technical work. Over time, these improvements produce better outcomes for customers, better results for the business and a more rewarding workplace for employees.

Applying This Philosophy

As Client Services Manager, I am regularly called upon to perform technical sales work by conducting Planning Assessment Meetings with prospective clients.

When I am undertaking this work, my focus is on achieving the best possible outcome for the customer.

However, I also deliberately allocate time to step back and ask:

• Could this process be improved?
• Is there a more efficient way to achieve the same result?
• What feedback can I obtain from my colleagues?
• Can the process be documented, outsourced or automated?

I actively seek feedback from others within the business, trial new ideas and, where improvements are identified, incorporate them into our documented systems and procedures.

This is development work.

Over time, these continual improvements strengthen our systems, improve the customer experience and enable everyone in the business to achieve better results.

At Turnkey Creations, we organise the business around positions, not people.

People may change over time, but the responsibilities and results required of each position remain consistent. By designing our business around positions, we create continuity, accountability and resilience.

For example, I currently hold the positions of Client Services Manager and Director.

When I am performing the role of Client Services Manager, I am accountable for achieving the results associated with that position. When I am acting as a Director, I am responsible for the strategic direction and long-term development of the business.

Although one person may hold multiple positions, each position has its own purpose, responsibilities and expected results.

Likewise:

• One person may hold multiple positions.
• Multiple people may hold the same position.
• A position exists independently of the person performing it.

For example, Jane may hold the positions of Designer and Inclusions Coordinator, while Fred may also hold the position of Designer. The position defines the work and expected results—not the individual.

This philosophy influences how we design our systems.

For example, we use position-based email addresses and shared mailboxes rather than relying solely on individual email accounts. This enables another team member within the same business stream to seamlessly manage enquiries when someone is on leave or unavailable, ensuring continuity of service for our customers.

Accountability

Each position within the business is accountable for achieving specific results.

To support this accountability, positions are supported by:

• Key Result Statements.
• Position Manuals.
• Daily, Weekly and Event-Based Checklists.
• Documented Procedures.
• Training Guides.
• Performance Measures.

These systems ensure that anyone performing the position understands both what results are expected and how those results should be achieved.

Daily Checklists

Daily Process Street checklists are used to remind the person holding a position of the daily, weekly and time-sensitive responsibilities associated with that role.

These checklists promote consistency, reduce the likelihood of important tasks being overlooked and help ensure that key business processes are completed on time.

Key Result Statements

Every position within Turnkey Creations should have a documented Key Result Statement.

A Key Result Statement clearly defines:

• The purpose of the position.
• The results the position is accountable for achieving.
• The key responsibilities of the role.
• The performance measures used to assess success.

Key Result Statements can be found within the Position Matrix:

Position Manuals

Every position should also have a detailed Position Manual explaining how the responsibilities of that position are performed.

Position Manuals work alongside procedures, checklists and training resources to enable consistent performance regardless of who is undertaking the role.

Continuous Development

If the position you hold does not yet have a Key Result Statement or Position Manual, this should be added to your development action list.

Work with your Manager and Business Stream to document the position so that future team members can perform the role consistently and the business becomes less dependent on individual knowledge.

Our objective is to build a business where the position owns the responsibility, the systems define how the work is performed, and the person holding the position is empowered to achieve outstanding results.

Every system within Turnkey Creations is developed using the same structured methodology. Our objective is to ensure that every important business result is supported by documented systems, clear accountability and continual improvement.

The development process follows five simple steps:

1. Define the Result

Every system begins by identifying a specific result that the business wants to consistently achieve.

The question we ask is:

"What result are we trying to achieve for the customer or the business?"

The result should be measurable, clearly defined and capable of being monitored.

2. Build the Report

Once the result has been defined, a report or management tool is developed within GCONS.

The report becomes the central point for managing, measuring and monitoring the desired result. It provides visibility, accountability and the information required to make informed decisions.

3. Assign Accountability

A position is then made accountable for achieving and maintaining the result.

Positions—not individuals—own the result. This ensures continuity as people change while the system continues to operate.

4. Document the Process

The work required to achieve the result is then documented through:

• Position Manuals.
• Procedures.
• Checklists.
• Training Guides.

Wherever possible, these procedures are linked directly within the relevant GCONS report through the Procedure Panel, enabling staff to access the instructions they need while completing the task.

5. Review and Improve

No system is ever considered complete.

Every report, procedure and process is continually reviewed to determine:

• Can the customer experience be improved?
• Can the task be simplified?
• Can it be outsourced?
• Can it be automated?
• Can better results be achieved?

Continuous improvement is a fundamental part of our operating philosophy.

Our Systems Development Mantra

Result → Report → Position → Procedure → Review & Improve

This simple framework ensures every important business outcome is supported by clear accountability, documented systems and an ongoing commitment to innovation and excellence.

• Proposal or Project tasks and these are linked with our database – GCONS.
• All others and these should be linked to checklists in Process Street. These are non-project or proposal tasks

For you to be successful, to create value for customers and or the business that creates value for customers, you must master the art of doing and improving the checklists and associated tasks and procedures linked to those tasks.

This means do the work and documenting improvements as you go.

This is the way.

Further in this document we discuss tasks, checklists, and the types of tasks.

At Turnkey Creations, we believe that good decisions are based on good information.

Every position within the business should have access to simple, easy-to-understand management reports that measure the results they are accountable for achieving.

Our objective is that, at the click of a button, every Business Stream Manager and team member can see the information they need to effectively manage their area of responsibility.

These are live management reports, designed to provide:

• The right information.
• To the right position.
• At the right time.

Rather than requiring staff to manually compile spreadsheets or search for information, our reports are designed to present the key performance information needed to make decisions and take action immediately.

Reports Drive Results

Every important business result should have a corresponding management report.

These reports enable staff to:

• Monitor performance.
• Identify problems early.
• Prioritise work.
• Manage customer outcomes.
• Measure progress against key objectives.
• Make informed decisions based on real-time information.

Our reports are designed to become the operational control panel for each position within the business.

We Build Our Own Software

To achieve this, Turnkey Creations continually invests in developing its own internal software, databases and management tools.

Rather than adapting our business to suit generic software, we prefer to develop systems that support the way we want our business to operate.

By investing a portion of our profits into a cost-effective software development team, we are able to continually improve our internal systems and create reports that better support our staff and improve the customer experience.

Our Philosophy

Every position should be able to open the relevant report and immediately understand:

• What results they are accountable for.
• What requires attention today.
• Which customers or projects need action.
• What tasks are overdue.
• What opportunities exist to improve performance.

When the right information is available to the right position at the right time, better decisions are made, problems are identified earlier, and customers receive a higher level of service.

Our long-term objective is to build an integrated business control panel where every Business Stream has easy access to the information required to manage its responsibilities efficiently, effectively and proactively.

How to create a position manual

Business Streams

Turnkey Creations Pty Ltd operates a number of specialised consumer brands focused on residential property, planning, design, and construction across the ACT and surrounding NSW. Each business has a distinct purpose while working together to provide an integrated service offering for homeowners and property investors.

These are the businesses that solve problems for customers.

Internally we have three broad streams and then within those stream business units.

These three broad streams are

• Marketing and Sales
• Operations
• Resources

All the streams have actions plans.

Table of business streams and 2026 Stream Manager

Questions:

Our Foundational Guarantees

Our six foundational guarantees are enshrined in our written project proposals and Housing Industry Association (HIA) building agreement.

It is remarkable, but it is not legislated in the ACT that a consumer and a builder must have a legal contract to build (as of December 2022).

As members of the HIA, it is in our customers' and our best interest to have a written agreement that outlines our obligations and expectations.

Because our business believes in a transparent Fixed Price Agreement that is allowance-based (providing customers with the freedom to choose inclusions), it is best practice to have a written HIA agreement and detailed project proposal.

Some customers have specific requirements regarding the progress of payments, occupancy or use of specific trades; we can in writing include special conditions as attachments to the HIA agreement. These are called special conditions that supplement the written HIA agreement.

Irrespective of the level of investment, these six guarantees underpin our commitment to creating your world-class residential building project

.

The specifics of our customer-based guarantees are provided below.

Our Safety Guarantee:

The safety of our staff, trade partners, customers and the public is essential to our business, and we take this seriously.

That is why we will ensure that;

• All our staff, tradespeople and sub-contractors (trade partners) are experienced, fully insured and licensed.
• We would not and will not allow any work or business practices that endanger the well-being of anyone associated with our projects.
• All work activities will meet and exceed the government legislation and industry codes of practice (we are members of the HIA and MBA - ACT) related to residential construction in the ACT.
• We build all our customer projects onsite with locally based and licensed tradespeople and ensure they comply with the applicable ACT laws and best practices.
• All components and inclusions are of the highest standard and meet or exceed the relevant Australian Standards.
• Anyone (trade partners, colleagues, customers, or the public) aware or believes that unsafe work practices are being undertaken should call our 24/7 number and report it as a priority.

Our Price Guarantee:

The price written and provided is the price that you will pay.

• The only time the project price will change from the original HIA agreement is if the customer requests a project change, delays, or defers the commencement of the project because of the owner's instructions.
• Please note that all prices published on our website include GST (Goods and Services Tax), and all proposals, building agreements and variations are inclusive of GST.

This should be read with our HIA Agreement.

Our Time Guarantee:

Canberra Granny Flat Builders will complete your project on time, every time.

Once we receive government approval to build, we guarantee to finish your project within the timeline outlined in our signed HIA agreement.

If we do not meet our time commitment, we will pay you $250 per day, for the delays we are accountable for.

Our time guarantee is subject to the following:

• Changes to the project – if you alter the project in a way that impacts the timeline.
• Acts of God or unforeseen events – if the weather or an unforeseen event affects the project. We will notify you of the expected time delay if any of these events occur.
• Access to the site – for example, if a tenant restricts our access to building your investment property.
• Conditional upon ACT Government and its associated entities meeting their legislated statutory timeframes to allow us to commence construction onsite.

This should be read with our HIA Agreement.

Our Quality Guarantee:

At Canberra Granny Flat Builders, our mission is to create a world-class residential building project that increases the value of your property equivalent and ideally greater than the initial investment and creates lasting and reoccurring value.

We have developed our detailed inclusion list and style guide to give our customers a choice and range from among the highest quality options.

Our detailed written proposals outline precisely what is included in your project.

To ensure that you are totally satisfied with the end product, you will only be required to pay the final instalment once you have walked through the project with the builder and are entirely satisfied with the final result; at this point, you will take occupancy and the keys.

Minor defects will be completed within the agreed timeframes, commonly 65 working days from when you take occupancy.

Our commitment to lasting value continues once the handover has been provided and minor defects resolved.

If you have issues with your project post-completion/handover, these problems will be logged and managed using our warranty log system.

Please note there is a distinction between workmanship issues and product issues, such as hot water, dishwasher and air conditioning errors or faults. Regardless of if the issue is a product or a workmanship issue our warranty manager will take ownership in resolving workmanship issues and support in resolving product issues.

Our Communication Guarantee:

We know that the cornerstone of a successful project is clear and transparent communication at every stage.

When the building starts, you will not be left in the dark regarding the progress.

• Any time we do not meet our commitment, we will take $500 off the price of the project.
• Any changes made to your project will be in writing.
• Before the first sod is turned and your project begins, you will know exactly what the time frames are for the completion of each stage. There will be times when things move fast, and there will be the inevitable delays, but you will always know what is going on and why.
• You can ask to meet with us at any stage of the project. As we spend most of our time building and working with clients, we can't always get to our mobile phones. If you call us on 1300 979 658 Monday to Friday between 9am - 5pm, we will take your contact details and the relevant team member will get back to you within 24-48 hours. Our email is checked daily during the week, but not on weekends.

Our Inclusions Guarantee:

At Canberra Granny Flat Builders our aim is to ensure that your building is exactly what you have dreamed of. Our dedicated and professional Inclusions Coordination team strive to deliver a build tailor made for you within your budget.

Our Inclusions Guarantee gives you the freedom to select from a wide range of products and suppliers, each with its own dedicated allowance, to achieve your style goals.

Non-structural inclusions items can be changed right up until you sign off on your inclusions and construct package, giving you the freedom to change your selections.

You have total control over the selection of materials and inclusion on condition they meet or exceed Australian standards or mandated legal standard.

Our business does not accept supplier rebates or financial incentives to promote products or components and we will disclose any financial interest in any supply arrangement.

This should be read with our HIA Agreement.

Our Rental Guarantee:

• A Class 1 structure can be legally rented out to a tenant.
• The majority of our Designs form part of our range of guaranteed rental returns.

Before we can provide our rental guarantee, we will need to inspect your property and apply the relevant ACT legislation.

Utilise our free planning assessment process to find out which classification of design (Class 10, Class 1) we can legally build on your property.