Frequent Questions

How do I contact you?

Please infill the contact / service request form on the contact page and we will be in touch within 2 business days. Phone service is available to regular customers.

Where does Dwell S&S operate?

Dwell S&S provides services to home owners, renters and body corporates located in Lake Macquarie, NSW region only. Limited solution offerings may be available outside this area upon request.

Does Dwell S&S do licensed trade work or home construction?

No. We infill the gaps that are too small or fiddly for licensed trades or builders to take on by carrying out preparatory works, providing a works plan or concept design to enable more efficient quotation and works delivery by licensed trade and builders. Upon client acceptance, Dwell S&S also self-performs minor and mostly non-structural work elements that do not require a license and in compliance with NSW Government requirements. All construction related work per customer per year is strictly limited to $5,000 incl. materials and GST.

What experience does Dwell S&S have in the provision of services & solutions?

Dwell S&S operatives have extensive training and experience in non-residential design and construction in addition to multiple years in gardening and general home outdoor maintenance.

Does Dwell S&S provide recommendation or subcontract any third party trades & services?

No, we maintain our independence as a customer facing business without particular relationships with any trade or service providers, nor do we subcontract. A solution works plan provides tailored information and detail that can be efficiently and more accurately quoted by other trades and services.

What quality assurance and warranties does Dwell S&S provide for workmanship?

Two year warranty for general workmanship and a four month defects liability period for self-performed constructed work components.

Do you cater for customers with special needs and people with a disability?

Dwell S&S seeks to work with customers with disabilities, special needs (and/or their designated point of contact) to ensure the appropriate service plan and pricing is provided and any special arrangements are taken into consideration. Dwell S&S has completed Checkup disability friendly business basics course.

Do you have a data privacy and information disclosure policy?

Dwell S&S takes steps to protect customer data and preserve property security arrangements by enacting its information and data privacy policy. Dwell uses de-identification and limits the unnecessary release of information or data. Protocols are enacted for the retention of sensitive data (e.g. property security codes) which are stored and utilised under agreements and specific conditions.

I have pets - will that be a problem?

Generally no unless the pet is likely to pose a safety risk (e.g. a dangerous dog) or substantially interfere with work being done. For new customers we ask some questions regarding this. Dwell S&S reserves the right to withhold service if satisfactory conditions cannot be provided at which point a refund can be provided.

How long does it take from enquiry to service or solution?

New customer service requests require a minimum of 5 business days prior to service delivery and completion of a questionnaire and property access agreement. New solution investigation bookings are typically scheduled within a month.

How much does does Dwell Service & Solutions charge?

Refer to the pricing tables on the page below. For solutions the cost of a site inspection and solution works plan starts from $249 depending on the scope. An estimate is provided for self-performing work with a fixed price labour component and 10% markup on the recommended retail price (RRP) of materials supplied and/or the cost of item hire. A callout charge also applies to most work which varies depending on location.

Additional concessions or discounts for people in particular circumstances may be provided at the discretion of the proprietor.

What are the payment methods and are there payment plans available?

The main payment methods are EFTPOS card at the time of service or bank transfer within 7 days following service or work. Quarterly billing is available to long-term service customers who are subscribed to home dweller. Dwell S&S does have a hardship policy with payment plan options available for regular customers.

What happens if I purchase a package involving labour and don't utilise all of the hours?

We generally recommend utilising remaining hours purchased when at the property for any maintenance or upgrade related work. A gift voucher can be issued for future redemption of unused hours however future callout charges may detract from remaining value.

Can I supply (free issue) materials or equipment for installation or construction?

We can incorporate customer supplied materials so long as it is compliant and appropriate for use. We reserve the right to reject use of materials for equipment that are not fit-for-purpose.

What happens if I am not satisfied at the work or the deliverables?

We follow procedures upon receiving of a complaint, grievance or disputed matter by a current customer or persons demonstrably impacted by Dwell S&S business activities. Dwell S&S will always seek to resolve and/or carry out rework before a refund is offered.

How do Dwell S&S contracts work?

Service contracts have a term of between three months and a year and can be cancelled following 7 days notice. Regular customers of Dwell S&S can access ad hoc services when needed (e.g. holiday services). A works contract is for the delivery of particular work elements based on an estimate with fixed labour component. Otherwise, ad hoc work is carried out on a casual basis to an agreed hourly limit with customer confirmation required for hours extension on the day.

Is Dwell S&S insured?

Yes,we operate under public and products liability insurance for the provision of handyman and gardening services.