Jarrod Angove is the General Manager of Landmark Homes North Shore and Rodney. With a background in building and over a decade of experience with Landmark Homes, he’s seen just how much the client relationship matters during a new build.

Most building stories don’t start with trust. They start with hesitation. Can I believe the budget? Will the builder show up? What if it goes wrong? For many people, the building industry still feels like a bit of a gamble.

That’s why how a builder works can matter more than what they build. “It’s really easy to get on with somebody when they’re signing a contract,” says Jarrod. “It’s at the end when you’ve got through all of that and you’re handing the keys over that you really see how strong the relationship is.”

Building with people, not just for them

At Landmark Homes, the relationship starts long before anyone picks up a hammer. Jarrod talks about creating a partnership, one where the client is part of the team. “We like to see ourselves as trusted guides who come alongside people in the process,” he says.

That idea of working with, not over, runs through every stage. From early conversations about budget to design decisions and site walkthroughs, clients are encouraged to be involved in a way that feels comfortable and supported.

A process built on real connection

Landmark Homes clients are paired with a dedicated project manager for the entire build. They’re the main point of contact, the organiser of trades, and the person who keeps things on track. But more than that, they’re chosen to be a good fit for the client’s communication style and personality.

“It becomes a really important relationship,” says Jarrod. “They become part of your family.” Weekly updates, site visits, and honest conversations are all part of the rhythm.

Even if something goes wrong, the priority is keeping clients informed and calm. “Bad news early,” Jarrod says. That means explaining what’s happened, what it means, and how it’s being fixed, right away.

Partnerships within the industry

Strong client relationships are only part of the story. Landmark Homes also invests heavily in relationships with trades and suppliers. From annual reviews with subcontractors to nationwide deals on materials, those connections help create consistency, quality, and value behind the scenes.

The part that really matters

When the build is done and the keys are handed over, the house is only part of what remains. What lingers is the feeling of how it all happened. The people who helped. The care that was taken. The way it felt to be part of it.

“I want to get on with all my clients better at the end than I did at the start,” says Jarrod. For him, the best builds end with a handshake, a glass of wine on the deck, and a sense of genuine pride in what’s been created together.

Disclaimer: This article is based on a podcast featuring insights from experienced professionals and is intended for general information and inspiration only. While we aim to share valuable guidance, please seek personalised advice from qualified professionals before making decisions about your property, finances, or renovation plans.