Why Communication Standards Exist
The single most common complaint homeowners file against contractors is not about quality — it is about communication. Unanswered calls, unexplained absences, and vague updates erode trust faster than any construction defect.
CraftAuthority addresses this by setting minimum communication commitments that are specific, measurable, and enforceable through our standing system.
Response-Time Commitments
Certified contractors agree to the following response-time standards:
| Communication Type | Maximum Response Time |
|---|---|
| Phone call or voicemail | Same business day (or next business day if received after 4 PM) |
| Email or text message | Within 24 hours (business days) |
| Change order request | Written response within 48 hours |
| Complaint or concern | Acknowledgment within 24 hours; substantive response within 72 hours |
| Emergency (active water, structural, safety) | Within 4 hours during business hours |
Response means a substantive reply, not an auto-acknowledgment. "Got your message, I'll get back to you" counts as acknowledgment, not response.
Weekly Update Cadence
During active projects, certified contractors provide weekly written updates that include:
- Work completed this week: What was done, by whom, and any inspections passed.
- Work planned for next week: Specific tasks, expected crew, and any homeowner action items (decisions, access, payments due).
- Schedule status: On track, ahead, or behind — with an explanation if behind.
- Open items: Any pending decisions, material deliveries, or subcontractor schedules that could affect progress.
Updates can be delivered via email, text, or a shared document. The format is flexible; the consistency is not.
Documentation Requirements
Certified contractors maintain basic project documentation that can be shared with the homeowner upon request:
- Written contract with scope, price, and timeline
- Change orders with dated signatures from both parties
- Payment receipts or records for each milestone payment
- Inspection results (if applicable)
- Warranty documentation at project close
This documentation protects both the contractor and the homeowner. In the event of a dispute, clear records reduce ambiguity and support fair resolution.
What Happens When Standards Are Not Met
Communication failures are tracked through the Alliance Signal system. Repeated failures may result in:
- A documented note on the contractor's standing page
- A formal review under the due process framework
- Probationary standing (visible to homeowners who check verification)
- In severe cases, revocation of certified status
The goal is not to punish contractors for occasional lapses. It is to ensure that certified status reflects consistent, reliable communication practices.
For Homeowners: What to Expect
If you hire a CraftAuthority-certified contractor, you should receive:
- A returned call or message within one business day
- Weekly written updates during active work
- Written change orders before any scope changes proceed
- Clear documentation at every milestone
If these commitments are not met, you have the right to file a Signal, which is reviewed under our standards framework.