What to Do If You Can’t Get in Touch with Your Project Manager

At Custom Bathroom Creations, we prioritise clear and consistent communication throughout your renovation. However, project managers are often on-site, coordinating trades, or handling multiple aspects of a renovation, which means they may not always be immediately available.

If you can’t get in touch with your project manager, here’s how to get the updates and assistance you need.

1. Check the Client Portal for Updates

✔ The Client Portal is the best place to check for real-time updates.
✔ You can review progress reports, check schedules, and log inquiries.
✔ If you have a specific request, log a support ticket, and our team will respond promptly.

💡 Tip: The Client Portal ensures your request is tracked and actioned, even if your project manager is busy.

2. Contact Our Office Team

If you need urgent assistance, our office team can help.

📞 Call Us – Our office can check schedules, provide updates, and escalate concerns if needed.
📧 Email Us – Send a request, and we’ll direct it to the right person.

✔ Office staff can often answer general questions or pass urgent messages to the project manager.

💡 Tip: Provide your name, project details, and the issue when calling to help us assist you faster.

3. Speak to Another Team Member On-Site

If work is currently in progress:

✔ Talk to the tradespeople on-site – They may have information about the next steps.
✔ Ask the site supervisor (if applicable) – Some projects may have a dedicated site lead.
✔ Request a callback – Leave a message for the project manager to contact you when available.

💡 Tip: Many questions can be answered by our experienced trades team while waiting for a formal response.

4. When to Expect a Response

Our project managers aim to respond as quickly as possible, but response times can vary:

✔ Same Day Response – For urgent site issues or schedule changes.
✔ Within 24 Hours – For general updates and non-urgent inquiries.
✔ End of the Workday – If your project manager is currently on-site and unable to answer immediately.

💡 Tip: If your concern is urgent, mention this in your Client Portal request or call our office for faster assistance.

5. What If You Still Haven’t Heard Back?

If you haven’t received a response within 24–48 hours:

✔ Follow up via the Client Portal – Check if there’s an update on your request.
✔ Contact our office again – We can escalate your request.
✔ Request a scheduled check-in – If needed, we can arrange a time for your project manager to call you.

💡 Tip: Delays in responses can sometimes happen due to unforeseen site issues, supplier delays, or managing multiple projects. We appreciate your patience and always work to resolve concerns as quickly as possible.

Final Thoughts: Keeping Communication Open

✔ The Client Portal is the best way to get updates and log requests.
✔ If you need immediate assistance, our office team is available to help.
✔ Our project managers aim to respond as soon as possible, but alternative contacts are available when needed.

At Custom Bathroom Creations, we’re committed to keeping you informed throughout your renovation.

Need an update? Contact us via the Client Portal or call our office today!