Better Customer Care with Carlisle
It’s not about being the biggest; it’s about being the best
At Carlisle, we believe in offering a better customer experience throughout the entire new home journey because building a new home is not just about construction; it’s about creating the foundation for a lifetime of the very best memories and moments.
Better Customer Experience
From when you first jump on our website, through to meeting one of friendly team members, selecting your colours and finishes, receiving your weekly construction updates, right through to when we hand over your keys and for all the years following during your warranty period – they should all be memorable, smooth and enjoyable experiences for our customers.
We are committed to investing in the experience of our customers' and continuously look for ways that we can help our customers bring their dream home to life.
Explore our interactive tools below:
Australia’s No. 1 Builder
Carlisle’s commitment to excellence has won us an esteemed list of industry and customer awards including HIA Australian Professional Major Builder for 2023, Master Builders Australia Best Large Residential Builder 2023, and in recognition of our 97.32% customer satisfaction rating – the 2023 Australian Achiever Award for Excellence in Customer Service.
2024 Master Builders Australia Large Residential Builder
2023 HIA Victoria’s Most Professional Builder
2023 HIA Australia’s Most Professional Builder
2023 Master Builders Australia Large Residential Builder
2023 Australian Achiever Awards Excellence in Customer Service
2022 HIA Victoria’s Most Professional Builder
2022 Master Builders Australia Large Residential Builder
2022 Australian Achiever Awards Excellence in Customer Service
2021 HIA Australia’s Most Professional Builder
2020 HIA Victoria Most Professional Builder
Our Customer Promise
Starting the journey of building your dream home is a monumental life decision; probably one of the biggest. And whilst it’s exciting, we know that it can also be a daunting experience when there is any uncertainty around the process.
This is why at Carlisle, we’re here to provide you with as much information as possible and guide you every step of the way.
Our Carlisle Promise is our written commitment to ensure that customer experience is at the heart of everything we do.
To help you throughout the journey we:
- Offer upfront, transparent fixed price quotes and information, with thorough appointments and consultations in our sales centres with the best sales consultants in the industry.
- Work closely with developers and local councils to provide fixed price house and land packages suited perfectly to a range of block sizes and budgets within the newest land estates.
- Work with industry suppliers to ensure the very best products are included in every single one of our homes, making our homes even better.
- Request feedback at every stage of the building journey to ensure our service, the information we provide and our business processes, are always at the standard they should be and identify any areas of improvement.
- Offer over 3,500 products as part of our Spectra Showroom in Mulgrave – the biggest in Australia, where customers work closely with a Design Consultant and Electrical Consultant to personalise their new home (Affinity and Inspire only).
- Regularly hold first-home buyer and knockdown rebuild information sessions to equip buyers with as much information as possible.
- Consistently create helpful content for our Home Files blog, alongside our industry-first podcast that arms buyers with specialised knowledge from industry experts to empower our customers throughout the build process.
- Continually fine tune our pricing and inclusions strategy and ensure we’re always bringing the latest in floorplan and innovation to our customers.
- Assign a dedicated team to each customer including a Sales Consultant, a single Customer Liaison Executive and Site Supervisor to provide weekly updates.
- Ensure transparency at every stage, all available 24/7 through the Carlisle Connect portal which allows customers access to the status of their build, appointment schedules, progress reports, photos and invoice payment details.
- Offer 24/7 live chat – available at any time of the day.
- Continually invest in our people. In the past year alone, we expanded our 500-strong team with over 50 new recruits, in a market where our competitors were downsizing their operations.
“We’re not just in the business of building houses; we are creating unique spaces where families grow, memories are made, and dreams come to life. At Carlisle Homes, we truly want to make your life better – that’s our promise to you.”
John Doulgeridis, Managing Director
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