The Canberra Business Podcast
A podcast about all things Canberra Business.
The Canberra Business Podcast
Honey, I Hired A Hubby
What does it really take to turn a handyman service into a thriving family business? Jane Lombard and her husband Troy Wilkinson have spent six years building Hire a Hubby Western Creek into more than just a property maintenance company—they've created a trusted community resource that older residents and busy homeowners across Canberra rely on daily.
The journey hasn't been without its challenges. Jane shares candidly how they balance working together as a married couple, manage the constantly shifting workload of a service business, and deal with the crushing reality that nearly half their time goes to compliance and administrative tasks rather than actual customer work.
Their business model reveals surprising insights about our changing relationship with DIY and home maintenance. While Australia might be "the nation of The Block," Jane notices many homeowners simply lack the tools, skills, or time to handle even basic household fixes. This shift creates opportunities for trustworthy service providers—especially for vulnerable community members who need someone reliable to change a lightbulb or check their property when family lives interstate.
Hello and welcome to the Canberra Business Podcast. I'm Greg Harford, your host from the Canberra Business Chamber, and today I'm talking to Jane Lombard who, along with husband Troy Wilkinson, owns and operates Hire a Hubby Western Creek. Jane, welcome to the podcast.
Speaker 2:Thanks, greg.
Speaker 1:Hubby, western Creek. Jane, welcome to the podcast. Thanks, greg. Look, let's start with the basics. Hire a Hubby is a brand that will be well known to many of our listeners.
Speaker 2:but what's the scope of the services that you provide? Yep, we're a national brand, international in fact, we're a franchise. So here in Canberra there are five franchisees and we're in Western Creek and Molonglo Valley. We do a very broad range of work, from residential property maintenance, real estate work, strata work, commercial work, anything to do with maintenance of a property, anything except sort of structural. We're not builders, we're not doing structural work. We're looking after the ongoing maintenance of people's homes and businesses. And yeah, yeah.
Speaker 1:So are you just operating in Western Creek and Longlow Valley or do you have customers across the city?
Speaker 2:Yeah, we do have customers across the whole of ACT and it does sort of go over into New South Wales sometimes as well, of course. But we all the franchisees have a territory as such that we can work in, but we can. We're sort of all spread out, so we do work across boundaries and borders yes, so how long have you had the business for? Since 2019, so we're coming. We're just past our sixth year in business under the higher hubby.
Speaker 1:Yeah yeah, congratulations. Have you been in business before or do you yeah?
Speaker 2:I'm actually a bit of a serial franchisee, so I've uh owned other franchise businesses in the past and have had a real estate background which has been very helpful in uh in this business yeah, so how did you get started with Hire a Hubby?
Speaker 2:So my husband, troy, was working as a gardener and that business was getting sold. So we were looking for something else and I was talking to him about the hand skills involved in this type of business and we looked into the Hire a Hubby brand and went through the process of interviews and skill checks and training and all that sort of stuff and just thought it would be a really good brand and a good product and good business. And yeah, it has been.
Speaker 1:Fantastic. So I mean on the franchise question, which I guess is a pathway into business for many people, how does it work with Hire a Hubby? What support do you get from your franchise, or and how much are you left to run the business by yourself?
Speaker 2:Yeah, I think it's a really good balance for people who do want to get into business. I mean, I always say don't buy, whether it's a business or a franchise, expecting to be an employee in that work, because you're just not. You'll always have to be a business owner. The big advantage of having a franchise is having the brand name. They do a lot of marketing and promotion under the brand. There's support within the head office and the network, other franchisees, field staff, lots of different businesses at different levels. So, yeah, we've had a very positive experience with the support that's been offered. But yeah, at the end of the day it's still your business. You've still got to look after the customers and do the right thing and, yeah, run it like a business.
Speaker 1:Absolutely. What advice would you offer to people who are thinking about taking on a franchise?
Speaker 2:Do your due diligence. Speak to other franchisees under the brand. Do your due diligence, speak to other franchisees under the brand. Be realistic about your expectations of what the brand provides or what a franchise provides. I mean even things like if you set up you know if it was Jane Lombard's property maintenance handyman business you've got to do. You know business cards and websites and marketing and social media and you know a lot of that is done for you the recognition of the brand in the marketplace. Making sure that you set up correctly with your business structure. You still need an accountant, bookkeeper and things like that, but they're very good at getting you. You hit the ground running a lot faster under a franchise than if you were trying to reinvent the wheel yourself from day one.
Speaker 1:And did you need to have? Did you and Troy need to have qualifications and experience as handy people in the building industry to come into the franchise?
Speaker 2:You do have to do a skills test. So for hand skills and there's a bit of a questionnaire that you fill out initially to say what you've had experience doing or not Part of the training is hand skills and they do fill some of the gaps in that regard. You don't have to be licensed in the trades. There are trades people who are licensed in the network because it is obviously advantageous, but it's certainly not a requirement. And I think, at the end of the day, hand skills are important but customer service is important and following up people and working your business as a business is equally important. So all of those things contribute to how you run it.
Speaker 1:So how big is your team? Have you got a bunch of people working for you?
Speaker 2:Yeah, we started off with just Troy and myself and then then we have over time put on staff at different times and then sort of come back. We work with quite a lot of subcontractors in different areas. So, due to the end of the business, at the moment it's just effectively Troy and I with subcontractors. So we'll often get called in on a very small job for a customer who might want a door handle changed. But then they might say do you know anyone who can do painting for us, or an electrician or a plumber or a tiler? So we work with other trades in that small job space because I think for a lot of trades they're not necessarily interested in doing the smaller jobs which we're happy to do and we can help them work with us to make it more efficient for them and more efficient for the customer. So I think that really pays off.
Speaker 1:So does that translate into better pricing for the customer?
Speaker 2:Yeah, I believe so I think it's also purely from trying to get trades. As you probably know, in Canberra that's quite difficult. So we find, you know, if it's a plastering job, we work with a couple of plasterers, we can take the photos of what's required, we can give them the information. It saves them having to come out, we can get the quote to the customer promptly and then we can manage those trades who need to come and go with the customer so they're not just getting Joe blogs that they've never heard of. So yeah, I think there's a real win-win for everybody involved in those sort of situations.
Speaker 1:So obviously in your business, you're working very closely with your husband, which is something that either is a source of joy or a source of frustration for many people who might be thinking about it. How's that going, and have you got any advice for couples who might be thinking about starting a business together?
Speaker 2:Yeah, look, I think you're right. And within the Hire a Hubby network there is a number of businesses that do have, you know, husbands and wife teams, if you like. I mean there's brother and sister teams and there's partner teams and things. But, look, I think my advice would be for us we have very different roles in the business and would be for us. We have very different roles in the business and I think that's helpful. If you were trying to do the same job, it'd be really challenging, you know, for Troy being on the job doing the hand skills and not having to do the admin work on top of that. We can quite be distinctive in our roles and we work quite independently, but obviously it's really nice knowing we're both in it for the best of the business and making the business successful for us. It does make it hard to go on holidays.
Speaker 2:It does make it hard to take breaks, but I guess that's the same in any small business.
Speaker 1:Yeah, so how do you manage that stuff? Personally, I mean, do you get away on holiday?
Speaker 2:Yeah, sometimes take long weekends and things like that. The other useful one was what was that law that was brought in about talking to employees?
Speaker 1:outside of business hours.
Speaker 2:So Troy pulls that one on me when we're lying in bed at night or something, and I'm trying to talk about the next day he'll be like no, no, that's illegal you can't talk to me about that now.
Speaker 1:There's still a small business exemption, though, for the moment Okay, I better not tell him that you can't talk to me about that now.
Speaker 2:Yeah, there's still a small business exemption, though, for the moment.
Speaker 1:Oh, okay, I better not tell him that you know a lot of the services you provide. It's everything from, as I understand it, sort of gardening through to basic maintenance and sort of home handyman services. A lot of those services are the sort of things that perhaps 50 years ago people would have done themselves. Who are your customers now?
Speaker 2:Yeah, it's interesting. We certainly do have an older demographic for often older people it might be widows or older couples where you know he just shouldn't be climbing ladders anymore and Troy says he finds that often quite not challenging but has to kind of help an older man who might be feeling a little bit put out by this younger fella coming in and taking his job away from him. So you know, there's certainly customer service skills involved in that. Having said that, you know we do a lot of real estate work, so we're dealing with tenants and maintenance in that area.
Speaker 2:You know, younger people are just time poor and, like you say, don't necessarily have the it's also tools, like people who Often we'll get people calling to say I could probably do this job myself, but I just don't want to go out and buy all the tools involved. And so with our setup we've got the van, we've got all the tools, we've got all the materials we can do it much more efficiently than a customer who's trying to do it themselves from scratch. I do sometimes get calls from the wives who use it as a threat on the husbands that they'll bring us in if he doesn't do it within the next two weeks or something I'm like yep, that's fine, you can use that.
Speaker 2:Excellent, so you have a stick at ready marriages. That's right.
Speaker 1:Do you think, though, that, as a nation I mean, you know we're the nation of the block, right, but are we perhaps losing our DIY mojo, do you think? Do you think there's more people just wanting to contract out and get experts in to do stuff?
Speaker 2:Yeah, quite possibly. I mean, I don't know sort of how you'd compare it. You know there's always that joke within Hire a Hubby that we charge extra to fix the bad DIY job, because it's like sometimes people think their ability is way beyond what their actual skill is and you are going in and doing rectification work so but look, I think it's like anything, you can learn it, like anybody can learn it. Yeah, it's whether you're interested, you know you get people who are they're lawyers or tech people or they're just not interested in you know their jobs. We can't do so. It's efficient.
Speaker 1:Absolutely, and they're jobs we can't do so it's efficient Absolutely. Now you mentioned that you work both right around the ACT but also sometimes across the border into New South Wales. Are there differences that you sort of find operating there from a business point of view?
Speaker 2:Yeah, well, certainly the rules and regulations are different. We've got a higher hubby Cranbian who obviously more work would go across the border to them because they're on top of that sort of stuff and they're licensed. I mean, we're licensed in New South Wales as well, but there's different licensing levels and there's different criteria to the ACT. So you know, this is another benefit, I think, of being part of a franchise network that because we've got people right across the state, they're on top of all of that sort of information so that you're not going to do anything stupid or put yourself at risk.
Speaker 1:so, yeah, what do you find is most challenging about running your own business?
Speaker 2:I guess the biggest challenges are the ups and downs and inconsistencies and trying to manage that. For us, you know, the work has always been there and come through fairly regularly. But as soon as it sort of drops off a little bit, I think you tend to panic because you worry that particularly with both of us working in the business, you sometimes go what if we never get another job, if you know we can't earn a living?
Speaker 2:I'm sure it's not that bad no, and you know troy will laugh at me even saying this, because it doesn't take much for that for me to go through that mindset. But then we'll have other times where sometimes you feel like you're riding a wave and you're just trying to keep your head above water and manage people's expectation on the time it's going to take to get to them and you know things like that. So we find that that customer contact and communication is just essential in those times when it's really really busy and you're trying to manage that.
Speaker 1:So yeah, now, obviously we've been um well, we're going through still, I think, some fairly challenging economic times. Money's a little bit tighter because of interest rates. We've had a federal election which, by all accounts, has kind of slowed down much of the economic activity that we see here in the capital. What are you seeing in terms of demand from customers?
Speaker 2:Well, it's really interesting because I think we're fairly lucky in the sense that there's always a need for our services and whether it's real estate work, which is pretty consistent because you know rental properties, things break, you need to fix them. So there's always for us, from a business point of view we try to keep a finger in all pies that it helps. So if the residential work goes down, you know the real estate work might come up and we'll try and keep it well balanced. I think the residential work you know we certainly found in times like COVID people were sitting at home and wanted work done and I think we're very lucky that they might decide to maintain their property if money's tight, rather than extend or renovate it. So because we're in that small job space, I don't feel it affects us too badly.
Speaker 2:I think for builders, you know that could be challenging, but for us doing these little consistent ongoing jobs and people will defer work if they're worried about costs. So they might say we'll just paint, you know, the walls and not worry about the ceiling or you know that type of decision they can make. But because we're at that sort of entry level of work, then I think, yeah, it hasn't tended to affect us. Thank goodness Touch wood. Yeah, oh, a long way, thank goodness Touch wood.
Speaker 1:Yeah, oh, a long way back, that's right. Yeah, do you find that there are particular challenges in running a business generally, I guess, and specifically here in the ACT.
Speaker 2:Oh, absolutely. I think people really underestimate how challenging, you know, being a business owner is. I think a lot of people go into business because they're good at whatever their trade is or whatever their product is or whatever, and really have no concept of how difficult things like cash flow are and you know paying taxes and super and compliance issues and a whole different ball game. Once you're employing staff it becomes quite scary. I think about you know making sure even workers' comp and all that sort of stuff.
Speaker 2:Act particularly, I think you know knowing as part of the Higher Hubby Network we kind of get a bit of oversight into what happens in other states. There are some pros, and that is things like the licensing for work levels is better in the ACT than other states, but things like workers comp is, yeah, we really struggle with that here. As a handy person, you know property maintenance business. We're put in the same category as construction, even though we can't actually construct anything, which kind of drives me a bit crazy. And the percentage rates they charge us are based on that, even though our risk is so much lower.
Speaker 1:That's really interesting. So, essentially, you're changing a customer's door handle and your workers' comp premiums are being based on the same sort of basis as if you were five storeys up on some scaffolding.
Speaker 2:And even the fact that and I've heard this in other businesses that if it's just Troy and I, he's on the tools. My risk of falling off my chair at my computer is pretty low. But we're both put in the same category. So you always encourage, draw wages, pat yourself all that sort of stuff, but then the cost of that from a compliance point of view is a bit, yeah, ridiculous.
Speaker 1:So yeah, that's. That's really interesting and obviously there's an inquiry going on into insurance at the moment in the legislative assembly and I know this is certainly something the chamber has, uh, provided some input on to um to politicians, so hopefully we might see some change there over time.
Speaker 2:But yeah, it's a challenging Well on that and you know it might be another topic, but certainly in different parts of the country as directors, working directors in a company, you don't even have to have workers' comp in other states. So and because when it is just us, we're hardly going to sue ourselves for workplace injuries. So again, it's a cost that seems a bit unfair and you don't have a choice not to do it.
Speaker 1:Absolutely and quite a limited range of choice in terms of providers.
Speaker 2:Very limited, yeah, and they're all very simply priced Indeed.
Speaker 1:So you've been running the business now for six years or so. What are you most proud of? What's the biggest achievement in that time?
Speaker 2:Oh goodness, I think, the growth and the way we've expanded across different industries or different customer bases. I guess we get a lot of satisfaction from happy clients. We get a lot of love of life, five-star Google reviews and things like that. And you know people who. We get a lot of repeat customers. We've got a lot of local, particularly older people who will happily just go and change a light bulb for them if they need it or they can call us in an emergency because we're around the corner and they know that.
Speaker 2:You know, and we've had family call from interstate saying oh can you just go around to my mum's and see if she's okay, and stuff like that. And I think that's really nice to be part of a community where you know people know you and can call on you for that kind of stuff. And you know, they know sure it's under the brand, but they know us as well, and then people feel safe and comfortable. I think that's a really big thing in the trade industry. When you're going into somebody's house, it's quite confronting or intimate. You're going into their space. So the fact that we're in uniforms and working with people vulnerable people, cards and we're police checked and all that kind of stuff I think makes people feel more secure and safe to be letting you into their home.
Speaker 1:So yeah, and is that that that level of oversight, the police checks and working with vulnerable people cards? Is that something you've driven, or is that a requirement of the franchise?
Speaker 2:the franchise or requires the police checks, which I think is really good for all employees under the Hire a Hubby brand and they promote it as part of their brand and the licensing that you've got to be. You know, your white card, and we've got the Working With Heights and the asbestos, the new asbestos one and oh sorry, the silica Yep. So you know keeping all your tickets up to date and things like that. But yeah, absolutely, I think it's really important. The working with vulnerable people. One is one we do because of the nature of the work we do. You know, we do childcare centre works, we do work for ACT government. Sometimes there's vulnerable people involved in that. So, yeah, that's why we keep those up to date.
Speaker 1:Yeah, excellent. And in terms of marketing your business, obviously there's some corporate promotions work that's done, but how do you go about sort of promoting yourselves in the community?
Speaker 2:Yeah, well, certainly when we set out. There's so much online stuff of course, available and we use the Facebook and the Instagram and all that sort of stuff. But it's amazing, your letterbox drop flyers are still very much a source across the Hire a Hubby network. Yeah, and we still drop them in people's letterboxes. The other biggest marketing thing for us and we again prove this nationally over and over again is a marked-up vehicle. You know, driving around in the Hire a Hubby vehicle in the van. You know we carry business cards and flyers and the uniforms. You know people will often come up to you, even in Bunnings and places like that, asking for cards.
Speaker 1:Yeah, excellent, that's good.
Speaker 2:If you could change one thing in your business, what would it be? Probably the compliance stuff, probably the red tape that goes with running business.
Speaker 1:So how much of your time do you spend on compliance and red tape, do you reckon?
Speaker 2:Well, I've just gone through the secure local jobs process. That was pretty hectic. Yeah, how much time you know, even doing you know bass and play roll and all that sort of stuff takes time. Yeah, I mean, it's predominantly what I do. It's probably 50% of my time.
Speaker 1:That's a big cost, right yeah.
Speaker 2:Well, you know, in small business you're all about billable hours, effectively, and so you know we've only got Troy and the tools You've got to cover not only your costs of doing business, like your insurances and things like that, but the administrative costs that go with all of that as well. So, yeah, it's a lot to carry.
Speaker 1:And how do you keep on top of that? I mean because the requirements are changing often, right?
Speaker 2:You know, I guess using compliance software helps being connected to people like the Chamber and other places that you can go for information. Hire a Hubby provides. You know they have software programs that we can use. They help with things like swims and um. They ensure it's a compliance thing for them that we've all got our insurance in places and things like that. So, yeah, there is a lot of support from head office around that kind of stuff. Um, yeah, and it's just you make it part of your schedule, your day, that you've got to keep on top of it. Yeah, excellent.
Speaker 1:Well, the chamber the Chamber, of course is busy pushing for reduced compliance arrangements across the board. It's certainly a big challenge for many businesses so something we hear often from business people about the impacts of that. Jane Lombard from Hire a Hubby, western Creek, it's been great having you on the podcast. Thank you so much for joining us and telling us a little bit about your business.
Speaker 2:My pleasure. Thanks for inviting me.
Speaker 1:Thanks for being here and just a reminder that this episode of the Canberra Business Podcast has been brought to you by the Canberra Business Chamber with the support of Care Super, an industry super fund with competitive fees and returns, exceptional service and a focus on real care. You can learn more at caresupercomau and don't forget to follow us on your favorite podcast platform for future episodes of the Canberra Business Podcast. I'm Greg Harford. We'll catch you next time.