Creating an exceptional customer experience

Challenge 

With their first residential development of this scale nearing completion, Londonewcastle required a white-labelled team to manage resident communication, handovers, snags, defects and aftercare for their 119-apartment development in Queens Park.

With units still available for sale post-completion, it was imperative that the corporate and development brand reputation were upheld, as well as ensuring the utmost in customer satisfaction to bolster remaining sales.

Response 

Retained for over three years, we acted as the single face of customer care for the Queens Park Place residents and contractors. Due to strict contractual obligations, all handovers needed to complete within a two-week period, requiring an exceptional level of pre-completion strategy and planning to ensure this was achievable.

We provided a hassle-free solution that allowed for the development team to focus on quality of the build, readiness and the commercial goals of the project.

impact

Our rigorous planning throughout this project allowed for 98% of legal completions to be achieved over a three-day period, as well as 82% of key handovers completing within 14-days. Furthermore, due to our pragmatic and diligent approach to customer care, over 84% of the total snags and defects were closed out within four months of PC. This resulted in a high level of customer satisfaction which in turn upheld Londonewcastle's excellent reputation, as well as upholding the development reputation which contributed to maintaining strong sale and resale values.