Putting People First: How Our Customer Experience Team Help Housing Providers Elevate the Home User Experience

This year, a WorldMetrics.org report exploring ‘Customer Experience In The Building Industry Statistics’ revealed that, ‘86% of customers are willing to pay more for a better customer experience in the building industry.’  No-one understands the importance of providing an exceptional service for home users better than our dedicated Customer Experience (CX) Team.  

Behind every smooth transition into a new home is a team committed to making sure the experience is as seamless, supportive, and informed as possible.  That’s why our CX team are always at hand, to ensure all our private and social housing provider clients are ready to deliver an outstanding service for their customers.

Working together with developers and social housing providers, our CX team ensures that our clients have the best tools at their disposal, whatever their customer base or project.  Whether it's providing a traditional handover in beautiful, branded Home User Guides or guiding developers through the digital transition with Spaciable, our CX specialists are there to help every step of the way.

From onboarding and setup to training and ongoing support, the CX team helps developers confidently deliver unequalled experiences for their home users.  We don’t just hand over the tools – we share the knowledge, offer best practices, and remain engaged long after the initial setup.

Here, we will explain how our CX team helps housing providers ensure they provide the best journey and experience for their residents.

Collaborative Support for Housing Providers

Our CX team acts as a partner to developers and housing associations.  From initial onboarding to day-to-day support, they ensure that each client receives a tailored package and responsive service.  

Every housing provider is different, so our team takes the time to understand the unique needs and deliver solutions sympathetic to each developer’s brand, goals and budget.

Whether it’s ensuring printed homeowner manuals are delivered on time and to specification, or guiding a team through the rollout of our digital platform, Spaciable, the focus is always on quality, communication, and care.

As a team, they proactively arrange for next phase of sold plots to have their solutions delivered, provide quotes for renewals and shipping, chase deliveries and take details of any amendments to orders that our clients need to make.  By ensuring a collaborative approach to the provision of an excellent home user experience, our clients know they can rely on this team to not only respond but anticipate upcoming requests for information or product training.

Delivering Seamless Physical and Digital Handover Solutions

Classic Folios has been delivering premium physical handover packs for over a quarter of a century.  With Reservation, Completion and Tenancy Manuals all available in tailor-made folios in the homebuilder’s colours and branding, these solutions have been a tried and tested failsafe for an exceptional home user experience for many years.  These traditional and attractive handover solutions remain popular among homebuilders and their buyers, but in today’s increasingly digital world, some housing providers are now looking to complement with, or transition entirely to, digital solutions.

That’s where Spaciable comes in – a digital platform designed to simplify and enrich the handover experience, as well as provide a quick and efficient tool for aftercare, defect reporting and property management.

Our CX Team helps housing providers integrate Spaciable into their processes, providing hands-on support to ensure the transition is smooth and successful.  Through a combination of best practice advice, product training and ongoing support, they help housing providers ensure that all the necessary members of their organisation are well-equipped to use the platform and guide their home users onto the easy to use portal.

Making the Digital Transition Easy with Spaciable

Moving to a digital platform can feel daunting, but with our dedicated CX team, the transition is smooth, operationally efficient and proven to save time and money for housing providers.  From the outset, our CX team guides developers and social housing providers through every stage of the Spaciable rollout.

We provide:

• Tailored onboarding to fit the developer’s schedule and structure

• Comprehensive training for staff and sales teams

• Best practice advice to ensure consistency and success

• Ongoing support to adapt and scale as needs evolve

Our goal is to empower housing providers in both the social and private sector to take full advantage of Spaciable's features.  Not only has this been proven to make life easier for their teams, with faster response times, less customer queries and the ability to monitor and act upon feedback data, but also for home users who feel a tangible connection to their housing provider and their support, long after the keys have been handed over. 

Because the End User Matters Most

Ultimately, every effort and investment housing providers make in regards to their chosen handover solution, should be made with the home user in mind.  

A smooth, informative handover sets the tone for a positive relationship between resident and housing provider.  It builds trust, reduces post-completion questions, and supports residents in settling into their new property with confidence.

We’re proud to have a dedicated team whose mission is to make that experience better for everyone involved.  And as ‘70% of construction firms plan to expand their investment in customer experience solutions in the coming year,’ according to WorldMetrics.org, now is the time for housing providers to ensure they’re choosing a provider that will help them stand out above the competition.

Are You Interested in Enhancing Your Customer Experience?

With a housing market as competitive as today’s, the customer experience housing providers offer can be the make-or-break of gaining and retaining residents.  It has never been more important to ensure that you’re providing an exceptional service that stands out above the competition.

Get in touch to learn how our Customer Experience Team can optimise your physical or digital handover journey, here.