Platform overview

Customer Handover

A home they can understand from day one.

A white-labelled resident portal, customised to your brand, that gives homeowners and tenants instant access to their documents, guides, fixtures, and contacts. Built for the way people actually live in their home.

Book a walkthrough

Try the Resident Portal

Click to browse the resident portal

Step 1 of 3

Choose your brand

Guided Home is fully white-labelled. Your residents see your logo, your colours, and your domain, not ours.

Northstone Homes Resident Portal
Step 2 of 3

Inspections & Defects access

Choose what residents can see in the Inspections & Defects section of their portal. This is configured per development.

Northstone Homes Resident Portal
Step 3 of 3

Who are you logging in as?

The portal adapts to each resident type. Homeowners and tenants see content relevant to their tenure.

Welcome home, Sarah.

Plot 42, Kent Meadows · Owner-Occupier

Search…
Plot 42, Kent Meadows
14 Meadow Way, Tonbridge, TN9 1AB
3 bed2 bathSemi-detached
Your handover pack is ready
3 unread documents are waiting in your Library

Library

Your handover pack and property documents

Handover Pack
12 documents · 3 unread
75%
reviewed
Completion Certificate.pdf
Added 12 May 2025
NEW
Welcome Pack.pdf
Added 10 May 2025
VIEWED
User Manual — Kitchen.pdf
Added 10 May 2025
NEW
Building Warranty 2025.pdf
Added 8 May 2025
VIEWED
Electrical Safety Cert.pdf
Added 8 May 2025
NEW

Home Guide

Guides, manuals, and how-to's for your home

Search guides…
Heating
8 guides
Kitchen
12 guides
Bathroom
6 guides
Garden
5 guides
Appliances
15 guides
Electrical
9 guides

Fixtures & Fittings

Every appliance and fitting in your home

Kitchen
Dishwasher
Miele · G 4977
Fridge Freezer
Lamona · LAM6302
Built-in Oven
Bosch · HBG634BS1
Extractor Fan
Elica · Box Filter
Bathroom
Electric Shower
Triton · T80Z
Heated Towel Rail
Kudos · KTR800
Utility Room
Washing Machine
Bosch · WAX32MH0GB
Tumble Dryer
Bosch · WTG865H3UC

Contacts

Your key contacts for this property

C
Customer Care
Northstone Homes
01732 000 001
S
Site Manager
Kent Meadows Site
07700 000 002
E
Emergency Repairs
Out-of-hours
0800 000 003
B
Building Warranty
NHBC
0800 035 6422

Inspections & Defects

Manage property inspections and track defect resolution progress

Showing: Homeowner-visible records only
# Name Initiated By Start Date Status Actions
1 Pre-Completion WalkthroughInspection Site Manager 28/03/25 Complete
2 Year 1 Defect ReviewInspection Customer Care 12/05/25 Scheduled
3 Kitchen tap dripping at baseDefect Sarah Mitchell 14/05/25 In Progress
4 Hairline crack above window revealDefect Site Manager 18/04/25 Resolved

Frequently Asked Questions

Find answers to common questions about your property

Search for answers, keywords, or topics…
General
You can report defects directly through the Inspections & Defects section of this portal. Log the issue with a description and photos, and your site team will be notified automatically. You'll receive updates as the issue progresses.
All warranty documents, including your NHBC Buildmark warranty, are stored in your Library. Navigate to Library in the sidebar and look for the Handover Pack section.
Manuals for all registered appliances are available in the Fixtures & Fittings section. Select any appliance to view its details and download the manufacturer's manual.
Your defects liability period is typically 2 years from the date of legal completion. During this period, your developer is responsible for rectifying any defects that arise from construction. Check your welcome pack for your specific dates.
You can update your contact information in My Account. Select My Account from the navigation and click Edit Details.
S
Sarah Mitchell
Individual User
Profile Details
FULL NAME
Sarah Mitchell
EMAIL ADDRESS
sarah.mitchell@email.com
MOBILE NUMBER
07700 900 042
PHONE NUMBER
01732 000 042

Report an Issue

Log a problem with your property

Boiler not producing hot water since this morning. Radiators in bedroom 1 and 2 are cold.

Your brand, their portal

White-labelled from the first login.

Every resident portal carries your logo, your colours, and your domain, not Guided Home's. From the first notification they receive to the library they browse ten years later, the experience is unambiguously yours. Logo, primary colour, accent, and custom domain are all configurable from a single settings screen.

  • Custom logo, primary colour, and accent colour configured per organisation
  • Custom domain support: residents visit homes.yourcompany.co.uk, not guidedh.com
  • Branded notification emails match your portal identity end-to-end
  • White-label applies across web and mobile, with no Guided Home branding visible to residents

Homeowner access

Everything they need. Nothing they don't.

From the day keys are handed over, homeowners access their complete handover pack, home guide, fixtures register, and key contacts through a clean interface that needs no instruction. Hugo AI answers questions about their specific home, 24 hours a day, grounded in their actual documents and registered assets. The New Homes Quality Code requires developers to provide homeowners with accessible, durable home information; this portal satisfies that requirement from day one.

  • Handover pack, EPC, warranties, and certificates always accessible from the portal
  • Room-by-room fixture and appliance register, with the manual one tap away
  • Home guide with searchable categories: Heating, Kitchen, Bathroom, Appliances, and more
  • Hugo AI surfaces document content in plain English: "What does my warranty cover?"

Tenant access

Built for renters too.

For build-to-rent operators, the same portal adapts to the tenant journey: move-in documents, property guides, contact access, and issue reporting. Tenure changes don't require rebuilding the record. The underlying data persists and the portal view adjusts automatically.

  • Tenancy agreement, move-in inventory, and property information pack in one place
  • Issue reporting tied directly to the property record, with no lost emails
  • Key contacts (site manager, emergency line, building warranty) always to hand
  • Portfolio-level tenure tracking: operators see occupancy status per plot across all schemes
Also in the platform Hugo AI → Document Management → Fixtures & Appliances →

See the resident portal in your brand.

We'll configure the demo with your logo and colours, then walk through the homeowner and tenant journeys from first login to year-two aftercare.

Talk to us See it work