A managed implementation built around your delivery programme
Guided Home is configured around your sites, your documents and your processes — not a generic template you adapt yourself. Our Customer team manages the implementation from scoping through to live operation, so your site managers and customer care teams receive a platform that reflects the way they already work.
Every implementation starts with your portfolio: how many sites are active, what tenure types you deliver, which documents your compliance framework requires, which consumer code, your home user guide template and customer journey, and how inspections and defects currently flow between site, customer care and contractors.
We map your existing document checklists, inspection processes and aftercare workflows into the platform configuration — including tenure-specific document packs, contractor routing rules and sign-off sequences. Where you have existing systems (Procore, Trimble Fieldview, Access Coins, Salesforce, Dynamics 365), we scope the integration through our Defect Connectivity Hub so your site teams are not switching between tools.
The output is a scoping document that confirms your configuration, your rollout sequence (typically site by site or phase by phase), and your success criteria — agreed before any setup begins.
Your team does not need to learn a configuration interface or build their own setup. Our Customer team configures the platform on your behalf: site structures, plot registers, document checklists, inspection templates, contractor assignments, branding and user permissions.
Where you have existing documentation — handover packs, home user guides, warranty information, fixtures and appliances data — we ingest and organise it into the correct plot-level structure using our Document Intelligence layer, so the migration from your current process is handled, not delegated.
Training is delivered to your admin users, site managers and customer care teams in focused sessions structured around their specific workflows — not a generic product walkthrough. Each user group receives training relevant to the tasks they perform: site managers on inspections and defect capture, technical and commercial on document assurance, sales on buying journey, milestones and documents; customer care on home user guides, aftercare, defect management and homeowner communication, leadership on board reporting and monitoring.
Every customer has a named Customer Success contact who understands your portfolio, your compliance obligations and your operational priorities. Regular reviews assess platform adoption, surface configuration changes needed as your programme evolves, and ensure new sites and phases are set up ahead of your delivery calendar.
Our Knowledge Base provides guides, walkthroughs and best-practice documentation for every platform module — available to your team at any time. Product updates are communicated through release notes and, where relevant, briefed directly to your admin users so changes are understood before they reach your site teams.
Where you are onboarding new sites, new tenure types or new delivery partners, the Customer team manages the configuration extension — the same managed approach as your initial implementation, not a self-service exercise — unless that is what you prefer.
The Executive Dashboard gives your leadership team real-time visibility of platform adoption alongside the operational metrics that matter: document completeness rates, inspection coverage, defect resolution timelines and outstanding risk across every active site.
Adoption is measured not by login frequency but by operational outcomes — the percentage of plots with complete documentation at handover, the reduction in outstanding defects at DLP close, the time from defect report to contractor assignment. These are the metrics that demonstrate value to your board, your regulators and, if relevant, your investors.
Your Customer Success contact reviews these metrics with you on a regular cadence and identifies where adoption barriers exist — whether that is a site manager who has not completed training, a contractor who is not responding through the platform, a document type that is consistently missing from a specific delivery partner, or repeat customer queries that can be closed through an update to your customer journey, procedures or home user guide content.
