OVER 60% OF BRITS ARE MORE LIKELY TO BUY A NEW BUILD HOME IF COMMUNICATION WAS "MORE HONEST"
With a staggering 94% of people stating that the customer service they receive when buying a home is important and 83% stating that poor customer service would put them off buying or renting a new build home*, it is unsurprising that both private and social housing providers are feeling the pressure to make the moving journey as seamless as possible to achieve the desired 5 star Home Builders Federation rating.
The research conducted by Classic Folios, market leader in the supply of new home handover solutions, also found that almost two thirds of people (63%) claim that as long as they are kept adequately informed and communications are honest throughout the buying process, they would not mind the hassle of buying a new home, which is found to be the most stressful life event by one third of Brits.
Despite these claims, however, nearly a fifth (17%) of those surveyed have experienced poor customer service during the buying or renting process, with the majority of those surveyed stating there are factors, such as better communication and management processes, that would make the home buying experience easier, demonstrating a need for improvement in the industry.
To help housing providers achieve the provision of this sought-after positive experience, Classic Folios’ digital hub and communications platform, Spaciable,is the solution, providing both build to sell and build to rent developers, managing agents and housing associations with a revolutionary customer engagement tool. As a fully customisable white label platform, Spaciable contains a host of features that will ultimately save housing providers time and money, as communications are streamlined and information is personalised for each homeowner.
When asked about the impact of Spaciable, David Graydon,Managing Director at Classic Folios, said: “As shown by our research, a seamless customer experience is of utmost importance, especially when it comes to making big life decisions, such as buying a new home. This is one of the reasons we continually develop Spaciable to support developers in providing customers with information and effective communication that is available 24/7. By helping to deliver an enhanced customer service, it will also help save time and money, as communications are more effectively managed.
“To purchasers, buying a new home is more than just purchasing a building – it’s the whole experience from reservation through to completion and aftercare, so it’s important that developers and other housing providers are taking this on board to meet their customers’requirements, while at the same time enhancing their brand.”
The research also revealed that nearly a third of people are concerned about finding problems that require further work once the property is completed. With Spaciable, however, developers can use the portal to reassure customers that if an issue does arise, it can be quickly logged and actioned using the integrated defect management tool. The portal ensures customers feel involved throughout every stage of the construction of their property, while pre-empting any common build or rental issues in the FAQs section, thereby reducing queries and complaints, saving the developer and homeowner time in the long run.
Spaciable provides a one-stop shop for storing documents relating to the home, such as appliance manuals, certificates and legal agreements, keeping everything in one place. The platform also offers a range of helpful ‘How To’ articles and videos, which not only helps homeowners settle in with ease but positions the home provider as mindful and considerate to their customers’needs.
Almost half (46%) of the UK adults polled consider the buying process to be easier with a new build, as they can choose certain options, such as colour palettes and fitted appliances, when buying off plan directly with the developer or builder. To capitalise on this notion, Spaciable’s ‘Home Designer’ tool allows the buyer or tenant to envisage rooms in their new home, test colour schemes on a virtual canvas and check whether furniture will fit, creating within them a sense of excitement at the prospect of moving into their new home, while also helping them to prepare.
Furthermore, research found that when buying a home, just under half(47%) of those polled consider the most important factor when deciding on whereto buy is being near shops, followed by local amenities, such as pubs and restaurants (43%), with being in the catchment area for local schools also of importance. Spaciable can be used by developers to highlight the amenities close to a new home with the ’Area Guide’ function, which gives residents access to a wealth of local information,from nearby schools to the best places to eat and drink.
For private landlords and private rental sector (PRS) providers, Spaciable incorporates an interface that makes marketing, renting and managing properties a simple task. Through the platform,landlords are able to check tenants’ references with ease, manage compliance,ensure deposits and rent are paid, and advertise their properties.
David, concluded: “With housing providers striving for and customers seeking the optimal 5 star customer service experience, Spaciable is a tool to help both sides, offering everything an occupier will need at the their fingertips, while also assisting the housing industry in providing a seamless customer journey.”
Spaciable offers an optimal, cost-effective, end-to-end PropTech solution for developers, PRS and managing agents. For more information, click here to watch the video: <https://vimeo.com/357590603>
To find out more or book a demo, visit www.classicfolios.com or call 023 8062 6280.