Chapter Homes
Richard Roddam, Chapter Homes MD; Nadine Dack, Clixifix's customer account manager; and Clair Currie, Clixifix's customer success manager.
Rebecca Wayman

Durham tech firm bags contract with Newton Aycliffe's Chapter Homes

Online experts have been recruited to take the stress out of managing the aftercare process of ‘ideal’ homes in County Durham.

Chapter Homes asked customer care software specialists, Clixifix, to enhance home-buying customer experience at its new development at Eden Field in Newton Aycliffe.

Clixifix, based in Durham, has developed a platform that manages client feedback and repairs for the construction sector. The software is designed to help developers administer customer care tasks and deal with any snagging issues.

Chapter Homes’ managing director, Richard Roddam, is focused on ensuring the firm’s first major development delivers a high level of customer satisfaction and sees Clixifix as a partner to ensure any issues are dealt with quickly and effectively.

He said: “The customer must be at the heart of everything we do, and Chapter Homes wants the homebuyer to feel as positive and excited entering their new house as they did when they first stepped into our show home.

“Snagging is perceived as the house gone wrong and can negatively impact the purchasing experience, but in reality, it’s an unfortunate, but necessary part of the process.

“By using Clixifix to deal with it, it becomes a key plank of customer care and brand reputation.”

Formed in 2015, Chapter Homes started work on Eden Field August 2016, which will provide 125 two, three and four-bedroom homes.

Clixifix helps housebuilders assure purchasers that issues are being dealt with, keeping them informed on progress.

‘Tickets’ are created for every reported defect or repair - categorised by priority and time - then issued to the appropriate contractor or sub-contractor.

Clixifix’s managing director, James Farrell, added: “Customer care starts with better communication and much of that communication is now online.

“That makes it harder to retain those soft skills, but what we have created is an area where the client can talk directly with the person or company that has carried out the work.

“What happens is people read material saying ‘move into your perfect new home’, whereas in reality there are many things that can go wrong. The key is how you deal with the bits that go wrong, and communication between buyer, builder and sub-contractor is critical.

“Once a ticket is created, there is a countdown until the ticket is closed or resolved. Sub- contractors are nominated on the ticket, so they know how long they have to respond, and the process goes from there. It’s about creating a positive message, sharing successes by handling defects quickly and to everybody’s satisfaction.”

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