Resolve complaints with confidence using Housebuilder Pro

Track, manage, and resolve complaints in line with the NHQC Complaints Procedure, all from one centralised platform.

The problem

Handling complaints can quickly become disorganised without the right systems in place. Issues often end up buried in overflowing inboxes or lost in paper trails, making it difficult for teams to track progress or respond in a timely manner.

Missed deadlines inevitably lead to frustrated customers and declining satisfaction levels. Without a clear, accessible audit trail, builders are left exposed during Building Control checks, NHQC reviews, or any situation where evidence and accountability are essential.

The solution

Housebuilder Pro provides a structured, transparent workflow that ensures every complaint is captured, tracked, and resolved without anything slipping through the cracks. Instead of relying on scattered emails or paper forms, teams can log issues centrally, monitor deadlines, and communicate updates in real time. Automated reminders help prevent delays, protecting customer satisfaction and strengthening trust throughout the process.

With a complete digital audit trail, including timestamps, actions, and evidence. Builders are fully prepared for Building Control inspections, NHQC reviews, and any compliance checks that require clear accountability.

NHQC and CCHB-compliant workflows

Acknowledge, assess, resolve, and follow up
Built-in 56-day letter reminders
Ensure every complaint is handled correctly

Plot-level complaint tracking

Every complaint linked to its plot
Identify recurring issues across developments
Improve operational efficiency

Digital audit trail and timeline

Replace paper trails with timestamped logs
Reduce human error and improve transparency
Support internal reviews and external audits

Cross-team visibility

Site, sales, and customer care teams stay aligned
View complaint status and history in real time
Reduce miscommunication and delays

Handle complaints faster, fairer, and with full traceability

Complaints can quickly escalate when information is scattered across emails, spreadsheets, and phone notes, leading to slow response times, inconsistent updates, and limited oversight. Housebuilder Pro solves this by providing a structured, end‑to‑end complaints workflow where every case is logged, categorised, assigned, and tracked in one place.

Teams can capture full details, attach photos and documents, set targets and actions, and maintain a clear timeline of communications and decisions. With real‑time visibility and a complete audit trail, HBP helps organisations respond consistently, spot recurring issues earlier, and demonstrate accountability, improving customer confidence while reducing risk and operational strain.

Resolve complaints - on time, every time

A more auditable, transparent complaints journey

HBP tracks complaint progress through key stages and integrates tasks into the wider system so teams can show what was done, when, and by whom.

Complaints managed in line with the NHQC process

HBP’s complaints tool is built to support the NHQC complaints procedure, helping teams acknowledge, assess, resolve and follow up, including keeping track of the 56‑day letter requirement.

Clear tracking for every complaint, every plot

Complaints are tracked against individual plots, helping teams maintain oversight of progress and resolve cases correctly without losing steps in email chains.

"One of the real bonuses of using Housebuilder Pro software is being able to clearly see sales progress and record exactly where we are. We were originally looking for a sales database and found that Housebuilder Pro did not only that, but a whole lot more.

We are impressed that the team at Housebuilder Pro are able to listen to our needs and act on them, with continuous development of the system"

Fernham Homes

"We love how user-friendly Housebuilder Pro is. Housebuilder Pro simplifies the CRM process and information is readily available for a multitude of job roles across the business.

As we grow, we know that Housebuilder Pro will be able to grow with us, making our business even more efficient across all areas of the business."

Galion Homes

"Housebuilder Pro is an excellent tool to help ensure we are working as efficiently as possible, enabling us to enhance our sales process to customers and be able to provide them with an online 'one stop shop' for all documentation and guarantees associated with their property for 10 years after the sale."

Shropshire Homes

"Signing up for Housebuilder Pro has been a great pleasure. There is something about the team that gives me confidence for a healthy long term relationship.

Housebuilder Pro itself impressed us from the outset; we are always looking for ways to improve our internal systems and were impressed to find out that it not only does this, but also adds value to the customer experience that we provide."

Bargate Homes

"We want a system that covers all bases for the client right from the beginning.

That way, over time, the users can grow into the software instead of the software having to grow into the users".

Tantallon Homes

"The team at Tantallon Homes have been using Housebuilder Pro for about six months now, and we can honestly say that it has been an excellent addition to our business. The system is easy to use, the screens are clear and concise, and it operates in a common sense way.

The level of customer service from the team is second-to-none; they are always open to suggestions and feedback, and they have shown infinite patience whilst we got used to the way everything works. We highly recommend Housebuilder Pro."

Tantallon Homes

"The system is very easy to use and there are some really simple and effective ways of tracking the progress of every enquiry, reservation and sale and managing follow up enquiries.

The contact and help we have received so far from the Housebuilder Pro team has been excellent and they are doing all they can to ensure the data held in our previous system is captured and transferred across to Housebuilder Pro without any loss of data."

Wheatcroft Homes

The ongoing support from HBP is second to none. I find they are happy to listen to customer comments and suggestions, with some functions being implemented in a very quick manner. This creates an all-encompassing software that ticks a lot of boxes related to our needs.

Tantallon Homes

"We couldn't live without this system! It has totally streamlined our sales process and made our buyers' lives easier. We use it every day and it has had a positive impact on our business processes.

Housebuilder Pro has allowed us to further improve our customer service, as snags and other data can be entered in a few clicks. Our buyers can see every stage of their build without needing to chase for updates. We recommend to all developers!"

Charworth Homes

"Housebuilder Pro is an excellent addition to our business. The system is easy to use, clear, concise and operates in a common sense way. Their customer service is second-to-none. The team is always open to suggestions and feedback"

Tantallon Homes