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. Residents see your logo and colours at yourcompany.guidedhome.co, not Guided Home chrome.

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
Kitchen User Manual.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
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 and colours on a branded Guided Home subdomain, yourcompany.guidedhome.co, plus Apple and Android apps for phones and tablets. Residents see your brand, not Guided Home chrome. From the first notification they receive to the library they browse ten years later, the experience is unambiguously yours. Logo, primary colour and accent are configurable from a single settings screen.

  • Custom logo, primary colour, and accent colour configured per organisation
  • Residents visit yourcompany.guidedhome.co, a branded Guided Home subdomain, with Apple and Android apps for phones and tablets
  • 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

Resident capability

What you get in the resident app.

The resident app is the white-labelled surface homeowners and tenants use from reservation through aftercare and beyond. Your logo and colours, their plot, the pack you have released, guides, fixtures, contacts, appointments, choices and defect reporting they are allowed to see: all on web, iOS and Android. Your team still governs what is released, and when, in Handover Governance.

Capability What the resident gets Why it matters
White-label branding

Your logo and colours on every screen. They open the journey at yourcompany.guidedhome.co, and in the Apple and Android apps for phones and tablets.

The experience feels like your brand from the first reservation update to the library they open years later, not a third-party login.

Library / released pack

Pack, EPC, warranties, certificates and other released documents for their plot, in one library.

They stop hunting email attachments. You can show what was issued, and that they could open it.

Home guide

Searchable home guide with categories such as Heating, Kitchen, Bathroom and Appliances.

Day-one questions get answered in the app, so fewer calls for "how does this work?"

Fixtures & manuals

Room-by-room fixture and appliance register, with the manual one tap away.

Spec and how-to stay tied to the dwelling, not a shared drive folder that goes missing.

Contacts

Site, emergency, warranty and other key contacts always to hand.

They know who to call without digging through paperwork from completion day.

Defect / issue reporting

Report issues on their plot, with visibility set by your operator team (including options such as defects only or DLP-only views).

Issues land on the property record, not in an inbox. Residents only see what you configure.

Defects through DLP / warranty

Messaging, status and reporting for homeowner defects through the defect liability period and warranty window.

Progress is visible on both sides. Aftercare does not restart from a blank thread.

Hugo on the released record

Hugo answers questions about their home from documents and assets released to that plot, with the source in view.

Plain-English help without waiting on a call-back.

Hugo defect triage tips

When they raise an issue, Hugo can offer triage tips and checklists grounded in the form details.

Clearer first reports, fewer incomplete tickets, faster routing for Customer Care.

Reservation forms

Complete your branded reservation form in the same journey surface.

The journey starts in the app they will keep using, not a one-off PDF.

Options, choices, upgrades + e-sign

Review options and upgrades, make choices, and e-sign decisions on their plot.

Choices are recorded against the home, not lost between sales emails and site.

Appointments

Book and reschedule sales, options, aftercare or defect appointments, with push reminders.

Fewer no-shows and fewer "we never got the email" disputes.

Native app: web + iOS + Android

The same branded journey on web and native mobile apps for iOS and Android. Mobile-first, not a desktop portal squeezed onto a phone.

They open it where they already live: on their phone, tablet or browser.

Also in the platform Handover Governance →Hugo →Inspections & Defects →Assets →Document Assurance →Guided Site →

Questions

The resident app, answered.

Is this only for completion day?

No. The resident app covers the whole customer journey: reservation through aftercare and beyond. Completion is one stage. The same plot record stays available in year two and later.

Will residents see Guided Home branding?

No. The surface is white-labelled with your logo and colours. Residents open it at yourcompany.guidedhome.co, and in the Apple and Android apps.

Who controls what residents can see?

Your team. Readiness gates and pack release sit in Handover Governance. Defect and inspection visibility is configured per development. Residents only see what you have released.

Can homeowners report defects after move-in?

Yes. Issue reporting, messaging and status tracking run through the defect liability period and warranty window, on the same plot record, when you enable that view.

Is it a web portal or a real app?

Both. Residents use web plus native iOS and Android apps. It is built mobile-first, not as a web portal alone.

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