Built by someone who lived the problem.
PlotCare’s founder bought a new-build, got 142 snags, and lived the broken aftercare process from the inside. PlotCare is the fix.
From keys to PlotCare
Keys
Plot 10 handover — excitement, then a spreadsheet.
142 snags
Logged one by one — damp, frames, seals, boiler trips.
Broken aftercare
Unanswered calls, missing records, no explanation.
PlotCare
The infrastructure the process should have had.
“When you got our money — was it crinkled? Was it dirty? Was it ripped? No. So why should our property be in the state that it’s in?”
When the keys arrived for Plot 10, the excitement was real. A brand-new home, never lived in, built to a modern standard. They didn’t even clean the front of the house — cobwebs and stale bird poo. It ruined the first-photo moment, and everything went downhill from there. Within the first few weeks that excitement was replaced by something else entirely: a spreadsheet. One hundred and forty-two snags, logged one by one — damp patches, misaligned frames, missing seals, scratched glass, a boiler that tripped off in the cold.
Reporting them was straightforward enough. What followed was not. Phone calls went unanswered. Emails disappeared. Contractors arrived without warning, or didn’t arrive at all. When something was fixed, there was no record. When it wasn’t, there was no explanation.
“The home was fine.
The process was broken.”
Aftercare is where trust is won or lost. A homeowner who feels ignored after handover doesn’t just complain to friends — they leave reviews, they call the Ombudsman, they cost the builder far more than the original snag ever would have. The snags themselves are almost never the real problem.
“…The silence is.”
In the bath one night I heard Simon Squibb ask, ‘What’s your problem, and how can you fix it?’ Mine was customer care and snagging — so I got off my backside and built the thing I’d have wanted as a homeowner.
The founder built PlotCare solo — in weeks, not years — but the moat isn’t speed. It’s having lived every broken step firsthand.
Before property, the founder spent more than twenty years in hospitality. Hotels and restaurants run on a simple premise: a guest with a problem is an opportunity. Acknowledge it immediately, fix it properly, follow up without being asked. Done well, a guest who had a problem becomes more loyal than one who never did. The industry calls it service recovery. It is not complicated — it just requires systems, discipline, and the genuine belief that the guest experience matters.
“Good hospitality is showing someone you care that they chose you.”
— Dean, founder of PlotCare
“You should get the same service on your home as you’d get at Fortnum & Mason or a Porsche garage — and sometimes you spent less there than on your house.”
New-build aftercare deserves exactly the same standard. A homeowner reporting a snag is not a nuisance — they are the end customer of a significant purchase, asking to be heard. PlotCare was built to give developers the infrastructure to respond the way a good hotel would: promptly, transparently, and with a complete record of everything that was done.
That is what we mean by hospitality-grade care. Not luxury. Not theatre. Just the quiet competence of a team that never lets something fall through the cracks, and always lets the homeowner know where things stand.
Principles we build to
Built on real snags
Every feature traces back to a real problem on a real plot. Plot 10, 142 snags, and months of living the process gave us a list no focus group could produce.
Homeowner-first
The homeowner is the end customer of every new-build. When they feel heard and kept informed, everything else — scores, referrals, reputation — follows.
Demonstrate, don’t claim
Anyone can say they’re compliant. PlotCare gives you the timestamped evidence trail that demonstrates compliance — before anyone asks for it.
Quietly relentless
SLA clocks run in the background. Automated updates go out without prompting. The system does the chasing so your team does the fixing.
The numbers behind the problem.
94% figure from Which? new homes survey. ~200k from MHCLG annual housing statistics. 55% from our own homeowner research.
An operating system for property care.
Snag management is the foundation. The vision is a single platform that handles every touchpoint between a developer and a homeowner — from the day the keys are handed over to the end of the defect period and beyond. Structured, transparent, and always on the homeowner’s side as much as the builder’s.
See what this looks like in practice.
A 20-minute walkthrough built around your sites. If it isn’t right for you yet, we’ll say so.