12+
months pre-completion mobilisation
The Founding - Canada Water
Challenge
As the first residential building to complete within the Canada Water masterplan, British Land required a seamless Customer Care and Experience strategy for a diverse group of purchasers. Preparing for mobilisation, managing communications, completions, move-ins and aftercare demanded careful coordination and a consistently high standard of service.
Response
Conductor CX mobilised over a year before practical completion, working closely with the developer, contractor and project teams to establish the Customer Care and Experience strategy. We defined service levels, implemented defect management software, centralised customer communications and collaborated with stakeholders to prepare residents for completion and occupation.
Impact
The structured CX approach ensured clear communication and coordinated management of completions, handovers and aftercare. Our single point of contact model strengthened reporting and stakeholder alignment, providing British Land with confidence that risks were documented and mitigated and that resident experience and operational delivery were professionally managed.
