Tracie is calm, structured issue management for aftercare teams — tracing every case from first homeowner message to final sign-off, with nothing lost in between.
Cases live in inboxes, group chats and shared spreadsheets. Updates get lost between site managers and contractors. Homeowners chase, deadlines slip, and the team carries the stress.
The original report is in WhatsApp, the photos in email, the contractor instruction in a spreadsheet, and the resolution in someone's head.
By the time a deadline shows up on a report, it's already past — and so is the trust you'd built with the homeowner.
Without structured data you can't see that 14 of the last 20 cases were the same boiler valve — so you can't fix it at the source.
Tracie pairs the calm of a great colleague with quiet, dependable intelligence. The routine work is taken off your team's plate; the judgement calls stay with the people who should be making them.
Issues come in through everyday channels — in plain language, no forms — and turn into structured cases automatically.
From first message to final sign-off, every update, photo and decision stays connected. Nothing slips between inboxes, shifts or contractors.
Reads the situation, prioritises sensibly, suggests next actions and spots patterns across plots — all in the background, with your team always in control.
Homeowners on WhatsApp, your aftercare team in a structured workspace, and trades on their phone with a complete brief. Every update stays connected as the case moves between them.
No portal logins, no phone trees. Tracie picks up the WhatsApp message, asks the right follow-ups, and tells the homeowner exactly what's happening — every step of the way.
Pulls the property, prior history and likely cause from the very first message.
Shares manuals, troubleshooting steps and how-to videos — closing the easy 30% before they ever reach the team.
Confirms receipt, shares ETAs, and notifies on every update. No more "any news?" messages.
Cases arrive structured, prioritised, and pre-briefed. The next action is always obvious — assign, schedule, escalate or close.
Photos, history, location, vulnerable occupants, plot warranty status — all attached before you open the ticket.
Tracie watches every clock and flags risk early — not after the breach. Filter the in tray by "at risk" with one click.
Surfaces recurring defects across plots and developments so QA can fix the root cause, not the next ticket.
Emma Thompson reported the heating not working at 14 Willow Court. Hot water remains operational. Guided checks confirm the thermostat is set correctly and boiler pressure is 0.5 bar — likely a pressure-loss issue preventing the heating circuit from running. No vulnerable occupants identified.
Trades open the job and see exactly what they need — no chasing the office, no second visits because the part wasn't ordered.
Tracie suggests time slots and coordinates access directly with the homeowner over WhatsApp.
Address, contacts, photos, history, likely cause and recommended remediation — all on one screen.
Required photos and evidence before sign-off. No more chasing trades for proof of work after the fact.
Every case follows the same calm path — traced through the people who handle it, the actions they take, and the time it takes to resolve.
Homeowner messages on WhatsApp. Tracie understands and asks the right questions.
Issue is summarised, prioritised, and a structured ticket lands in the team's inbox.
The right trade is suggested and a complete job brief is prepared automatically.
Trade arrives briefed, completes the work, and submits the required evidence.
Homeowner confirms, the case closes, and patterns feed back to QA and build.
Tracie isn't a generic ticket tool — every case carries a complete, timestamped record shaped around the response and resolution windows your warranty provider expects. Stay compliant by working normally.
Side by side with traditional defect management software and the spreadsheet-and-WhatsApp combo most teams still rely on.
| WhatsApp + spreadsheets | Traditional defect tools | Tracie | |
|---|---|---|---|
| Homeowner reports issue without logging in | ✓ | — | ✓ |
| Ticket created and structured automatically | — | — | ✓ |
| Triage & troubleshooting resolved at first contact | — | — | ✓ |
| SLA risk flagged before breach | — | Sometimes | ✓ |
| One traceable case across every stakeholder | — | Partial | ✓ |
| Repeat-defect & root-cause analytics | — | Limited | ✓ |
| NHQB & warranty case file in one click | — | — | ✓ |
Aftercare made calm and predictable — measured in hours saved, breaches avoided and homeowners no longer chasing.
Manual data entry, status chasing and brief writing handled automatically.
Risk surfaced early — not in the monthly report when it's already too late.
Tracie acknowledges and triages within minutes, day or night.
Trades arrive with a complete brief and the right parts.
Transparent updates replace silence and chase emails.
The kind of metric that doesn't fit on a dashboard, but matters most.
"We've spent the last decade building software for some of the UK's largest housebuilders and estate agents. Across all of it, the same conversation kept coming up — aftercare tools log the chaos, but they don't help untangle it. Tracie is our answer: a calmer, more capable colleague that catches things before they slip."
Yes. Tracie uses the WhatsApp Business Platform (Cloud API) on a verified business number for your development. Homeowners message a number you control; nothing runs on personal accounts.
It can — most teams retire their spreadsheet, ticketing and chat tools. If you're contractually tied to a system like Clixifix, Housebuilder Pro or Proserv, Tracie can sit alongside it and sync cases via API while still owning the homeowner conversation and contractor briefing.
A typical first development is live in 2–3 weeks. We import your plot data, plug in your existing manuals and SLAs, set up the WhatsApp number, and run a structured pilot with one site before rolling out portfolio-wide.
No. Tracie suggests — your team decides. Every action that affects a homeowner or contractor is approved by a human, with the suggestion and the reasoning shown side by side. You can also disable any auto-action per workflow.
Per active plot under aftercare, with volume discounts. There are no per-seat charges — bring your whole team. We'll walk through it on the call.
Tracie is shaped around the New Homes Quality Code response and resolution windows, and exports compliant case files for NHBC, Premier Guarantee, LABC, ICW and CHC dispute packs.
A small UK team that's spent the last decade building software for housebuilders and estate agents — most recently SalesSeek, which was acquired by Zoopla. We started Tracie because the same conversation kept coming up: aftercare tools log the chaos but don't help untangle it.
Twenty minutes, a real walkthrough with your live workflow on screen. We'll take you through a case from first message to final sign-off — no slides.