After-sales management for property developers

Manage after-sales without losing a single defect

You hand over a development and the next job begins: after-sales. The reports start coming in from buyers — a crack, a door that rubs, a damp stain — spread across many homes, many entrances, many owners. And you, in the after-sales department, have to log them, send the right trade, and prove that each one was dealt with.

The underlying problem is almost always the same: the information scatters. One report by email, another by phone, a photo over WhatsApp. And when six months later a buyer says “I reported this in March and nobody came”, reconstructing what happened, when, and who handled it is a nightmare.

This page is about running after-sales with a record that doesn’t get lost and that covers you in disputes.

The after-sales challenge: traceability

After-sales isn’t just about fixing defects. It’s about being able to prove what was reported, where it was, when it was flagged, and when it was resolved.

Without that, every disagreement with a buyer is your word against theirs. With a dated, located record backed by visual evidence, it no longer is. That’s why after-sales, more than any other phase, needs documentation that holds up over time.

How it changes with PinMy

Instead of loose reports, every defect becomes a pin nailed to the home’s plan, at the exact point.

• Precise location. Not “crack in the living room of flat 3B”, but a pin in the specific corner of the plan, with a rectangle showing its extent.
• Evidence in context. Photo, voice note, and date, all attached to the pin. No loose photos in a camera roll.
• Assignment to the trade. Each defect is assigned to whoever it belongs to and moves from “to do” to “done” on the Kanban board. You see at a glance what’s pending and what’s closed.
• One home, one record. All the defects for each unit, organised on its plan, not scattered across five channels.

A record that covers you in disputes

This is the point that matters most in after-sales.

In PinMy, only the person who creates a pin can move or delete it. Others can reply and add comments, but nobody can quietly erase a defect that was flagged months ago. Every pin carries a timestamp and attribution: who reported it and when.

So “this defect was reported on 14 March and resolved on 2 April” stops being a claim from memory and becomes a record with a date, a location, and evidence. That’s what turns after-sales from a source of conflict into a process you can defend.

The buyer and the trade, friction-free

With guest mode, a buyer or a tradesperson can open the file in the browser and view or reply to a defect without installing the app or creating an account. You cut the friction of coordinating with people who aren’t going to sign up for yet another tool — without losing the record.

Let’s be clear about the scope

PinMy is not a customer CRM or a full service-desk system, and it doesn’t generate automatic legal reports. If you need to manage contracts, warranties, or the commercial relationship with each buyer, that lives in other tools.

What PinMy does — and keeps simple — is the visual, traceable record of defects anchored to each home’s plan: the documentary heart of after-sales. Many teams keep the customer relationship in their own system and the defect documentation in PinMy.

What you can do today

Only features that are on the phone right now:

• Voice, photo, video, and text pins on PDF plans and photos of the home.
• Resizable area highlighting to mark the extent of the defect.
• Kanban flow: assign to the trade, follow from “to do” to “done”, and close.
• Dispute-proof pins with timestamp and attribution.
• Voice notes transcribed in 20+ languages.
• Guest mode for buyers and tradespeople with no account.
• iOS, Android, web, and a Chrome extension. Hosted in the EU, GDPR-compliant.

Start with one development

You don’t have to change everything. Take the after-sales of one development and run its defects in PinMy, on the plans of each home. See how much the noise drops and how much your ability to prove what was done goes up.

It’s free to start, no card and no setup. Also see the guide to managing after-sales for a residential development and the handover inspection checklist, or how it fits the work of site supervisors.

Try it free · Book a 20-minute demo