BRANCH Where every part of a home connects

Branch is building the connected operating system for construction and property care.

We are starting with Customer Care and Defect Management because that is where the pain is immediate. But Branch is being built as a wider ecosystem connecting builders, homeowners, contractors, subcontractors, evidence, compliance and property information across the full lifecycle of a home.

Help Shape Branch Discuss an Early Pilot

Current focus: Customer Care & Defect Management MVP.

B C H

One connected ecosystem for the people who build, maintain and live in new homes.

One workflow. Three connected views.

Know what is happening without making another phone call. Each person sees what they need, what they own next and what evidence has been recorded.

01 / THE CHALLENGE

Construction loses time
between the handoffs.

The information often exists. The time is lost finding it, checking it and working out who needs to act next.

Information arrives late

Missing context, evidence or access details delay decisions and create more chasing.

Ownership is unclear

When work moves between teams and trades, unclear ownership leaves work waiting.

Work sits across channels

Calls, emails, WhatsApp messages and spreadsheets create fragmented records and duplicate admin.

Progress is hard to see

Partial updates make progress harder to trust and keep teams answering the same questions.

WHY CURRENT WORKFLOWS BREAK

Why customer care workflows become difficult to manage.

Most teams already have information.

The problem is that information moves between different people, systems and communication channels.

As work moves between homeowners, customer care teams, site teams and contractors, context is lost, ownership becomes unclear and time disappears into chasing.

Current reality

  • Information spread across emails, calls and messages
  • Contractors chasing missing details
  • Homeowners unsure what happens next
  • Teams manually updating spreadsheets
  • Site managers acting as communication hubs
  • Follow-on work losing context

With Branch

  • One clear journey from defect to resolution
  • Clear ownership of every action
  • Information stays attached to the work
  • Clear tasks and evidence for contractors
  • Homeowners gain visibility and peace of mind
  • Teams spend less time chasing updates
02 / HOW THE MVP WORKS

First module.
Clear ownership.

The Customer Care and Defect Management MVP focuses on one urgent workflow first: keeping everyone connected from homeowner report to evidenced resolution.

  1. 1

    Homeowner raises an issue

    Homeowners report against their property with photos, location details and access information.

  2. 2

    Builder or customer care reviews

    Teams assess priority, assign clear ownership and decide what action is required.

  3. 3

    Contractor receives clear instructions

    Trades receive the information needed to attend without repeated phone calls or message chains.

  4. 4

    Work is completed and evidenced

    Photos, notes and outcomes remain attached to the original issue.

  5. 5

    Homeowner receives updates

    The homeowner can see progress and understand what happens next without chasing.

WHY CUSTOMER CARE FIRST

Customer care is the entry point.
Not the limit of the vision.

Customer care is where many construction problems become visible: missing evidence, unclear responsibility, poor communication, repeat chasing, contractor delays and frustrated homeowners.

Branch is starting here because it gives builders immediate value while creating the foundation for a much larger connected ecosystem.

FIRST MODULE

Customer Care & Defect Management

  • Homeowner-reported defects
  • Customer care triage
  • Contractor and subcontractor assignment
  • Appointment booking
  • Evidence capture
  • Follow-on works
  • After-hours emergencies
  • Property history
03 / THE FIRST WORKFLOW

Starting with
customer care.

Customer care is the first workflow Branch is solving: a practical place to prove how clearer ownership and communication can reduce admin and give teams time back.

Discuss an early pilot ↗
CAPTURE

Start with a better defect report

Homeowners report against their plot, identify the location, add photos and provide access details, helping the right team act without another round of questions.

Plot-based reportingUrgent issue routing
COORDINATE

Assess, allocate and monitor

Customer care can review the report, set priority, allocate the relevant trade and see what is waiting, booked, attended or overdue without manually chasing updates.

Defect dashboardTrade allocation
COMPLETE

Give contractors a clear instruction

Contractors receive the defect detail, plot information and access requirements. Clear tasks, clear ownership and clear evidence make closeout simpler.

Mobile closeoutFollow-on trade requests
RECORD

Keep the plot record complete

Decisions, messages, photos and completion evidence remain linked to the defect. Manuals, certificates and aftercare documents can be stored against the home.

Communication historyPlot documents
04 / THE PLATFORM

Built around the connection between people.

Most systems optimise one part of a process. Branch is being designed around the handoffs between builders, contractors and homeowners, turning disconnected processes into one clear journey with visible accountability.

BBUILDER CCONTRACTOR HHOMEOWNER
Branch
THE BRANCH ECOSYSTEM VISION

One shared foundation.
Built module by module.

Branch is not trying to launch every module at once. The current focus is the Customer Care and Defect Management MVP, built on a shared foundation that can support the wider construction and property lifecycle over time.

BRANCH CORE

Shared foundation

Users, companies, roles, permissions, sites, plots, documents, comments, notifications, evidence and audit history.

Foundation
CURRENT FOCUS

Customer Care

Defects, appointments, homeowner communication, aftercare, warranties and emergency support.

First module
CURRENT FOCUS

Homeowner Portal

Simple issue reporting, updates, appointments, property documents and future property passport access.

MVP companion
FUTURE ROADMAP

Builder / Main Contractor Module

Quality inspections, site management, programme visibility, trade coordination, drawings, actions, handover and operational control.

Planned
FUTURE ROADMAP

Contractor & Subcontractor Modules

Work orders, labour planning, material call-offs, closeout evidence, snag response, attendance and performance history.

Planned
BEING EXPLORED

Worker Passport

Skills, training, qualifications, competencies, experience, site history and achievements.

Future roadmap
BEING EXPLORED

Property Passport

Property records, evidence, installed products, warranties, manuals, maintenance reminders and future sale handover.

Future roadmap
FUTURE ROADMAP

Health & Safety

RAMS, permits, toolbox talks, inspections, competencies, equipment checks, incidents and audit trails.

Planned
BEING EXPLORED

Commercial & Procurement

Material orders, claims, variations, supplier links, hire equipment, approvals and cost visibility.

Future roadmap
FUTURE AI INTELLIGENCE

Smarter decision support

Defect patterns, drawing revision intelligence, programme risk, quality trends and better-informed decisions.

Being explored
05 / BUILT ALONGSIDE CONSTRUCTION TEAMS

Built for real construction work.
Refined through practical feedback.

Branch builder dashboard desktop screenshot
Branch builder dashboard mobile screenshot
Office visibility · Site access
DESIGNED AROUND PRACTICAL OUTCOMES

Branch is designed to reduce the time teams spend chasing information and make the next action easier to understand.

Clearer ownership, stronger contractor instructions and a connected evidence trail are intended to support faster resolution, fewer overdue issues and better homeowner visibility.

Focused pilots will help measure where Branch saves time, improves closeout and gives teams better insight into recurring defect patterns.

Construction-led Built from direct industry experience
Workflow-focused Designed around real handoffs and ownership
Tested with users Refined through practical feedback
Help refine the workflow
Richard Laing, founder of Branch
Richard Laing Founder, Branch
THE FOUNDER STORY

Built by a builder.
Refined with the industry.

Branch didn’t start as a software project. It started as a frustration.

Over the years I’ve worked across construction projects in both South Africa and the UK, managing contractors, quality inspections, customer care, defects, handovers and the countless conversations that sit between them.

No matter the company, project or location, the same challenges kept appearing. Good people were working hard inside disconnected systems, spending too much time managing communication instead of solving problems.

  • Information lost between handovers
  • Contractors chasing updates
  • Customer care teams chasing contractors
  • Homeowners chasing answers
  • Ownership becoming unclear as work moves between people
The industry doesn’t need more complexity. It needs clearer workflows, better ownership and a single source of truth.

Today Branch is being developed alongside builders, contractors, customer care teams, homeowners and industry professionals to create a better way of managing information from issue reporting through to resolution.

This journey would not have been possible without the support of my wife, Catherine, whose experience in digital project management, branding and customer experience has helped shape both the platform and the way we communicate our vision. We are also grateful to our early supporters, investors and the people across the industry who continue to share their experiences, frustrations and ideas.

Branch is not being built in isolation. It is being built with the people who live these challenges every day, because the best solutions come from the people doing the work.

  • Construction workflow experience
  • Customer care and defect management
  • UK and South African construction background
06 / ONE CONNECTED ECOSYSTEM

Different responsibilities.
One shared workflow.

B

For builders

Know what is happening without another phone call.

Click to learn more
H

For homeowners

Clearer updates and greater peace of mind after handover.

Click to learn more
TRUST AND ACCOUNTABILITY

Built with trust and accountability in mind.

Branch is being designed to handle sensitive construction and homeowner information responsibly, including plot details, defect photos, access information, contractor updates and issue history.

  • Role-based accessPeople see the information relevant to their responsibilities.
  • Evidence and issue historyPhotos, notes and outcomes stay connected to the work.
  • Clear ownershipActions are designed to remain visible from report to resolution.
  • GDPR-conscious handlingData practices are being considered as the product develops.
  • Private by defaultNo unnecessary public sharing of feedback or company information.
Starting locally, designed to scale

Focused early pilots.
Supported properly.

Branch is preparing for focused early pilots with housebuilders in the South East. A pilot would usually run for around 4–8 weeks and focus on one defined customer care workflow.

Request an early pilot
01

What is an early pilot?

A focused 4–8 week trial of one agreed customer care or defect workflow, supported closely and reviewed before any wider rollout.

02

How does it work?

  1. Map the current workflow
  2. Set up roles, plots and issue types
  3. Test the homeowner-to-contractor issue flow
  4. Review results and lessons learned
03

Benefits of the pilot

  • Test assumptions before committing more widely
  • Measure where chasing and admin consume time
  • Assess ownership, closeout and overdue issues
  • Shape Branch around practical team needs
04

Early pilot partners

We are interested in speaking with:

  • Housebuilders and customer care teams
  • Site and contracts management teams
  • Contractors and subcontractors
YOUR BRANCH JOURNEY

Where could you fit in the Branch ecosystem?

Start with your location. We’ll confirm availability, then guide you towards the most relevant way to take part.

Where are you based?

Branch is starting with pilot partners within reach of Horsham, West Sussex so we can support testing properly.

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Questions can be sent to info@branchltd.co.uk.

 DISCLAIMER

Early product information

Branch is an early-stage product under development and testing. Website content describes the intended direction of the platform and is not a contractual commitment that every feature shown is currently available.

Branch does not replace a housebuilder's contractual, legal, health and safety or emergency response responsibilities. Pilot scope, responsibilities and data handling should be agreed separately with each participating organisation.

ROLE VIEW

Current pressures

    How Branch helps in the MVP

      Example outcomes
      HELP SHAPE BRANCH

      Share your industry problem