Key orientation
A resident may be used to a key turning or operating vertically, while their new door's lock works with a different, horizontal key position.
For UK housebuilders & developers
Not every reported fault needs an engineer visit.
Why pay for an engineer visit before you know there is a fault? LockFit can assess new-build door, lock, window and garage problems by video first. Safe operating guidance may resolve the issue without a callout. If a repair is needed, we can arrange an authorised local engineer through our nationwide network. Choose out-of-hours, weekends or wider aftercare support.
Video triage first. Nationwide engineer attendance when needed.
300+ engineers across the UK · 24/7/365 operations support
300+ engineers across the UK · 24/7/365 operations support
One point of contact. One nationwide network.
Keep your own daytime team — add support when you need it.
Keep your own daytime team — add support when you need it.
Live assessment● Homeowner connected
Browser-based option proposed
LockFit Video Triage•••
Illustrative video view
If an engineer is needed✓ Nationwide engineer support
24/7 operations · 300+ engineers
300+Engineers across the UK
24 / 7 / 365Operations and emergency support
UK-wideEngineer attendance when needed
One partnerFrom video assessment to repair
A simpler aftercare processAssess first.
Assess first.
Avoid unnecessary callouts.
A homeowner reporting a potentially faulty door, lock or window does not always need an on-site visit. Video triage helps identify whether safe operating guidance could resolve the issue before the developer incurs an engineer attendance cost.
Traditional approach
Send an engineer. Diagnose on site.
×Reported symptoms can be unclear or incomplete.
×The engineer may discover there is no failed part to repair.
×Developers may incur avoidable attendance costs and extra admin.
The LockFit approach
Video first. Dispatch if needed.
✓Check the reported issue with the homeowner on a live video call.
✓Resolve unfamiliar operating issues remotely where safe, potentially avoiding a chargeable visit.
✓When a genuine fault is suspected, arrange an authorised engineer with better information.
Why a reported fault may not need a site visit
New home. New hardware.
New home. New hardware.
Not always a fault.
From our experience attending new-build properties, many questions about doors, locks and windows involve unfamiliar operating methods rather than a confirmed hardware defect.
Simple differences in key positions, handle movement or opening sequences can lead to a fault being reported. Every issue still needs proper assessment — but a video call may be enough to provide an answer, without the cost of sending an engineer.
Which key does what?
New homeowners may receive multiple keys and be unsure which operates the main entrance, additional locks or other access points.
uPVC door handles
Lift-to-lock handles and multipoint mechanisms can be unfamiliar to someone whose previous door worked differently.
Bi-fold doors
The order in which the handles, locks and panels operate may not be obvious to a homeowner using bi-folds for the first time.
Garage doors
Different locking arrangements and operating controls may prompt a call even when a mechanism is functioning as intended.
Window operation
New window handles, restrictors and opening functions can differ from those in a homeowner's previous property.
Potentially save the cost of a callout. When safe guidance resolves the issue, the developer receives a clear outcome without paying for an unnecessary engineer visit.
If an engineer is needed, we can arrange one. Subject to authorisation, LockFit can arrange a nationwide engineer attendance to investigate and repair it.
Examples reflect LockFit's practical experience, not a measured defect or callout-avoidance rate. Every issue is assessed on its own merits. Residents are never asked to force mechanisms, dismantle hardware or perform unsafe work.
Coverage built around your teamJust evenings and weekends?
Just evenings and weekends?
That works too.
You do not need to outsource your entire aftercare operation. LockFit can support the times and cases you choose, while your customer care team keeps control during normal working hours.
Out-of-hours & weekends
Refer door and lock concerns to LockFit when your customer care desk is closed. Remote video triage first, with engineer attendance arranged when required and authorised.
Your daytime process stays unchanged.Overflow & peak demand
Add specialist triage during busy periods, staff absences or high-volume handover phases, without changing your usual aftercare supplier arrangements.
Extra capacity when you need it.Wider aftercare support
If you prefer, extend the service across more of your door and lock defect caseload, from the initial assessment to managed nationwide repairs.
Scale up only if it delivers value.Operating hours, response priorities, referral process and repair authorisation are agreed for each developer. Urgent safety and security issues follow an agreed escalation process.
The service journeyFrom homeowner report
01 / REFER
02 / ASSESS
03 / RESOLVE
04 / REPORT
From homeowner report
to resolution. Seamlessly.
Designed to complement your existing customer care, including out-of-hours and weekend referrals, defect reporting and warranty authorisation processes.
Issue reported
Your team or agreed out-of-hours referral channel sends LockFit the door or lock concern and the homeowner's contact details.
Video triage
We assess whether safe operating guidance could resolve the problem, or whether a genuine fault or safety risk requires attendance.
Fix or dispatch
If guidance resolves the problem, no callout is needed. If attendance is needed, our 24/7 operations team can coordinate an authorised engineer from our UK-wide network of over 300.
Close the loop
Your team receives the outcome, supporting evidence and details of any completed or proposed works.
Technical scope
The little faults that cause big frustration.
New-build questions often concern how hardware operates, not just whether it is broken. We explain unfamiliar controls where safe, identify possible defects and coordinate authorised repairs where needed.
Safety comes first. Insecure entrances, failed escape routes and other urgent risks are escalated for appropriate attendance. Residents are never asked to attempt unsafe or specialist repairs.
Scope and response levels agreed for each developer Keys and unfamiliar lock positions
Door alignment and closing concerns
uPVC multipoint handle operation
Handles and locking-sequence guidance
Bi-fold door operation
Garage door operating concerns
Window handles and opening functions
Accountability built in
A clearer picture for your customer care team.
Document whether the reported issue was resolved with safe homeowner guidance or needs an authorised repair, so your customer care team knows exactly what happened.
Operating guidance or fault diagnosis, with recommended next action
Supporting images where appropriate and permitted
Engineer attendance and completion details
Agreed reporting format for your team
Example triage summaryAction identified
Reported issueFront door difficult to lock
AssessmentVideo triage completed
Likely causeUnfamiliar lift-to-lock handle operation
Recommended actionSafe operating guidance given
Job statusResolved remotely — no engineer visit
One record from initial report to final outcome
Illustrative report format. Final data fields and integration are agreed during the pilot.
Start small. Prove the value.
Let's prove it on one development first.
Start with out-of-hours and weekend cover on one development or region, if that is all you need. Agree the service hours, escalation rules, reporting and commercial terms before the pilot begins.
Talk about a pilotSuggested 60-day pilot
A measured start, not a leap of faith.
01Choose a site, region and cover window. Weekday evenings, overnight, weekends only or a wider service.
02Set simple commercial terms. Video assessments, repair authorisation, engineer rates and response priorities.
03Monitor meaningful outcomes. Remote resolutions, engineer visits avoided, repairs completed, homeowner feedback and cost per case.
04Review and expand. Agree next steps based on what the data actually demonstrates.
Common questions
A few things worth knowing.
Keep your existing weekday aftercare team in place and call on LockFit only when extra support is needed.
Can we use LockFit only out of hours and at weekends?
Yes. The proposed service can be configured for evenings, nights and weekends only, leaving your weekday customer care processes unchanged. We would agree the referral process, operating hours, escalation rules and handover reporting as part of the pilot.
Why do new-build residents report problems with otherwise working doors and locks?
Our experience suggests that unfamiliar key positions, uPVC lift-to-lock handles, bi-fold door sequences, garage door controls and window functions can sometimes be mistaken for faults. Video triage allows a technician to see the issue, offer safe operating guidance if appropriate, or identify when further investigation is needed. We do not assume that every report is user error.
What happens if the issue cannot be resolved over video?
With the developer's approval and in line with the agreed scope, LockFit can arrange a suitable local engineer from its network of over 300 engineers across the UK, with 24/7 operations support. Information gathered during triage helps the engineer prepare for the visit.
Does the homeowner need to install an app?
Our proposed service uses a secure browser-based video platform, so most homeowners can join from a smartphone link without a specialist download. The exact platform and accessibility options will be confirmed for your pilot.
Can LockFit work with our existing defect reporting system?
Yes, we can agree a referral and reporting process to suit your existing systems. Any automated integration would be scoped and confirmed separately.
Does LockFit decide whether a defect is covered under warranty?
No. The developer retains responsibility for warranty and defect decisions. LockFit provides technical assessment, supporting evidence and any authorised remedial works.
What if the property is insecure or there is an immediate safety risk?
Urgent issues are escalated for suitable attendance and are not held up by the normal video triage process. Emergency response arrangements are agreed in advance.
For customer care & aftercare leadersBetter aftercare.
Better aftercare.
One conversation away.
Explore an out-of-hours, weekend-only or wider pilot. Assess reported door, lock and window problems by video first — potentially avoiding unnecessary site visits — backed by 24/7 operations support and over 300 engineers nationwide when an authorised site visit is required.
Discuss a developer pilot
Tell us a little about your business and we'll have the details ready for an introductory conversation.