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“Eastleigh had a bold vision - not just to build homes, but to create a better experience for every resident. They needed a system that could manage the full journey, from first enquiry to post-move-in snagging. It had to be flexible, compliant, and completely user-friendly."
Eastleigh Borough Council transformed the way it delivers housing by launching a first-of-its-kind Salesforce solution to manage sales, customisation, compliance, and snagging in one place. With a fully digital buyer journey, seamless integration with Rightmove, and end-to-end tracking aligned with the New Homes Quality Code, the council has set a new benchmark for customer experience, operational efficiency, and community impact.
From expression of interest to snagging, Eastleigh’s entire homebuyer experience is tracked in one compliant, auditable system - boosting trust and transparency.
Lead capture through the housing website and Rightmove is fully integrated with Salesforce, enabling instant follow-up and no missed opportunities.
Salesforce tracks buyer choices like add-ons and finishes, giving teams full visibility to deliver a personalised, high-satisfaction experience.
Eastleigh Borough Council embarked on an ambitious housing development project, with our team, to address the growing demand for affordable homes in the area. Their vision is to provide Eastleigh residents with high-quality, sustainable housing options that support long-term affordability and community well-being. The council's innovative approach not only offers homes for private sale but also retains a portion for social housing, ensuring diverse and inclusive housing options for the community.
To secure financial stability and address a projected budget gap, Eastleigh Borough Council set out to develop 3,000 homes over the next five years. The initial phase, “One Horton Heath,” includes 382 houses, some of which will be retained by the council to maintain affordable rental options for residents. The project is being rolled out in two phases, with the first phase focused on capturing expressions of interest and marketing properties through a dedicated housing website integrated with platforms like Rightmove. This streamlined process captures leads directly into Salesforce, ensuring that all inquiries are managed efficiently.
To bring their bold housing vision to life, Eastleigh Borough Council knew they needed more than a basic sales system. They were looking for a powerful and flexible platform that could support every step of the homebuyer journey, from initial interest to post-sale care, while meeting the highest standards of compliance, accessibility, and user experience. Their goal was to deliver a seamless, personalised, and transparent process that reflected their commitment to affordable, sustainable, and resident-focused housing.
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"Eastleigh wanted a solution that made life easier for both residents and staff. They needed something that saved time, ensured no enquiry or snagging issue was ever missed, and brought every part of the housing journey into one place. We designed a personalised and fully compliant platform on Salesforce that gives buyers a smoother experience and gives the council complete control and visibility from start to finish."
Eastleigh’s housing platform offers buyers a personalised experience, allowing them to customise their new homes by selecting add-ons, such as outdoor taps and premium flooring options. This journey is designed to be intuitive and engaging, helping buyers transform a house into a personalised home. The customisation process provides a seamless, user-friendly experience that enhances buyer satisfaction and supports Eastleigh’s goal of creating a positive home-buying experience.
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“This project was truly unique,” said Steven Hamilton. “Eastleigh is the only council in the UK attempting something on this scale, and it needed a solution that was just as innovative and flexible to meet their ambitions.”
From KYC checks to risk scoring, every step is logged and monitored in Salesforce — improving audit readiness and reducing regulatory risk.
B2C2 now has a complete, real-time view of each client’s status, history, and risk profile - all within a single CRM.
No more switching systems - team members can instantly view where every client is in their journey, directly from Salesforce.
Adapt IQ created a single source of truth using Salesforce as the CRM which gave their entire team one platform to manage this programme for Eastleigh Borough Council, the project delivered the following Impact Areas:
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