Digitising Defects Management and Scheduling

Managing defects in a paper-based world

Following the completion of the Edmondson Park development, leading Australian construction company Probuild, in partnership with Frasers Property, faced a familiar but high-risk challenge: managing hundreds of post-construction defects efficiently, transparently, and at scale.

At the time, defects were tracked using a fragmented mix of:

• Paper forms
• Excel spreadsheets
• Emails and phone calls
• Mobile photos
• PDFs and Word documents

This manual approach created significant inefficiencies, placing heavy pressure on construction administration teams and drawing skilled construction professionals away from new projects to manage defects they weren’t trained to administer.

The impact:

• Delayed defect resolution
• Increased customer frustration
• Reputational risk for premium brands
• High internal costs and resource drain

In an environment where customer experience and compliance are critical, the traditional approach was no longer sustainable.

The Complexity

Even minor defects exposed the system’s weaknesses.

A simple issue – such as a leaking tap – could involve:

• 6+ stakeholders
• 8 separate steps
• Multiple opportunities for miscommunication

With so many handovers, accountability was unclear. Disputes regularly arose between owners, subcontractors, and builders – often resulting in costly investigations, senior management involvement, and on-site visits just to establish the facts.

Both Probuild and Frasers Property identified a critical need for:

• A single source of truth
• Clear accountability across all parties
• Verifiable documentation to protect against fraudulent or disputed claims

The Solution

DLP Manager was implemented as an all-in-one defects management platform, purpose-built to manage the post-construction phase from first report to final sign-off.

Key capabilities included:

• A centralised, cloud-based platform replacing spreadsheets and emails
• Real-time visibility for all stakeholders
• A visual traffic-light system to track defect status
• Full audit trails capturing every action, comment, and image
• Clear subcontractor accountability, overseen by a dedicated defects manager

By digitising and standardising the process, DLP Manager reduced time spent on phone calls and follow-ups by up to 95%, while eliminating ambiguity and “he said / she said” disputes.

Purpose-built for post-construction

The DLP Manager platform enabled Probuild and Frasers Property to:

• Close defects faster using a simple green-light approval system
• Run real-time reports on project status and performance
• Redeploy construction teams away from defects administration
• Capture compliant documentation for financial and commercial management
• Use analytics to drive continuous improvement across projects

Most importantly, it aligned every stakeholder around a shared, transparent workflow.

Measurable Savings. Stronger Relationships.

The Edmondson Park project delivered measurable operational and financial outcomes:

Operational Impact

• 95% reduction in calls and emails
• Faster defect resolution on first visit
• Full transparency for owners, builders, and subcontractors
• Reduced disputes and escalation

Financial Impact

• Savings equivalent to three full-time staff over six months
• Reallocation of internal resources to new projects
• Reduced risk of claims and reputational damage

Customer Experience

• Fewer no-shows for homeowners
• Faster responses from customer care teams
• Increased confidence and trust in the builder and developer

What the Client Said

“By outsourcing to DLP Manager’s managed solution, we were able to save overhead costs of three staff members over the course of the first six months and redeploy them to new projects. DLP Manager’s systemised approach has already saved us money, time and reputation.”

– John Rusak, Construction Director, Probuild

“Construction doesn’t end when you build the building. DLP Manager knows how to manage what is a painful part of the business – and turn it into positive reputation management.”

– Frasers Property Australia

“Using the DLP Manager platform has transformed the way I manage defects. It is the source of truth for all my clients and has reduced phone calls and emails by 95%.”

– Lina Dawood, Property Manager, Edmondson Park

Why this matters in 2025

With increasing regulatory scrutiny, tighter margins, and higher customer expectations, post-construction defects management is no longer an afterthought.

This case study demonstrates how forward-thinking builders and developers:

• Protect brand reputation
• Reduce operational waste
• Improve compliance and accountability
• Deliver better customer outcomes

All by treating defects management as a core business process, not an administrative burden.