Setting a new national standard in post‑construction quality management

Client Overview

Ingenia Communities is one of Australia’s leading owners, operators, and developers of lifestyle, rental, and holiday communities. With a large national construction footprint and a strong brand promise to residents, Ingenia requires consistent, transparent, and high‑performing post‑construction quality processes across every project and region.

The Challenge

As Ingenia’s construction portfolio continued to grow nationally, so too did the complexity of managing post‑construction defects. Traditional approaches such as emails, spreadsheets, disconnected photo logs, and inconsistent local processes, made it difficult to maintain visibility, enforce accountability, and protect the brand experience at handover.

Ingenia’s leadership set a clear objective:

• Deliver a consistently better homeowner and resident experience
• Protect the Ingenia brand at and beyond handover
• Create a culture of accountability across projects, contractors, and regions

To achieve this, Ingenia needed a unified, data‑driven system that could scale nationally while still supporting local execution.

The Solution: DLP Manager

Ingenia rolled out DLP Manager as its national defects and post‑construction quality management platform. The goal was not simply to record defects, but to fundamentally change how quality was managed, measured, and owned across the business.

DLP Manager provided:

• A single source of truth for all post‑construction defects
• Clear ownership, timestamps, photos, and audit trails for every item
• National consistency in process, reporting, and accountability
• Real‑time dashboards for leadership, project teams, and contractors

A Data‑Led Year in Review

After the first full year using DLP Manager, the results clearly demonstrate a step‑change in performance.

National performance highlights:

• 21,211 defects recorded nationally
• 19,861 defects successfully closed
• 10,629 defects closed in the past year alone
• 93.6% overall defect closure rate
• Average rectification time of just 30 days
• Only 1,350 defects open across the entire national portfolio

Several communities are now operating at near‑total clearance levels, including:

• Chambers Pines: 1,288 total defects, only 20 open
• Freshwater: 2,563 total defects, only 76 open

This level of performance is rare in the residential construction sector and reflects a disciplined, transparent, and systemised approach to post‑construction quality.

Changing the Culture of Defect Management

Beyond the numbers, DLP Manager has reshaped how Ingenia teams approach the post‑construction phase.

1. Every defect is visible, trackable, and owned

Project teams and leadership now have immediate clarity on where attention is required. Overdue items, contractor performance, and emerging bottlenecks are visible in real time, allowing proactive intervention rather than reactive follow‑up.

2. National consistency, local execution

Whether a community is delivered in Queensland, New South Wales, or Victoria, the process is now the same. This consistency safeguards the Ingenia brand while still enabling site teams to operate efficiently on the ground.

3. Faster close‑outs, better resident experience

Many projects are now closing defects in under seven days, with some sites closing hundreds of items each month. This responsiveness has become the standard, not the exception, directly improving the resident experience.

4. Reduced risk at handover

By resolving the majority of defects before residents move in, Ingenia has significantly reduced post‑handover tension, disputes, and reputational risk. Defect timelines, contractor accountability, and closure rates have become a genuine market differentiator.

Victorian Project Spotlight

The impact of DLP Manager is especially clear across Ingenia’s Victorian projects.

At Lakeside Lara, teams have closed 2,792 of 2,916 defects, leaving only 124 open on a project of significant scale.

At Parkside, 1,620 of 1,753 defects have been closed, with just 133 open or pending.

“The difference between 2024 and 2025 has been night and day since Ingenia rolled out DLP Manager across our Victorian projects. The platform has given us the documentation structure we were missing, every defect now has a clear history, supporting photos, timestamps, and an audit trail that all parties can rely on.

What has really changed the game is builder accountability. In previous years, we simply didn’t have the systems in place to drive this level of performance or visibility.

Our customer experience managers now manage their lots far more efficiently. Instead of chasing emails, spreadsheets, and separate photo logs, everything they need sits in one place. This has reduced our administrative time dramatically and improved the speed at which residents see action on the ground.

DLP Manager hasn’t just streamlined defect management, it’s raised the standard of delivery. It’s now a core part of how we manage quality at Ingenia going forward.”

Josh Rhodes, Project Manager (VIC)

The Broader Impact

The story of Ingenia’s first year with DLP Manager is not just about reducing defects, it’s about building trust.

• Residents see faster action and higher quality outcomes
• Project teams gain clarity, structure, and efficiency
• Leadership has real data to measure performance and drive improvement

In Summary

Within a single year, Ingenia Communities has:

• Closed over 10,000 defects
• Achieved a 93%+ national closure rate
• Reduced average rectification times
• Standardised quality processes nationally
• Strengthened resident satisfaction and brand trust

Ingenia is demonstrating what modern, data‑led construction quality management looks like, and setting a new benchmark for the industry.