Nextensa chooses consciously to manage after sales, provisional acceptances, key handovers, and aftercare in-house rather than outsourcing them. This requires significant effort in terms of staff management but pays off in terms of efficiency, higher customer satisfaction, and better service quality. “Our buyers experience a very close dedication with the project developer and this gives them trust” says Sonja De Greef, Commercial Director for the residential department at Nextensa.

The second building at Park Lane II has now been delivered. Let’s take a look behind the scenes of this final phase, where the buyer’s experience is central.

Finally, keys in hand

“It is a great advantage that we, as customer advisors, can personally follow up on the final step with our buyers,” says Charlotte Schreuer. “We know the project, the techniques, and the apartments inside and out. Moreover, we often have a trusting relationship with the buyers because we have been guiding them from the start in choosing materials and finishes.” Charlotte recently handed over an apartment to client Lauréline Bragard, and she is happy to share her experience.

“Since the signing of the offer for my apartment, the communication with Nextensa has always been impeccable. The provisional reception was no exception: we were able to book the time slot that suited us via an online calendar, several weeks in advance. The apartment was perfectly clean. We took the time to check every detail to ensure that it fully complied with the initial specifications. Everything was in order, which was very reassuring.”

Caroline Melis explains what such a handover looks like in practice:

“We start with a brief tour of the common areas, such as the entrance hall, bike storage, and garage. Then we record the meter readings, after which a thorough inspection of the apartment takes place, including technical explanations. We conclude with the administrative part, where the report is printed and signed. For each apartment, we spend about 2.5 hours, because we really want to take the time to make this moment a pleasant experience for the buyers.”

Lauréline describes it as follows:

“Not knowing what to expect, I approached this handover with a bit of stress and apprehension. Fortunately, Charlotte, who has been accompanying me from the start, was a true ally. Her support and patience in explaining everything made this step much smoother and more pleasant than I had imagined. I was invited to bring an expert, but I had full confidence in Charlotte, my client advisor.”

Picture of Lauréline and Charlotte:

Small details make a big difference 

After the handover, the buyers receive a pimped Park Lane doormat and a goodie bag with gifts from our suppliers and various discount vouchers for stores on the Tour&Taxis site. “We like to compare this to the experience of a restaurant,” says Caroline. “The amuse-bouche should be surprising and of top quality. This is how we approach inviting and welcoming our buyers. The dessert, on the other hand, should reflect generosity. That’s why we give a nice doormat, which will ultimately ensure that the entrance halls have a uniform and stylish appearance.”

Our buyers experience a very close dedication with the project developer and this gives them trust. – Sonja De Greef

Relieving buyers through well-thought-out aftercare methods

However, Nextensa’s service does not stop at the handover of keys. Karen Lansloot manages the planning and processes of the customer advisors and also ensures smooth follow-up during the After Care period. This involves 12 months between the provisional and final receptions, during which certain issues may arise. For example, it could be a tile that is coming loose, a small settling crack, or a window that opens stiffly. In consultation with the contractor, solutions are quickly provided. To report such issues, Nextensa uses the digital platform ZIGGU, where tickets can be created and direct chats with customer advisors are possible.

The added value of in-house customer support enhances the loyalty of our investors, confirms Sonja. Meanwhile, we see that some buyers are already on their third project with Nextensa. Of course, not everything always goes smoothly, and sometimes problems arise. This is inherent to our industry, especially when building these large volumes. It’s the way you discuss and address these problems that makes the difference, as sustainable engagement is what Nextensa stands for.

Lauréline explains why she chose Park Lane

“Working for We Invest, one of the real estate agencies responsible for marketing the project, I was already familiar with Park Lane. I really appreciate this neighborhood and its development. I am convinced of its potential, thanks to the numerous improvements made by both the City of Brussels and the developer to enhance this area. The first phase of commercialization also confirmed the strong rental demand in the neighborhood. It seemed like an excellent opportunity for a first rental investment.”

Picture entrance Newport building:

Discover the Newport Building:

    • Refinement and quality come together in the façades of this exceptional building which have been meticulously handcrafted with solid brick, ensuring a timeless and authentic appearance.
    • Inside, you are greeted by stunning parquet floors and walls made of Silka calcium silicate stone, which are not only aesthetically pleasing but also durable.
    • The kitchens, designed by The Kitchen Company, are equipped with top-of-the-line appliances from Bosch and Siemens, elevating your culinary creativity.
    • Newport offers optimal living comfort with triple glazing for excellent insulation, an individual ventilation system by DUCO for a healthy indoor climate, and sanitary fittings from renowned brands such as Facq and Villeroy & Boch.

There are still around 50 two-bedroom apartments for sale at Park Lane, scheduled for delivery in 2025. For more information: sales@nextensa.eu