Navigating your purchasing journey can be tough. That’s why it’s essential to have the right team by your side – people who truly understand what it means to find not just a house, but a home for you and your loved ones.

At Intrapac, our subsidiary Avant Townhomes was born from a clear market need: affordable, design-led homes that offer the space and liveability of a traditional freestanding house. As Intrapac CEO Max Shifman puts it, “Townhomes present an ideal solution for new home buyers who want that traditional home feeling—without the price tag.”

But offering the right product isn’t enough. In creating Avant, we recognised the need to challenge traditional expectations of home ownership – and that meant investing deeply in customer care.

Meet Stacey

At the centre of our customer experience is Stacey Mitchell, Avant’s Customer Care Manager. Stacey is there for our buyers at every stage, from civil construction to settlement and beyond.

“It’s important that new purchasers feel supported at all stages,” Stacey explains, “but especially in the early days – it sets the tone for everything that follows.”

That early reassurance matters. From the moment construction begins, Stacey ensures that customers are kept in the loop. “As soon as we kick off on site, we set up a communication program that keeps them informed every step of the way.”

“The goal is to make sure that everything happens smoothly, combining expertise from a large team, including the developers and the builders, and allowing our team to act as a conduit for information.”

A Personal Approach to Communication

What sets Avant’s Customer Care apart is the genuine effort to make every interaction feel personal, human, and considered. For many buyers, purchasing a home is one of the biggest decisions they’ll make – so it’s critical that the process feels approachable and transparent.

“Great customer care is personal,” says Stacey. “Our purchasers aren’t just a number. As soon as they make their purchase, I’m given their contact details and I reach out to them personally to introduce myself and understand their plans for the property.”

That early connection lays the groundwork for a trusting relationship. Instead of generic updates or automated messages, buyers receive timely, thoughtful communication from someone who knows their name, understands their priorities, and is genuinely invested in their journey.

This personal touch becomes even more important during moments of uncertainty – like weather delays or changes in construction timelines. Stacey’s role isn’t just to pass on information but to interpret it through a buyer’s lens, offering context, reassurance, and a calm voice when it’s needed most.

Anticipating Needs, Easing Concerns

No two buyer journeys are the same. Some might only check in once or twice over many months, while others need regular reassurance. Stacey’s team adapts accordingly.

“Townhomes attract a diverse group of purchasers, and part of the joy of my role is tailoring the experience to fit each one,” Stacey says. “We increase communication as we approach settlement, so everyone feels prepared and informed.”

By anticipating buyer concerns and establishing clear expectations early, the Customer Care team can prevent misunderstandings and manage the ups and downs of construction with empathy and clarity

Beyond direct purchaser support, the Customer Care team plays a vital role in facilitating communication between all parties involved – developers, builders, sales agents, and contractors.

By acting as a central point of contact, Stacey ensures that everyone stays aligned, information flows clearly, and potential issues are addressed before they escalate. This integrated approach keeps the entire process running smoothly and reduces the risk of miscommunication.

Building More Than Homes

Customer care is more than a service – it’s a philosophy embedded in the Avant approach. It reflects a belief that buying a home is as emotional as it is practical, and that support shouldn’t stop once the contract is signed.

At Avant, we’re proud to offer not just quality homes, but a genuine relationship with our purchasers. Because when people feel looked after, they feel more at home.