Building success from the inside out: The people strategy behind Chapel Properties’ transformation

Founders Mark and Ruth Crisp wanted to protect their unique culture, while building a scalable construction business, fit for the future. They turned to People Director, Mark Waine, to help them transform Chapel Properties.

Founded in 2014 by Mark and Ruth Crisp, Chapel Properties is a high-end construction company based in Woodbridge, Suffolk. Specialising in high-quality new builds, and luxury property renovations, refurbishments, and extensions, the company has built a strong reputation along the Suffolk Heritage Coast. With a focus on craftsmanship and exceptional project management, Chapel Properties has become the go-to builder for discerning homeowners with high-end construction projects. To build on its success, Mark and Ruth wanted to implement structure and processes that would provide continued growth and stability, rather than simply relying on their strong word of mouth reputation.

The Challenges for Chapel Properties

In 2024 the business started experiencing a levelling off in their workload partly due to the market conditions but also due to some of their internal management processes and practices.  The leadership team recognised that some of their business strategies weren’t sticking, leading to inefficiencies and missed opportunities. Key challenges included:

• Defining a business strategy: The business needed clearer goals, structure, and processes to sustain growth.
• Resource inefficiencies: Small projects consumed excessive time and failed to generate sufficient profit.
• Leadership strain: Founder Mark Crisp was overburdened, handling too many responsibilities and working long hours.
• Communication gaps: Employees were unclear on the company’s vision, leading to misalignment across teams.
• Undefined company culture: While a fantastic culture existed, it wasn’t formally articulated or embedded in daily operations.
• Limited systems and processes: processes for setting up, managing and reporting on projects were inconsistent, which created costly inefficiencies.
• Leadership development: The team needed training and support to step up and lead effectively, both at the senior and the middle management level.

The Solution

In June 2024, Chapel Properties engaged People Director Mark Waine to help them bring structure and clarity to the business but equally important was to ensure these stuck in the business. Having started his career as a Civil Engineer, Mark was a perfect match to working with the owners. His approach focused on six major priorities:

1. Clarifying strategy, mission, and vision: Defining long-term business goals, as well as the company values and mission and ensuring every team member understands them.
2. Winning the right work: Identifying characteristics of the right projects to work on, to focus on profitable, scalable opportunities.
3. Defining company culture: Capturing and embedding ‘The Chapel Way’ to maintain a strong and positive workplace culture.
4. Developing the team: Redefining leadership roles, responsibilities, and career paths to create a sustainable management structure.
5. Improving communication: Establishing a structured meeting rhythm, including board meetings, to keep everyone aligned.
6. Implementing scalable systems and processes: Creating clear, data-driven reporting structures for better decision-making.

With the leadership team Mark (Waine) developed a programme of business and people related projects which included the introduction of a business operating plan, leadership training, and a structured appraisal and bonus process. He also clarified roles and a new communication framework, including board meetings and town halls. Additionally, he helped develop an improved Health & Safety strategy, calling on his experience as a Civil Engineer.

Both Mark and Ruth Crisp have valued having someone from outside the business to discuss ideas with other than each other.

The Outcome

The transformation at Chapel Properties has been profound yet ongoing. Key achievements to date include:

• Improved decision-making: A structured approach to data and reporting allows the leadership team to make informed choices.
• Enhanced leadership capabilities: Senior leaders and middle managers are stepping up, reducing the burden on Mark Crisp.
• Stronger communication and culture: Employees now have clear direction, understand company values, and are more engaged.
• More efficient operations: The company has reduced greater visibility on non-profitable projects, improving decision making and overall profitability.
• Sustainable business growth: With a clear strategy and strong leadership, Chapel Properties is positioned for long-term success.
• Trusted advisor: Mark Waine has transitioned into a trusted adviser, attending board meetings twice a month to provide ongoing guidance and support.

“In my position as MD it is really valuable to have someone independent of the business to work with to discuss and develop matters. Mark’s construction industry experience has been invaluable. When he is here, he is seen as a member of the team and he gets involved. He is willing to get actively involved in all tasks, has energy and adds value”. Mark Crisp, MD Chapel Properties

“Working with Chapel Properties has been an incredibly rewarding experience. My background in civil engineering has allowed me to combine my technical expertise with my passion for people development. Spending time on-site with the team has given me a deeper understanding of their challenges and strengths, making my role even more fulfilling. Seeing the transformation in leadership, structure, and overall business efficiency has been truly special.” Mark Waine. People Director

Conclusion

The partnership with People Puzzles is transforming Chapel Properties, creating a structured, scalable, and future-ready business. As phase two of the plan unfolds, the focus will shift to developing middle management, further embedding leadership coaching, and refining the company’s strategy.