Customer care

Meet Our Team

Adele Horton – Head of Customer Care

I often get asked, how do you do a job such as this – it can’t be easy! The truth is that I have been in a customer-facing role for many years which included being an Insurance Underwriter, Office Manager and owning my own business for nearly a decade before accepting this challenge. You have to have a great deal of patience, understanding and integrity for a role such as this – not to mention the technical knowledge required to answer the many questions that you are asked each & every day.

Our department is currently responsible for looking after over 470 properties spread across 10 or so live sites. We also have a number of sites that are currently in the early build stage process so I can only see our days getting busier & busier and thankfully I have a great team behind me! We pride ourselves on our Customer Care Programme – Together for the Customer. It is very important to us that a relationship is formed at a very early stage so we try to make contact to introduce ourselves within 24 hours of the customer moving in and will continue to make regular contact whilst we assist the site team with clearing down any defects that may be reported in a timely matter so the Customer can sit back and enjoy their new property.

I regularly start my day, early hours of the morning by heading to site to attend meetings or meet with our customers as required. No two days are the same and I continue to learn something new every day which is what makes my job so interesting. I really enjoy working for Martin Grant Homes and wouldn’t have it any other way.

Tracey Hall – Customer Care Co-ordinator

Over the last 20 years, Customer Care has been a vital part of the business that I have worked in. Prior to joining Martin Grant Homes, I have spent the last 8½ years as a PA, so dealing with every aspect of the company business as well as dealing with the corporate property portfolio. Prior to this, I worked in natural stone and as a Senior Customer Care advisor for 5½ years for another developer.

I have extensive knowledge of new homes, however, every company is different and you are learning all the time and adding to your skillset. With Martin Grant Homes I am a Customer Care Coordinator and currently responsible for 8 developments: Aylesbury, Alton, Birdham, Colindale, Ifield, Send, Stansted & Wing. I will also be responsible for our most recent development Church Crookham.

I thrive in a Customer Care environment and love the variation of the role and working with an exceptional team. With Martin Grant Homes you feel part of a big family and I am honoured to be working with such a prestigious company with over 40 years’ experience.

Lisa Fossett – Contract Housing Aftercare Coordinator

I joined Martin Grant Homes just over a year ago and was delighted to take on the responsibility of managing all of our Housing Association properties. Our portfolio is rapidly increasing and I am currently looking after in excess of 180 properties at any one time.

I have joined a great team and feel I can really bring something to this department. My role involves a lot of variety and challenges which makes it very interesting.

I have a customer care background from various different industries and I bring that knowledge into this role. I put myself into the position of the customer and think what kind of service would I expect if I was that customer. Going that extra mile goes a long way in my experience. I look forward to my future career here at Martin Grant Homes.


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