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Martin Grant Homes

Grant House
Felday Road
Abinger Hammer
Dorking, Surrey
RH5 6QP

T: 01306 730822
F: 01306 731024

Sales
sales@martingranthomes.co.uk

General Enquiries
info@martingranthomes.co.uk

Customer Care
customercare@martingranthomes.co.uk

Land Enquiries
T: 01306 730 822 land@martingranthomes.co.uk

Complaints
complaints@martingranthomes.co.uk

Customer care

Meet Our Team

Lianne Burton – Head of Customer Care

I joined the MGH family in March 2019, bringing experience from similar roles gained in the Construction Industry, Retail, Housing Association Sector and Insurance industry. I qualified in Customer Service Management through the Institute of Customer Service who endorse the delivery of World-Class Customer Service, which is what we’re striving towards.

We believe that Customer Care is not a department, but rather an attitude, and what makes Martin Grant Homes unique is that every member of staff is committed to working together for the customer. We recognise that, like our customers, we are on a journey and that things may sometimes go wrong. What matters most is how we take ownership, endeavour to put things right and show that we care (because we really do!). Every day is a learning day for us and we treat all feedback as invaluable tools for improving the homes we create and the services we provide. So if you’re unhappy with any part of your experience, please tell us and we’ll do our very best to put a smile back on your face. If you’re delighted, tell others and share the love!

Adele Horton – Senior Customer Care Co-ordinator

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. At the moment I am responsible for the well-being of six of our ‘Live’ Developments. These include Aylesbury, Northampton, Wing, Epsom, Horley & Wickford. I will look after the Customers whilst their properties remain in warranty with us and deal with any latent Defects there-after. I also manage some specific internal projects and get involved with the invoicing – so my days are very busy. We pride ourselves on our Customer Care programme and it is 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. We deal with a variety of issues on a day to day basis – no two days are the same, learning along the way which is an important part of the job for me personally. I am enjoying working for Martin Grant Homes and wouldn’t have it any other way.

Tessa Whitehead – Customer Care Co-ordinator

I have been with Martin Grant Homes for 3 ½ years in the Customer Care Department and previously held a similar position with Berkeley Homes for 7 years. In relation to this particular industry, I would like to think that I have accrued a huge amount of knowledge and am learning more every day. My general profile for previous employment has always been involved in Customer Care. These have been very varied from travelling all over the world selling special effects to the film industry, looking after major accounts for Scaffolding Great Britain, and most recently PA to 4 doctors at a medical centre, which was a real eye opener. My allotted responsibility is for 10 developments still within the 2 year warranty period and NHBC enquiries. Each day is different and you never know what to expect when the phone rings or an email arrives, this is what makes the job so interesting. It can also be demanding and very challenging, but this is what gives me the focus and the buzz! Martin Grant Homes is a great family company to work for and I hope to be here for many more years.

David Hampton – Customer Care Technician

Since leaving school I have worked within the building industry accumulating a wealth of knowledge. I initially trained alongside multiple tradesmen to widen my skills in order to deliver the best possible standard and service to customers. I have been with Martin Grant Homes for approximately 8 months holding the position of Customer Service Operative and prior to taking this position I ran my own business in a similar capacity addressing maintenance issues for letting companies. I take pride in my work and get great satisfaction from achieving the highest standard of finish as at the end of the day, most of the remedial works that I address are not in a house, they are in someone’s home.