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.

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.

 

Amanda Fardoe – Customer Care Co-ordinator

With a background in The Foreign and Commonwealth Office, I like to think that my diplomatic skills come into play on a daily basis here in Customer Care. I try to support customers and colleagues with a precise and meticulous approach and a determination to do the best possible job, ensuring the smooth running of the aftercare service for the developments I oversee as coordinator. Thirty years as a secretary and Senior PA has allowed a wealth of experience to be gathered both in the UK and overseas. This required working in a fast-paced environment, which, certainly, is how I would describe a day in the life of a Customer Care Coordinator! I very much hope our homeowners find I bring a light-hearted but serious-minded approach to problem solving and that we agree the most important aspect of this job is to foster trust between us as I seek to apply a restorative hand to their aftercare issues. Having temped with Martin Grant Homes for two years, I am pleased to have joined – on a permanent basis – the ever excellent, ever consistent team here at Martin Grant Homes.

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