Property
Published: February 29, 2024 | Updated: 29th February 2024
Hampshire-headquartered Bargate Homes has promoted Lisa Green to the newly-created role of Director of Customer Experience.
Lisa joined the housebuilder seven years ago, and is now responsible for a team of 15 specialists as Bargate Homes targets 1,500 home completions in the next four years.
Lisa Green is the author and lead driver of Bargate Homes’ customer journey.
She also managed the 12-month process of joining the New Homes Quality Board’s (NHQB) Register of Developers, which has offered Bargate’s customers enhanced protection and peace of mind since May 2023.
The firm is on track to achieve a 94.8 per cent annual approval rating for customer satisfaction from In-House Research.
Mark White, Managing Director of Bargate Homes, said: “Providing our customers with the best possible experience and home moving journey is the core strategy that runs through everything our business does and stands for.
“Our ESG strategy sets out our focus to be the brand that cares. Whilst the housebuilding industry is dealing with continual change, we actively strive towards building homes that are finished to an exceptional quality.
“As we continue to grow, we are making a considerable investment in our people and resources to uphold high standards of personalised after-sales service.
“So, with the number of our home completions set to virtually double to 400 per year, we have taken the opportunity to expand the department with new recruits and the promotion of Lisa to become our first Director of Customer Experience.”
Bargate Homes has launched four major new developments during the past 12 months with solid growth of the business.
The company has recently recruited four new experienced professionals into its customer experience team, including two additional maintenance operatives, an assistant manager, and a customer care coordinator.
Lisa Green, Director of Customer Experience for Bargate Homes, said: “This promotion fills me with pride, and amplifies the importance the whole Bargate team places on caring for our customers and their homes.
“Each week, every customer is updated with build progress and the completion milestone timeline for their selected plot.
“As well as a pre-completion home demonstration tutorial, and a warm welcome from the team on move in day, I personally visit every new homeowner.
“I am very proud of how our growing department has onboarded new recruits, with everyone working together to proactively and reactively ensure our homes are defect free for the two-year period after the completion date.
“Our ‘we care’ strapline has been the backbone to the Bargate business since its inception in 2006.
“Being one of the first SMEs to join the NHQB Code of Practice was important to us, as we were already well aligned with the requirements the Code sets out.
“The Code supports customers throughout their homebuying journey by ensuring a more stringent reservation process and better protection through what can be a daunting time.
“There is also a strong focus on a robust aftercare approach. Whilst we our focused on preventing issues from arising, the Code provides our customers with reassurance and clarity on the processes and customer care they can expect to receive.”
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