North East Connected

Three New Appointments at Homes by Esh as Homebuilder Expands Customer Care Team

Homes by Esh have expanded their customer care team with three new appointments in a bid to create a new point of call for homeowners looking for one-to-one help and support following completion of their new home.

The new team will be primarily based at the Bowburn, County Durham headquarters of Homes by Esh but with a remit to cover developments throughout the region for customers looking for quick and effective action.

Led by experienced customer care manager, Simon Horrocks, the three-strong team also features Jemma Todd as customer care coordinator and Daniel Ward as a dedicated mobile tradesman.

The customer care team has expanded in response to the growing number of new developments by Homes by Esh underway across the region, including sites at Chilton Moor, Heighington and Darlington.  As each home completes and new residents move in, customers have a dedicated team ready to make sure the settling-in process is as smooth as it can be.

Simon Horrocks, Customer Care Manager said: “Our sales team are fantastic at providing a level of care and service that really is second to none.  Sales consultants positioned at each development assist in the initial handover to clients once a home has been completed and together with ourselves, guide the customer through the initial settling-in period where we ensure the property they have chosen is to their satisfaction.  At this stage, we aim to address any snags or issues within 28 days following handover but any further issues that are identified come directly to the customer care team.

“It’s important that we are an effective point of call to customers. Either myself or Jemma meet every new customer once they have moved into their home to introduce the customer care service and provide details on how we can help with any queries or issues they may have going forward.

“We don’t want to be a home builder that disappears once the sale has gone through. We are quite the opposite and designed the customer care service in a unique way to include a dedicated trades person to cover minor issues or provide initial assessments.  We understand that every home we build has never been lived in before and our customers need to be secure in the knowledge that should anything go wrong, there is a team ready and willing to help.  That’s just one of the reasons we have Daniel on hand and if he can’t fix the issue, Jemma and I can ensure a contractor takes care of it as soon as possible.

“To date, we have been putting more robust timescales and procedures in place to expand on our customer liaison plans and firm up the role between customer care, site management and the sales team.  We are now very much up and running and pleased to be delivering for Homes by Esh customers.”


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