NIA O’Sullivan has joined Prospect Homes as customer care manager as we seek to build on communication and valuable relationships with our customers.

Nia, from Wrexham, spent nine years working for a major housebuilder and before that for the NHS. She will now become the main point of contact for our customers for the first two years after they move in.

Nia says: “Prospect Homes has a lot of growth planned for the next few years and we’ll be growing the customer care team to accommodate these changes. I will be reviewing procedures within the customer care team to ensure every customer gets the same high-level of service from Prospect Homes.

“Making sure customers are happy once they’ve moved in is so important. They need to know we are on hand to help them settle into their home and support them with any questions they may have such as how to use their new heating system or how to resolve any new home defects. The aftercare team will have more of a presence at our developments so customers can easily speak to us, keeping that line of communication open.”

Nia will also concentrate on encouraging customers to return their NHBC survey once they move in. Any customer feedback noted on the surveys will then be actioned by the customer care team meaning they will be able to make continual improvements for future Prospect customers. She will also be focusing on introducing regular customer care training across the business.

Nigel Yates, managing director of Prospect Homes said: “Nia’s previous experience of providing excellent levels of customer service makes her the best person for this job, she understands the whole customer journey. Communication with our customers at all stages of the buying process is key, from the point of reservation to home demonstrations and beyond. Nia’s appointment underlines our commitment to 5-star customer satisfaction.”

We are currently selling homes at Mitton Grange in Whalley, Bridgemere in Burscough and we are down to the final home at The Ridings in Longridge.