Housebuilder creates director role to oversee improving customer services at the business

FTSE 250 housebuilder Redrow has created a new role of customer and quality director.

The firm, which is due to release its annual results in the middle of September, said Emma Morris is heading up the group-wide customer services team.

Emma Morris index

Morris, who spent 25 years at retailer Marks & Spencer, will be responsible for leading the housebuilder’s customer services strategy.

Redrow said Morris (pictured) is working with regional heads of customer services and construction directors on a group-wide strategy.

Morris said; “It’s vital that the experience buyers receive from such an established brand is the same no matter where or when a home is purchased.”

Morris, who was appointed in February, has been working on a number of covid-19 adaptions to Redrow’s customer services since starting work in early March.

These include home preview tours where house buyers enter a property by themselves, collect a sanitised iPad from the bedroom and are guided around the property by an app without ever encountering a customer services representitive. 

Earlier this year, Redrow was awarded the top Five Star rating by the Home Builders Federation.