A Safe New Home Preview Tour For Buyers

Matt Grayson, group customer and marketing director at Redrow, talks about a number of measures the company has put in please to ensure that buyers get a thorough introduction to their completed home before moving in, in a way that is safe for them and for staff.

“We’ve tried to approach the challenge from a customer and colleague experience point of view. The priority is always safety but, in our opinion, getting the language right and ensuring the most hassle-free journey, increases the effectiveness of all the health and safety measures.

“Many of the steps taken include the introduction of technology and have actually improved the customer journey in some areas. For example, our new measures mean that our Home Preview tours, where our customers physically view their home two weeks prior to their move in date, can still take place. We send customers a video before the visit with all of the key information they need.”

“Then, instead of being shown around the property by a customer services representative, they are asked to enter the property alone and make their way to the master bedroom. There, a sanitised iPad will be waiting for them and, throughout their visit, the customer can log any questions or queries about their property through the iPad.

“Once the Home Preview has finished, they can leave the iPad in the kitchen and address any immediate questions with the customer service representative, waiting from a safe distance outside the property. The home and the iPad will then be cleaned, and the customer’s queries logged on the iPad will be sent directly to our CRM system to be addressed.

“72 hours before our customers are due to move in, their home will undergo a deep clean. After that has taken place signage is placed on the front door, requesting that no one enters the property. This means that once the customer is ready to move in three days later, they can be assured their home remains sanitised.

“It is also an opportunity to highlight the many positives of new build over the second-hand market. By definition, nobody has lived in a new home before and where Redrow is concerned, we incorporate biodiversity on all our developments, ensure links to local commuter networks and facilitate access to superfast broadband.”

Find out about all Redrow Homes developments.