We meet Tracey Forbes-Taylor, regional operations director at Miller Homes, and find out about The Miller Difference and how they aim to make the home buying journey a seamless and memorable process for customers.
Please tell us about your role and day-to-day responsibilities at Miller Homes Southern?
At Miller Homes, we take pride in building quality homes in some of the most sought after locations across the region – giving families, couples and downsizers the opportunity to live in their dream neighbourhood. As regional operations director, it’s my role to oversee the operations of the business in the Southern region, from the acquisition of land in desirable locations, the delivery and sales of high quality homes and above all, ensuring our customers enjoy the home buying journey, from start to finish.
Having been at Miller Homes for almost six years, I’ve had the pleasure of witnessing the transformations of land into well-designed neighbourhoods, and that’s part of the reason I’m passionate about my job today. I play a fundamental role in bringing those new homes and neighbourhoods to the region, in areas including Hampshire, West Sussex, Oxfordshire and Gloucestershire, where demand for the last five years has been high, particularly for first-time buyers and families.
In order to meet our objectives, I work closely with our teams across the region to ensure the home buying journey for our customers is a seamless and memorable process by recruiting and training the very best employees.
Can you tell us a bit more about the main projects you're working on at the moment?
So far this year, we have launched our Chalgrove Meadow development, in South Oxfordshire, bringing 120 two-, three- and four-bedroom properties to the area. We’re also soon to launch our Cranleigh Grange development in the village of Cranleigh, Surrey, which will also see 120 new homes and apartments built.
With additional development phases currently underway at our live developments, including Highfields in Tetbury and Banbury Chase in Banbury, we have created a total of 467 homes.
Miller Homes carries out independent surveys to find out what their customers think of their service; is this an important part of your business strategy?
Our commitment to our customers is delivered through our ethos, The Miller Difference, which puts customers at the very heart of everything we do. This ensures they enjoy the best possible experience throughout their home buying journey with us, from start to finish.
We’re incredibly proud to have been awarded five stars for customer satisfaction in the HBF National New Home Customer Satisfaction survey in seven of the last eight years; an accolade which stands as testament to our teams’ hard work and dedication.
You run an online channel called 'Miller Homes TV' on your website, how does this help to strengthen the buying experience for your customers?
At Miller Homes, we are committed to investing in the latest technology to make our customers’ journey towards their dream home easier. Our dedicated online channel provides house hunters with the opportunity to explore developments and show homes, house types and locations of interest, at the touch of a button. This is just one of the many tools we use to enhance the overall customer experience.
In 2017, we became the first housebuilder to provide our customers with the opportunity to reserve their new home online using our innovative online reservations service. It allows house hunters to reserve their chosen property and pay a reservation fee to secure their dream home at a time and place that suits them.
We understand that buying a home is a significant investment, and while that one-to-one interaction with a sales advisor can’t be replaced with technology, we know that it can make the process easier, and provide the flexibility that today’s customers demand.
Does a 'Miller Home' appeal to a certain 'type' of person?
Our primary focus is on family homes, however we also sell a wide range of properties, including starter homes, apartments, townhouses and affordable homes. The quality of our homes and the range of sizes we build, make these the ideal homes for house hunters from a range of backgrounds; whether they are first time buyers stepping onto the property ladder, a couple looking to downsize or a growing family searching for their next home. We also have a range of locations in the region, including West Sussex, Oxfordshire and Gloucestershire that appeal to different kinds of house hunters.
How do you work to integrate with the local communities where you build?
We recognise the value that long-lasting relationships can have on our ability to successfully deliver new homes and communities. Therefore, as soon as land is identified for development, our teams begin to work collaboratively with a wide variety of stakeholders, including local residents, community groups, parish councils, schools and local authorities.
We take great pride in ensuring we give something back to the communities we move into; whether that’s building schools and sports facilities, or supporting local events and businesses. We also make a significant 106 funding contributions for education, affordable homes and transport, all of which help to establish a neighbourhood for residents and local businesses, now and in the future.
Over the years, we’ve been involved with many projects from working with various schools across the region, providing funds for books and educational toys, delivering health and safety talks, and the sponsorship of sports teams.
Our commitment to the local community doesn’t stop there, as we work closely with local architects and craftsmen to ensure our homes integrate well within the location. For example, at our Highfields development in Tetbury, Gloucestershire, the homes are styled to fit in with the famous Cotswolds stone, crafted specifically by an experienced stonemason. We want our homes to feel like an extension of the existing community, and to be sympathetic to the surrounding area in order to stand the test of time.
Do you offer any incentive schemes to your buyers?
We understand just how difficult it can be to get your feet on the property ladder and find a dream home that gives you everything you’re looking for. On top of the government-backed Help To Buy Scheme, Miller Homes offer its own incentives. These include our Part Exchange scheme, where we’ll help you swap your old house for a new one, and our Assisted Move incentive, where our experts take care of everything from the cost of selling your home, including valuation, advertising and estate agent fees.
What other exciting projects does Miller Homes have in the pipeline this year?
We have just exchanged and completed on Phase One of a brand new development at White House Farm in Chichester. As a joint project alongside another housebuilder, we will be taking on the task of building 375 homes, a community centre, primary school, sports pitches and a country park.
Find out more about Miller Homes