At Homes by Carlton, we understand that the homebuying journey doesn't end on the day you get the keys to your new home – that's only the beginning of your new chapter.
Behind the scenes, our dedicated Customer Care Team ensures every homeowner feels supported, listened to and confident in their new home. At the heart of this is Beth Gregory, our Customer Care Coordinator, whose role is all about delivering a seamless and reassuring aftercare experience.
No two days look exactly the same for Beth, but each one starts with a clear focus: making sure every homeowner query is progressing smoothly. As one of the main points of contact once a home has completed, Beth reviews incoming emails, checks for updates on ongoing projects and prioritises any actions for the day ahead.
"My role is all about keeping communication clear, coordinating repairs with teams on-site and making sure customers feel supported throughout," says Beth.
A big part of Beth's role involves working closely with colleagues across the business. Regular catch-ups with our Head of Construction and Site Managers help her stay aligned on any ongoing works, updates or improvements.
"It’s a real team effort,” she says. “By staying connected with site teams, we can coordinate any follow-up work efficiently and make sure everything is resolved as quickly and smoothly as possible.”
This collaborative approach is central to Homes by Carlton's commitment to quality – not just in building homes, but in keeping homeowners confident in them.
While issues are not a common part of everyday homeownership, Beth is there to provide reassurance and support if anything does arise. Her role is as much about communication as it is about coordination, ensuring homeowners feel heard, informed and valued.
“My favourite part of the job is being someone residents can rely on,” Beth shares. “It’s really rewarding to help provide them with a positive experience even after move in day.”
Beyond individual queries, Beth also tracks trends and feedback, helping the wider team continually refine processes and enhance the overall customer journey.
On particularly exciting days, Beth steps out of the office to attend home handovers alongside the sales and site teams. These moments offer a valuable opportunity to see first-hand how improvements to processes – many of which she has helped implement – are making a difference.
“Being at a handover is always special,” she says. “It’s great to see how everything comes together and how the transition into aftercare feels smoother for customers.”
Having been part of the team from the early stages of many developments, Beth has had the unique privilege of watching communities grow and flourish.
“I really enjoy building relationships with residents and seeing how each development evolves over time,” she says. “It’s a real sense of accomplishment to know you’ve played a part in that journey.”
At its core, Beth’s role is about more than resolving queries – it’s about constantly improving how Homes by Carlton supports its homeowners.
By streamlining processes, embracing digital tools and maintaining strong communication, she helps ensure the aftercare experience reflects the same quality and care that goes into building every Homes by Carlton property.