Hello from our new Aftercare Coordinator, Lauren!

I recently joined the Development and Sales team as the Aftercare Coordinator - a role focused on supporting customers in our Shared Ownership and Affordable Rent, new-build homes. The core responsibility of this role is managing and resolving reported defects during the first 12 months post-completion. The role involves building strong working relationships with contractors to ensure the process is as smooth, efficient, and customer-focused as possible and being the main point of contact for customers if they experience any issues with their new home within the defect period.

My background has given me a solid foundation in customer experience and satisfaction - both of which are central to this role. I genuinely enjoy engaging with customers, whether they’re happy or dissatisfied, as it gives me the opportunity to resolve issues and turn challenging situations into positive outcomes. It’s not always easy, of course, but I’ve learned that a little empathy and a lot of listening can go a long way. It's something I'm really passionate about.

That lesson really hit home when I started helping my nan with her housing needs. She’s had some health challenges, and navigating the system on her behalf opened my eyes in a whole new way. Even though I still live at home, stepping into that advocate role gave me a deeper understanding of how overwhelming it can feel when you're not being heard - or worse, when you feel like just another number in a queue. That experience didn’t just shape how I see customer service; it reminded me why it matters so much.

That’s why I make a conscious effort to actively listen and ensure customers feel acknowledged and respected. While we sometimes need to deliver honest or difficult messages, I’ve found that most customers appreciate transparency and regular updates.

So far, my first three weeks in the team have been incredibly positive. Jess, my manager, has provided excellent training and support, which has made a big difference in my onboarding experience. Everyone on the team has been welcoming and willing to help, which has made me feel right at home.

One of the biggest challenges I’ve encountered so far is understanding the wide range of possible defects and knowing the right follow-up questions to ask customers — for example, “If the radiators aren’t working, have you tried bleeding them first?” While I have a general understanding, I know this knowledge will grow over time with hands-on experience, and it’ll probably come in handy when I eventually move out on my own!

My favourite aspect of the role so far has been visiting different development sites and inspecting the properties. The locations are stunning, with Maylands Park in Nantwich being a particular favourite. It’s inspiring to see the homes being built and to collaborate directly with contractors on-site.

Overall, I’m incredibly grateful for the opportunity to be part of the team and to support customers in turning their new houses into homes. It’s an exciting time to be at Open Door by Halton Housing, and I’m really looking forward to what lies ahead.