Regional housebuilder Harron Homes has recently appointed former New Homes Quality Board Operations Director Amy Wright to the newly created role of Group Customer Experience Director.

Amy, from South Yorkshire, will lead a transformation of the customer journey across the housebuilder’s Yorkshire and North Midlands regions as the sector prepares for major consumer reforms.

This comes in light of The Government’s commitment to introducing a single mandatory consumer code and statutory New Homes Ombudsman for housebuilders. While the final requirements are still being developed, the new framework is expected to be fully operational by June 2028.

Where currently housebuilders can select one of several codes to align with, the mandatory single code aims to bring all housebuilders under a unified standard, ensuring greater consistency in how housebuilders communicate with customers, handle complaints, and provide aftercare and access to redress.

Amy brings more than a decade of customer care and consumer standards experience to the Group-wide role. In fact, she’s already familiar with Harron Homes, having previously worked at the company as Customer Service Manager from 2017 to 2019, during which time she was responsible for post-completion care, defect management, complaints and customer communications.

She went on to establish a Group customer relations function across nine regional offices at another housebuilder, introducing the people, processes and procedures required to deliver a consistent service. She later led a company-wide refresh of the customer journey at that housebuilder in preparation for adoption of the New Homes Quality Code when it launched in 2022.

In 2024, Amy joined the New Homes Quality Board itself as Operations Director. The independent, not-for-profit organisation operates the widely adopted voluntary New Homes Quality Code and appoints the New Homes Ombudsman Service. In her role, Amy supported developers through registration and onboarding, helping them adapt their processes and demonstrate compliance with the Code.

After leaving the NHQB, Amy established her own consultancy to help developers assess their readiness for the anticipated statutory framework. Harron Homes commissioned Amy to carry out a gap analysis before inviting her to take up the new permanent role.

Amy is currently working with teams across Harron’s two regional offices and developments to understand existing practices. Over the next 18 months, she will work with directors and colleagues in sales, construction, technical and commercial to create one streamlined customer journey, improve quality and aftercare, and ensure every department understands its contribution to the customer experience.

Amy said,

“I’m excited to return to Harron at a moment when both the business and the wider industry are changing. Harron builds an excellent product and has skilled, committed people across every discipline. My role is to help bridge the gaps between departments while making sure every customer receives one clear and consistent journey from reservation through to aftercare.

“The business has changed enormously since I was last here, but the quality of the homes and the warmth of the people remain. There is a real appetite to keep improving, and I’m proud to be leading that work.”

Outside of work, Amy is a keen strength trainer and has previously taken part in a bodybuilding competition. She also enjoys spending time with her two children and grandson.

Amy added,

“I’m a strong believer in work-life balance and so I naturally respond positively to structure, process and discipline, both professionally and personally.

“Strength training is good for the mind as well as the body. It helps me relax, focus on what is important and compartmentalise the day-to-day challenges. Taking part in a bodybuilding competition was mainly a bit of fun and an opportunity to see how disciplined and structured I could be.”

James Poynor, Group Managing Director at Harron Homes, said,

“We are excited about the next stage of Harron’s development and ensuring we provide an optimal experience to every customer, and Amy’s appointment is a testament to this new step on our journey.

“Amy combines extensive operational experience in housebuilding with rare first-hand knowledge of the New Homes Quality Code and the direction of consumer regulation. Rather than waiting for the final requirements, we want to establish the right processes, behaviours and accountability now.

“Her appointment will help us more solidly embed quality, transparency and customer care across every department, while simultaneously creating a consistent experience that supports customers at every stage of their homebuying journey.”

For more information on careers at Harron Homes please visit: www.harronhomes.com/careers.

For more information on Harron Homes and its developments, visit: www.harronhomes.com.