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Awards and new regulations
The first quarter of 2018 is already over, so we bring you news on MA Assist’s Supplier of the Quarter and the first Virtus Surveyor of the Quarter. Next month the new GDPR laws come into force and we bring you news and information on this (particularly relevant for our suppliers). And we also have news on the UK Government’s 8 week consultation on new regulations for the house building industry, including a new ombudsman. Also, we have breaking news about Virtus!
Supplier of Q1 and Surveyor of Q1
Congratulations to Property Services SDS who are MA Assist’s first Supplier of the Quarter for 2018. Mick and Paul and their team have provided a consistently high service since they joined our network back in 2012. They are top of MA Assist’s league tables and have achieved NPS of 85 or more for all three months of the first quarter or 2018 (on a return rate of over 70% every month). Their job durations average 44 days, one of the best performances on the network.
In second place was Building Repair Solutions who were also Supplier of the Year for 2017. They are another consistent performer for us, and special mention must go to Jack who is key in ensuring that BRS deliver a great service.
The first Surveyor of the Quarter for Virtus has been chosen. Virtus management reviewed the enhanced fee payments, service levels, financial performance and staff feedback to choose their first winner of Surveyor of the Quarter.
Congratulations to Simon Henry on being the first Virtus Surveyor of the Quarter. His performance across all areas has been fantastic and £100.00 of gift vouchers are on the way to him.
Innoflex have released their latest quarterly newsletter which gives an update on Project Sydney, client training days and lots of information for suppliers on the new General Data Protection Regulations (GDPR) which come into force in May 2018.
Project Sydney involved moving all of Innoflex’s clients to a new improved hosting platform. With new clients coming on board all the time and a clear strategy to expand the business, the management team agreed that a new hosting environment was needed to make the software and services scalable. The work was completed out of hours over two weekends and all clients were successfully transferred with minimal disruption.
The Innoflex team has held the first client training days, which were very successful, and have scheduled the next one for 22nd May. If you would like to attend the next course please get in touch with Tim Hudson.
Innoflex has now completed all of the work it needed to do to be fully compliant as a data .rocessor under the new GDPR guidelines. The newsletter has lots of information on GDPR and you can read all about it on Innoflex’s website.
MA Group MAD awards
The March winner of the MA Group monthly MAD Award was Boubker Khamlich from Innoflex.
Over one weekend in March, Innoflex moved several Reflex 360 clients from one hosting environment to another and. despite being on holiday. Boubker logged onto the clients websites and redirected them to the new hosting platform, moved all of their data across overnight and assisted in testing of the new client sites on the Sunday. When clients opened for business again on the Monday their systems were all up and running and there was no disruption to their operations or service to their customers.
Well done Boubker, you are Making A Difference.
NHCC – fixing the system
Following the launch of the UK Government’s 8 week consultation into Strengthening consumer redress in housing NHCC have issued an opinion piece on what this may mean for the house building industry.
Called Fixing the system, the article looks at the consultation and what the Government is trying to achieve, the situation in the UK housing market and whether UK house builders are ready to deal with the new challenges. It also looks at the importance of customer care to new house builders and their customers and what needs to be done.
The Government sees the consultation as crucial to improving the complaints process across the market, driving forward a higher standard for customer care for new home buyers.
It has already proposed a new ombudsman with a formal complaints process and method of redress for consumers. This will create additional costs for house builders and will require new infrastructure and systems and expert teams to manage aftercare, complaints and snagging.
Customer care and defects repairs require specialist skills: on completion a house turns into a home and delivering an excellent service to homeowners requires a different approach to that typically demonstrated in the management of the construction phase. This is where NHCC comes in. To read more please CLICK HERE or get in touch.
Plugging the leaks…Part 3
Earlier this month we published the last of our three part series on Escape of Water (EOW) claims – Plugging the leaks – commercial models. This part examines the different commercial models that insurers use and how they impact EOW claim outcomes and indemnity costs. Our data gives us some surprising insights into EOW claims. You can read the opinion piece on our website if you CLICK HERE
Part 1 was called Plugging the leaks – an analysis of the increase in EOW claims values and explained the trends and some of the reasons for them. Part 2, Plugging the leaks – source and severity looked at the cause and severity of EOW claims, the reasons for the EOW claims in the first place and what makes some claims more severe than others.
You can read all three parts in the news section of our website and we can also provide a consolidated pdf document that covers all three parts. If you are interested in managing indemnity spend without damaging customer service, please get in touch.
Hot of the press – on 25th April Virtus Validations won Best New Business Initiative at the UK Customer Service Awards. The award is for a new business or business initiative has had a significant impact on the customer by identifying a market gap or customer need and successfully addressing it. Well done to Dan and the team.