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January 2020 update

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Friday 24th January 2020 | By ma-admin

January 2020 update

Happy New Decade

It seems incredible that we are starting a new decade – the ’20s! It seems even more incredible that MA Group is entering its twelfth year as an independent property claims manager – it is eleven years since Paul Hayman led the management buy out at the end of 2008.

2019 was our most successful year yet: not only was it our most profitable year ever, but we also completed the acquition of Revival, acquired two new large insurance clients, retained our largest client and saw NHCC become profitable.

So we are very excited about this new decade and we are sure we will have plenty of new and exciting news for 2020 and beyond. You will see below that we continue to celebrate the great work that our staff, surveyors, branches and suppliers do. We wouldn’t have achieved such a great performance without them, and we look forward to giving out more awards in this new decade.

Supplier of Q4 2019

Our Supplier of Q4 2019 is Grove Building Solutions.

Grove have exhibited a positive and can do approach throughout the quarter.  They have received a number of excellent Customer Satisfaction Questionnaire responses (CSQs) and are performing well.  They continue to exhibit the standards and attitudes we expect of all contractors. Well done to everyone at Grove.

And we have two joint runners up this quarter – Nationserv and Leewood Construction.

Nationserv simply get on with ithe job. They have the highest workload of any supplier and they consistently close jobs month on month. They have really bought into the Know Your Limits system and as a result have seen the amount of work they receive steadily increase.

Leewood are nice to deal with and are totally reliable – they don’t cause issues and they look for solutions. Their quailty of work and focus on the customer means they get a lot of our High Networth Work.

Surveyor of Q4 2019


Congratulations to John Dawson, who is surveyor of the last quarter of 2019. The award goes to John for the following reasons:

  • His surveys are always returned promptly from site.
  • He scores consistently well on NPS.
  • He receives the enhanced fee for good performance in c.90% of claims.
  • He is readily available to offer appointments within SLA.
  • He has recently increased the area which that he covers for us.

MA Group MAD Awards

The MAD Award winner for November was Dan Rowland. One of our major clients provided this feedback:

“Just emailing in as I spoke with a handler called Dan (I think!) on this claim and he was so lovely and helpful and I wanted this to be picked up. I’m a big believer that people don’t hear about the good things they do enough, yet people are quick to give negative feedback to others. Talking with Dan he was so easy to speak with and was more than happy to chase things up for me after the call. It was refreshing to feel like I was actually speaking with a person at the end of the phone rather than just an employee and really broke that stereotype of an office worker”

Well done Dan.

The MAD Award winner for December was Tony Peck, Site Manager in NHCC.

Tony received his MAD accolade in relation to an ongoing complex remedial project. The residents were particularly unhappy and rather vocal when Tony arrived on site. However his hard work and excellent communication in setting the up local site resulted in residents singing his praises and providing hot drinks and mince pies on day one of the remedial programme to all staff on site.

Well done Tony.

Both received a £25 gift voucher.

MAD Award for the Year 2019


The MADest member of staff within the MA Group for 2019 was Adam Tansley. He received the most MAD nominations during the year.

We are delighted to congratulate Adam on his outstanding effort and he has received a £100 One4All gift card.

We will continue to recognise MAD behaviour in 2020, so please keep those MAD nominations coming in. MA Group staff can be nominated by anyone – clients, suppliers, branches and other staff. So please, if you come across any MA Group member of staff going above and beyond, please let us know.

More new staff

Congratulations to the following Control Centre staff for passing their probations:

Shannon Cairnie, Emily Snelling, Sophia Tester and Daniel Rowland in Aylesbury and Angela Mace in Bury.

Save the dates!

The next MA Group Charity Golf Day and Dinner will be held on  Thursday 4th June 2020 at Magnolia Park. Please put the date in your calendars. More information will be available very soon, but if you want to register please email Sally-Ann Johnson.

In October 2020 the inaugural MA Group Awards Lunch will take place in London. Please put the date of Thursday 15th October 2020 in your diaries now. More details on the lunch, award categories and guest speaker will follow in due course. We really hope you can join us!

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The latest news from MA Group on the awards Q1 2020 and some new services that are now available. Read more

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