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September 2017 update

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Thursday 28th September 2017 | By ma-admin

September 2017 update

MA Group continues to grow
We have been busy over the summer and so we have lots of news this month on the latest developments in the MA Group. We have launched a brand new business targeting new home builders, called New Homes Customer Care and we have acquired new clients through Virtus. Virtus is also a finalist in the Insurance Times Awards and MA Assist has been in the press.

New Homes Customer Care

On 1st September we launched our brand new business – New Homes Customer Care (NHCC).

NHCC specialises in providing end-to-end customer care services to new house builders across the UK, including the use of bespoke software designed to meet the unique needs of house-builder customer care.

Building on over 20 years of experience in the building repair and new home warranty sectors, NHCC will partner with new home builders and registered providers of social housing to provide a full range of customer care solutions:

  • Customer Care Partnerships – From the simplest courtesy visit to the most complex new home repairs, NHCC’s dedicated team of property professionals will partner with house builders to raise customer satisfaction scores whilst reducing aftercare costs. The service can be tailored to the needs of the individual house builder and can incorporate any or all of NHCC’s
  • Customer Care Systems NHCC’s online customer care IT system for new house builders is designed to meet the specific needs of new home builders in providing customer care support to new home buyers.
  • Home Visits NHCC’s qualified and experienced surveyors are trained in meeting with home buyers to manage customer expectations by providing professional and knowledgeable courtesy visits that reassure the new homeowner they are receiving high quality care.
  • Repairs – From small snagging repairs to large and complex building projects, NHCC can provide its own experienced building contractors or work with house builders’ supply chains and repair teams.
  • Insight NHCC can provide detailed and real-time management information on customer satisfaction, aftercare costs, performance and trends.

NHCC is headed up by James Bush, a well-known and well-respected senior executive with many years of experience in the house building, warranty and insurance markets.

If you would like to find out more, please go to the NHCC website at or contact James directly at

2018 Golf Day – save the date

Many of you will be delighted to hear that we will be running our annual Charity Golf Day and Dinner again next year. We have booked The Oxfordshire Golf Club for 31st May 2018 – so save the date!

The format will be similar to previous years – a Stableford golf tournament followed by drinks, dinner with lots of entertainment and lots of networking. It will be open to all MA Group clients and suppliers as always.

Sally-Ann Johnson will be in touch with more details soon, and we hope we will be able to accommodate everyone who wishes to come – the event was over-subscribed this year.

SUPPORTING Pledge in the news

MA Assist’s case study about a vulnerable, older customer was featured in Insurance Age recently.  Insurance Age is running a campaign to encourage the insurance industry to do more to help vulnerable customers called Insurance Cares.

Entitled Insurance Cares: Careful and sensitive communication helps vulnerable customers” the article tells the story of how our SUPPORTING Pledge was used by our Control Centre to support a vulnerable customer who had been targeted by rogue traders during her insurance claim for storm damage to her roof.

The article tells how we tackled the problem with support from our client and suggests ways that the sector as a whole can make a difference. The case study can be read on our website at

Virtus update

Virtus Validations continues to grow and has started carrying out surveys for more new clients, both in pilot and under contract. Their processes and staff were thoroughly tested in the aftermath of Storm Aileen earlier this month, but Virtus successfully managed the sudden influx of work and received great feedback from customers and clients. In fact, the daughter of one elderly client was so impressed with Virtus’ service recently that she said she would be moving her own insurance to our client – we will be bringing you more details on that case soon.

And there is more good news – Virtus have been announced as finalists in the Insurance Times Awards for 2017, in the Excellence in Claims Technology category. Judging will take place on 4th October and the awards will be handed to the winners at the black tie gala dinner celebration in December at the Intercontinental Hotel in London.

Launched only 12 months ago this is all wonderful news for Virtus which continues to go from strength to strength. Staff numbers are increasing at our North West office as Virtus takes on more clients keen to deliver a great claims experience to their customers.   Virtus’ NPS has averaged 74% this year so far.

Flood Expo

We are attending Flood Expo at London ExCeL this week with Aquobex to promote our new Flood Resilience partnership. We are on the BITC stand with an example of a flood resilient kitchen, and John Alexander from Aquobex will did a talk yesterday called Steering the Flood Market Towards Resilient Repairs. Our Camilla Chellew (left) and Alex Kilpatrick are there today, so if you are attending please pop by to say hello and find out more about our new service.

Monthly updates

Every month I send out these updates to clients, suppliers and staff, so I hope you have found this interesting and informative. If you have any suggestions for news and/or information that you would like me to include in this regular update, please let me know.

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