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September 2018 update

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Tuesday 2nd October 2018 | By ma-admin

September 2018 update

Autumn is here

The long hot summer is well and truly over and, as we head into autumn, we are starting to see signs of the more adverse weather conditions that we are generally used to. Storm Ali has started the storm season off with high winds in the North West of the UK, which will keep us all busy for a while.

We will also be kept busy with the new client contracts that we have signed with both insurers and house builders, more details below. This is great news for MA Group and our networks of surveyors and contractors as the volume of work we can generate for us all continues to grow. We also bring you news on some staff changes, events and successes that have taken place over the summer.

New client contracts

We are delighted to announce that we have signed a new contract with Hiscox, probably the UK’s premier insurer of mid and high net worth customers.

Winning this prestigious contract from such a well-respected insurer in our industry is testament to the professionalism and reputation of our staff and our commitment to quality.

The new contract went live on Monday 10th September and we are thrilled that we have been given this opportunity to demonstrate that customer satisfaction is at the heart of our day to day operations and behaviour, and to deliver the exceptional customer service that Hiscox and its customers expect.

We are also delighted to have signed a new contract with another large insurance client, Zurich. This new contract builds on the excellent relationship we have developed with Zurich over the last 3 years and demonstrates our ability to consistently deliver what clients and their customers expect.

And the good news continues. We have extended our contract with RSA and have moved into the vehicle impact damage arena by providing third party property repair services to Rob Spence Ltd and S&G Response.

2018 has certainly been a great year for new and existing client relationships.

MA Group MAD Awards

The July winner of the MA Group monthly MAD Award was Matthew Weir from MA Group.

Matt manages the Resolver complaints process for the whole group, a difficult job at the best of times. He did particularly well with one complaint and received the following glowing feedback from the customer:

“Thank you for all your help, excellent customer seamless service on your part. You have been very kind, caring and understanding and I appreciate everything you have done. Your investigation report you sent me was very thorough.”

And the winner for August was Adam Tansley, also from MA Group.

Adam worked tirelessly to ensure the transfer of clients, both internal and external, to the new Azure IT platform, working evenings and weekends to meet critical deadlines.

Well done to Adam and Matt. You are truly MAD.

Staff news

Congratulations to Andy Dakin from Virtus and his wife Sarah who became parents for the first time over the summer. Ruben was born on 13th July and the whole family are doing really well. Those of you who know Andy will know that he needs his sleep, but he seems to be coping well and hasn’t fallen asleep at his desk, yet!

Ryan Scott from MA Assist became CII qualified in August, after completing his final exam. Well done Ryan, great news.

Alex Kilpatrick is appointed Managing Director of Virtus. Alex, with the support of Andy Dakin and the team, will ensure Virtus continues to deliver a great service to its clients.

Poppy Wakefield, National Account Manager in MA Assist, will be temporarily leaving the business for three months from 1st October. But we are delighted to announce that Melissa Bridges will be back from maternity leave on 9th October, returning to her role in account management.

MA Dry course

The next MA Dry course will run on 2nd to 4th October in Redditch. It is already booking up well, so if you would like to attend please get in touch with Stephen Pomfret quickly.


NHCC is delighted to announce that it is now working with both Halsbury Homes and Barratt Homes.

Halsbury Homes, based in Norfolk builds homes across the UK with style, quality and a return to more traditional values, starting with world renowned classic architect Francis Terry.

Barratt Homes needs little introduction as the UK’s largest House Builder and a consistent achiever of the HBF 5* Customer Satisfaction Award.

NHCC specialises in providing end-to-end customer care services to new home builders across the UK, including the use of bespoke software designed to meet the unique needs of house builder customer care teams. Its flexible approach means that it can carry out one-off new home repairs, provide bespoke customer care software and services or set up a complete partnership providing end-to-end customer care case management under a house builder’s branding. NHCC can happily tailor its service to meet a house builder’s specific needs.

To find out more about NHCC please go to the website or contact James Bush on 0330 024 8946.

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