We have over 20 years’ experience in the provision of Out of Hours Emergency Assistance both in the new home construction industry and the wider insurance claim related market.
We understand that on occasions, emergency situations will occur outside of normal business hours, affecting the customer experience of buying a new home. We recognise that as an emergency out-of-hours partner that the actions taken to resolve these issues have a direct impact on customer satisfaction.
At the core of our service proposition are our professional and knowledgeable staff, supported by intuitive technologies tailored to the needs of our customers.
The data contained within our online portal allows us to provide you with real insight into call volumes, deployments made, advice given and the ability to identify trends affecting specific developments and geographic locations. This truly allows you to deliver for your customers.
Should an emergency issue arise, initially utilising your own network of contractors we are able to deploy and manage appropriate trades to attend to emergency situations for your customers.
In the event of your own contractors not being available, we have the benefit of our own trades across the UK who may be able to attend to the needs of your customer in the event of an emergency.
To support your business, our online portal provides a clear audit trail of activity on each called logged and each morning, a summary of any calls taken is provided to you as the client. This enables you to have rapid access to information and to follow up any issues with the customer at the earliest possible opportunity.
Real-time information is intrinsic to our systems and includes a fully manageable database of your developments, phases, properties, contractors, trades and escalation points.
The combination of knowledge and technology will provide you with a system that can track in detail any and all calls, deployments and progress resulting from an issue reported by your customer.
We also offer your customer the opportunity to report their emergency or warranty issue using our customer facing digital capture tool at any time, day or night.