With 65 per cent of the new homes market, ten of the top 15 housebuilders now take advantage of npa24:7’s home emergency expert service. The most recent addition is major housebuilder Bloor Homes.
Bloor Homes required a robust and professional out of hours process. The key requisite was to alleviate some of the pressure on its own customer care team.
Previously Bloor was using an ‘Out of Hours’ call centre which worked on systems and information that was supplied. This was time-intensive and difficult to maintain. Bloor was outsourcing its calls until the services provided by npa24:7 offered a more effective solution. L&Q, Thirteen Housing Group, Bromford, Clarion Housing Group, Affinity Sutton, Habinteg Housing Association and the Hastoe Group, to name a few take advantage of the service npa24:7 provides.
Andrew Pickering, Group Category Executive, Bloor Homes said:
“npa24:7 are market leaders in providing ‘Out of Hours’ home emergency services in this sector. We are confident that any problem a customer has will be dealt with efficiently.
“We receive valuable insights because of the reporting activity, which assists us in achieving targets and KPIs.
“The npa24:7 management team is extremely knowledgeable and approachable, they gave us peace of mind before setting up the service. Their support and the amount of work invested beforehand enabled a seamless transition.
“I would recommend npa24:7 to other housebuilders. To my knowledge there is no one else in the market doing what they do. They have an excellent business model, which exceeds our requirements and expectations.”
Nick Haycock, Managing Director, npa24:7 said:
“Improving customer service is always a win, win situation and this strategic and collaborative partnership will see Bloor Homes offer enhanced customer care to its customers across the group.
“As specialists in providing home emergency repair management services, our expert call handling team always answer the call, they are always there when the Customer Care teams aren’t available.”
Andrew Pickering, Group Category Executive, Bloor Homes added,
“We have also used the ad-hoc call cover facility which provided us with a solution for continued customer service.
“We look forward to continuing to work with npa24:7.”