Guide to your Home Emergency Management and Defect Notification Service

Transcription

1 Guide to your Home Emergency Management and Defect Notification Service Table of Contents Welcome... 2 Registering your properties... 3 Property & Contact details... 3 Nominated Contractors... 3 Escalation Contact... 4 Notifying your customers... 4 Responding to your Customer calls... 5 Emergency Criteria... 5 Unvalidated Properties... 6 Reporting... 7 Product Overview... 7 Operating Hours... 7 Product Pricing... 8 Other products - Older Properties... 8 Complaints... 9 Invoicing... 9 Contact List... 9 p1 of 9

2 Welcome Welcome to the npa24:7 Home Emergency Management and Defect Notification Service developed in partnership with NHBC. This service will provide you with the peace of mind that no matter when an emergency occurs in your customer s home, assistance is only a call away. In addition, your customers can report defects of a non emergency nature at a time that is convenient to them. This brief guide explains the service, the steps you need to take to register new properties, the process your customers will follow when registering a defect and includes contact details for queries. We hope that this service will be a valued addition to your customer service offering and look forward to working with you. Best regards, Nick Haycock BSc MBA MRICS Managing Director p2 of 9

3 Registering your properties To start your service we need details of your properties which can be entered via the online portal or by downloading and sending to us an excel spreadsheet (please refer to the online portal guide for details of how to do this). Property & Contact details You will be asked to provide address and contact details for each property. Nominated Contractors Nominated contractors are usually the companies who installed key systems in your homes. It is a requirement that as a minimum you provide us with the details of your: Heating contractor Electrical contractor Plumbing contractor Additional trades can also be nominated (for example groundworker, security/locksmith etc). Different nominated contractors can be provided for each site. Please ensure that you provide out-of-hours contact telephone numbers. Our extensive experience in this market has clearly shown that nominated contractors achieve the highest possible first time fix rates. Most builders also prefer the company responsible for the installation to attend to any defects to encourage high build quality. The pricing of this product is based on 50% or more of emergency jobs being successfully deployed to your nominated contractors. You don t need to worry about this on a claim by claim basis (or even once a property has been registered). However, we would expect you to work with us if performance falls below this level. We may be unable to offer cover on future registrations, or be required to increase the cost of the Emergency Cover if fewer than 50% of emergencies are deployed to nominated contractors. p3 of 9

4 You can give details of your nominated contractor via the online portal see online portal guide. Escalation Contact We also require you to provide details of escalation contacts. We recognise that you want the peace of mind that outside of your normal operating hours we will always be available to support your customers. However, sometimes it may be necessary to contact or notify you of urgent situations or to obtain your instructions. Examples may include: There has been a fire or major incident in one of your homes There is a health and safety or security risk on your site A specialist trade is required and no nominated contractor has been provided The customer s property has not been registered and we need to confirm that service can be given (you will be liable for the cost of emergency jobs in these circumstances). Coming soon - You will be able to give details of your escalations via the online portal. We ask you to provide this information in the meantime by ing nhbc@npa247.com. Notifying your customers Once you have registered your properties you will need to notify your customers of the arrangements you have put in place for dealing with emergencies. It will also be a requirement for you to pass on a copy of the Home Emergency insurance cover that we have provided. There are two ways in which you can do this: Option 1: We will provide you with the Home Emergency insurance policy and suggested wording for your welcome pack. Option 2: When your customers move into their home we can issue the insurance documents on your behalf. Please ensure you have given us your customers addresses when registering and advise us by nhbc@npa247.com if you wish to use this option. Whichever option you choose, the relevant documents can be found on our registration portal p4 of 9

5 Responding to your Customer calls If your customers have an emergency or non emergency in their home they will access to a 24/7 manned number. The number your customers call will be dependent on the service you have selected: 24/7 Out of hours Tel: Tel: Emergency Criteria Customers will initially be asked to provide some details to help us locate their property. We will then ask some further questions to identify the nature of the fault and determine if it is of an emergency nature. See the table below for examples. Emergency Plumbing Leaks that cannot be contained. Failure of toilet flushing mechanism. Non Emergency Plumbing Leaks that can be contained. Low water pressure. Shower not working. Loss of water. Electrical Complete failure of the power or lighting on one or more floor. Sparking or smoking of any part of the electrical system. Heating & Hot Water Loss of heating and hot water to the property. Electrical Partial failure of power or lighting on a single floor. Breakdown of kitchen appliances. Heating & Hot Water Loss of heating to a room or radiator. p5 of 9

6 Security Failure of a locking mechanism resulting the customer being unable to gain access to or secure the property Security Lost keys. Garage doors that cannot be secured. Drains Blocked or overflowing drains. Drains Smelly and slow running drains. Blocked toilets (where there is only one toilet in the property) Our skilled agents will offer your customers advice to help them alleviate or resolve their emergency. Examples of this include: Testing electrical appliances to ensure that they are not tripping the power supply Explaining how to re-pressurise a boiler Resetting a boiler Using isolation valves on the plumbing system If the problem is of a non-emergency nature, or has been partially resolved by giving appropriate advice, then the details will be forwarded to you in an Incident Report. Unvalidated Properties If we are unable to locate a property when a customer calls and the fault is of an emergency nature we will follow a simple process. If the customer has moved into their home within one week and we have neighbouring properties (built by you) we will assume that the property should have been registered and will provide cover. However, you will be liable for any repair costs that are incurred so it is vital that you remember to register properties with us before the customer moves in. If we are unable to complete this check, before deploying we will contact your escalation contact for authorisation to proceed. p6 of 9

7 Reporting After every fault has been reported to us we want to ensure that you have access to the nature of the problem, the nature of any repairs that have been completed and the next steps required to resolve the issue. To achieve this we will send you a daily report listing all faults logged by e- mail to the contacts you notified to us when you registered with us. Product Overview Operating Hours Two options for operating hours: Out Of Hours Only: This will operate between the hours of 17:00 and 09:00 Monday to Friday and 24 hours during weekends and public holidays. Cover is also provided from Christmas Eve through to the 1st of January (Inclusive). Outside of these operating hours callers will be asked to contact their builder directly. 24/7: This service operates on a continuous basis. p7 of 9

8 Product Pricing Both the out of hours and full 24/7 service are made up of two products to give you and your customers complete cover it is not possible to purchase these separately. We have given you further details below. Product Out of Hours 24/7 Defect Reporting and Nominated Contractor Deployment Service plus VAT (VAT may be recoverable by you depending on your tax status) plus VAT (VAT may be recoverable by you depending on your tax status). Insurance for the deployment of npa24:7 contractors in the event that a nominated contractor is not available. (This means that you will not incur any costs from npa24:7 for emergency jobs that are deployed) plus IPT (which will be 9.5% from the 1 st of November. It is not usually possible for you to recover IPT.) plus IPT (which will be 9.5% from the 1 st of November. It is not usually possible for you to recover IPT.) Total ( exc VAT & IPT) Total ( inc VAT & IPT) Other products - Older Properties It may be that you have a portfolio of properties that are mid term in their two year warranty with you that you would also like to cover. Please contact our Customer Administration team to discuss these requirements. We are usually able to offer a discounted rate depending on the number and age of properties you wish to cover. Taking advantage of this allows you to notify all of your customers of just one number for their out of hours, or 24/7 customer service number. p8 of 9

9 Complaints In the event that we receive a complaint from a customer that is not related to the Home Emergency and Defects Reporting service you will be notified through the daily Incident Report. If we are notified of a complaint relating to the services that we have provided we will notify you on the next working day. If you are notified of a complaint related to the service provided by us please contact us. We will endeavour to complete a investigation within five working days in accordance with our complaints procedures (a copy of which is available on request). Invoicing At the end of each month you will be sent an invoice for each property that you register. Payment terms are 28 days from the invoice date. Contact List Our team of expert advisors are on hand to answer any questions you may have. Contact nhbc@npa247.com or dial Our Customer Administration opening hours are 9:00 to 17:00 Monday to Friday. p9 of 9