Company Research Report: New Homes Customer Care (NHCC)
Company Overview
Name and Mission
- Name: New Homes Customer Care (NHCC)
- Mission: To provide unparalleled end-to-end customer care services tailored for New Home Builders, Housing Associations, and Build To Rent specialists across the UK, ensuring high-quality aftercare and compliance with the New Homes Quality Code.
Foundation and Key People
- Founded: September 2017, as a new business and brand within the MA Group of Companies.
- Founder: No specific founder mentioned.
- Key People:
- James Bush, Managing Director
- Nick Bruce, Divisional Director
- Teresa Owen, Finance and Strategy Director
- Teo Nohai, Operations Manager
- Geof Loe, Health, Safety, and Technical Manager
- Melissa Bridges, Supply Chain Director
Headquarters
- Location: 66 High Street, Aylesbury, Buckinghamshire HP20 1SE
Employees
- Number of Employees: No specific number of employees mentioned.
Revenue
- Revenue: No information is available.
Known For
- NHCC is renowned for its award-winning customer care services, achieving a world-class Net Promoter Score for customer satisfaction. They are an accredited supplier of the New Homes Quality Board and specialize in bespoke software for customer care in the housing sector.
Products and Services
Product Offerings
1. Outsourced Customer Care
- Description: Provides 24/7 customer service management tailored to meet specific customer service needs in the housing sector.
- Features: Email and telephone helpline support, management of customer care cases, and customization of services to enhance customer satisfaction and reduce aftercare costs.
2. Inspections and Surveying
- Description: Comprehensive home inspection services for new home buyers to ensure quality and safety, including pre-handover and cavity barrier inspections.
- Features: Use of NHCC Scoper tool for detailed reports, home demonstration, snagging reports, and integration with Reflex 360 system for real-time access.
3. Investigation and Repair
- Description: Offers a network of skilled contractors and tradespeople for repairs ranging from minor defects to complex projects.
- Features: Full itemization and costing, management of repair processes from start to finish, and collaboration with warranty providers like NHBC.
4. Customer Care Software
- Description: Software solutions to assist in managing customer care and property cases from sale completion to the end warranty period.
- Features: NHCC Scoper mobile app, Reflex 360 online system, real-time portal access, data security, and support services.
5. Insight
- Description: Provides detailed management information reports on customer satisfaction, performance trends, and aftercare costs.
- Features: Satisfaction and trend reports, real-time data collection and analysis, optimization of recovery from third parties, and performance monitoring.
Recent Developments
Recent Company Developments
- NHCC has been accredited by the New Homes Quality Board and won the Subcontractor of the Year 2021 award at the National Building and Construction Awards.
New Products and Features
- Enhanced features in the NHCC Scoper mobile app, allowing for integrated scheduling and multimedia asset capture.
- Introduction of Reflex 360, enhancing NHCC’s customer and client portal for seamless case management.
Partnerships
- No new partnerships are mentioned.
No additional commentary is provided beyond the data presented.
