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2010 – Year of Growth Prosperous New Year for Home 3 We are delighted to inform you that the Home 3 launch at the end of 2009 was a huge success and we are indeed looking forward to a very busy, profitable and rewarding year ahead. Together with HSBC and 118118, we have created a solid customer base, and our unrivalled service is continuing to gather momentum and excite an ever-increasing number of potential business partners. As we move into our 4th month, the buzz of activity in our 24/7 contact centre is growing and many contractors across our network are now successfully resolving customer emergencies. What’s more, the launch of our customer satisfaction programme has seen very positive results, with a vast majority of customers reporting excellent repair work and a magnificent 95% very likely to recommend us to friends and family. This is an excellent start and extremely encouraging moving forward.

Home 3 introduce new Gas Central Heating Cover

This Winter, referred to as ‘the big freeze’ has seen many UK households experiencing heating problems. The cold snap has led to misery with many stranded without heating or hot water and totally exposed to costly repair bills.

In response to this, we have developed a highly competitive insurance package that includes full maintenance and repair of gas central heating systems. Customers no longer have to fear the inconvenience and expense of unexpected heating problems, and will have complete peace of mind and reassurance that we will repair any breakdowns quickly and cost-free! Home 3 will be working closely with a number of highly reputable business partners, who will help to market this attractive policy directly to consumers.

Home 3 and Vanquis In March, Home 3 launch our partnership with Vanquis. The One Call product includes locksmith assistance and Home 3 have been selected to provide this service. Vanquis were impressed with our 3 way call and are very pleased to offer this unique service to their customers.

Opportunities Continue to Grow

We are continuing to successfully generate a high level of enthusiasm and interest in Home 3 amongst many major UK companies. Since our launch, many companies are actually approaching us and finding out how we can add value to their business (we must be doing something right!!) Sales activity is thriving and although we must be patient, we are understandably very excited about what this year will bring.

Property Repair Ltd, Edinburgh

In this edition we met with Richard O’Donnell, Managing Director of Property Repair to find out more about his company.

The Company

Property Repair, based in Edinburgh, is a multitrade insurance repairs business, specialising in flood and fire damage restoration. Property Repair provide services for several large Insurance Companies, Loss Adjusters and Building and Repair Networks within the Lothian and Borders area. Established in 2004, they have continued to grow, and now operate a 24/7 emergency repairs division which covers the whole of the UK. Customer demand has driven the company’s recent expansion, and within the last three months they have opened new offices in Aberdeen and Sheffield. Property Repair are extremely excited about developing their business in these areas, and strengthening what is already an enviable reputation.

The Team

Property Repair have a total or 54 employees, 28 in Edinburgh, 11 in Aberdeen and 15 in Sheffield. The top team includes Richard, Peter Durham, Contracts Manager and Paul Leslie, the Company Surveyor. Office standards are kept meticulously high by Richards’ mother, Karen Lawrie and Sophia Unluturk. Richard employs a team of highly skilled and qualified tradesmen including his father, 2 brothers and father in-law – it really is a family affair!

Ensuring Customer Satisfaction

Quality workmanship and customer care are at the heart of everything Property Repair do. Richard believes his passion for providing an outstanding, second to none service is the number one reason behind the company’s successes and growth. Six years on, Property Repair now boast an impressive portfolio of customers including Scottish Water, Endsleigh Insurance and Home 3 of course!

High Standards Guaranteed

Property Repair work to a strict code of practice and are registered members of FMB and EBC. Health and Safety is of paramount importance and they are currently Safe Contractor and Construction Line accredited, and working towards Chas certification. The culture at Property Repair is highly professional, evident in the smart uniforms and impressive fleet of corporate vans.

‘The Little Old Lady’

Richard is highly respected within the industry and has been undoubtedly successful. I (editor) was interested in finding out the main drive and motivation behind it, to which Richard replied ‘It’s simple really – I just like to help people’. He explained to me that he loves going to visit ‘the little old lady’ whose ceiling has collapsed and then seeing the joy when her house is fully restored within 5 days. This gives him a great deal of satisfaction (and I’m sure keeps his staff supplied with plenty of tea and biscuits!...editor)

Get to Know… Ron Gray Managing Director How would you summarise your role? It is my job to set the strategic direction of Home 3, allowing flexibility to respond to changing circumstances. Also, to recruit the right people and develop a culture where people feel valued and can see their efforts really contributing to the company’s success.

The Customer is King As a new company, it is vital that we create and build a good reputation amongst customers from the very start. We are confident that our service is far superior to that of our competitors, although we now need to prove this by exceeding customer expectations, and developing 100% confidence in Home 3 throughout the marketplace. Customer feedback is a crucial component in our strive to deliver an outstanding service. The entire process, from the initial call through to the completed emergency repair must meet the high standards we promise. Our Customer Satisfaction Program launched recently will provide us with this valuable insight. Following every emergency claim, customers are asked a range of questions about their experience of the Home 3 service. Questions include how useful they found the 3 way call, whether the tradesperson arrived at the agreed time and their view on the quality of the temporary repair. They are also asked how satisfied they were overall and how likely they are to recommend us to friends and family. The first set of survey results show very positive feedback. Some customer comments for us (and you of course) to be proud of include:"The agent was great and the contractor was lovely - he went above the call of duty and didn't leave until the issue was resolved. The repair was perfect" "The engineer was straight in and sorted it out quickly. It was a great help to us. Quick and very helpful service." All feedback, positive and negative, is good as it helps ensure our products and services can be adapted or new ones created to meet changing customers needs.

What experience and knowledge do you bring to the team? I have over 10 years experience leading start-up growth companies, including and high international and support service organisations. What personal qualities do you have that will benefit Home 3? I adopt an open management style – encouraging our people to promote new ideas and challenge the status quo. Most importantly, I have total commitment to the Home 3 vision and making a step change to the customer experience when dealing with home emergencies. What are your goals for Home 3? One goal – its simple, to be the No.1 provider in Home Emergency. What excites you about Home 3 and how can you make a difference? The home emergency market is large, but with relatively few providers and fairly standard products and service levels. This means there is a real opportunity for a new market entrant. The Home 3 proposition offers our partners a product set that is tailored to meet their customers’ requirements. Currently, customer expectations are relatively low in our market when compared to other sectors such as retail. We aim to be the change leader in home emergency, providing a level of service that sets us apart and builds long term customer loyalty. Ron Gray

Health & Safety

Back Pain - Protect yourself and your employees The physical demands of some tasks like lifting, bending and unloading heavy goods from vehicles can so easily cause an injury or make an existing back pain worse. Statistics show that more than a third of all over-threeday injuries reported each year to the HSE are caused by manual handling. We all need to take steps to reduce the risk of back pain in the workplace. Firstly, think about how you can make jobs physically easier, e.g. by moving loads on wheels, providing better handles on loads, adjusting heights of worktops etc. Consult regularly with your employees on their health and well being to help you identify concerns and developing trends. Then take actions to address any outcomes from these discussions. Respond promptly when an individual worker reports back pain, do risk assessments and make changes where needed.

Job Sheet Requirement As you are aware from our Terms and Conditions, a signed job sheet must be issued with all invoices. We are still receiving invoices without job sheets and cannot process payment without them! We can provide a job sheet template or are happy for you to use your own standard documents as long as all the necessary information is contained on it. For any queries, please contact us on 0844 848 5290 or

An initial judgement should be made by managers on the risk of injury based on past experience, the history of the task and on risk assessments carried by a competent person. Assessments should highlight whether it would be reasonably practicable to provide mechanical aids or redesign the working operation to eliminate the risk of injury through manual handling. The judgement or assessment should consider the following 5 factors in order to avoid injury: Elimination – of the requirement for manual handling. Load – weight, size, and bulk. Can the load be lightened? Individual – their capability. Task – alternatives. Environment – steps & weather etc. Don’t forget to record, date and sign off your Risk Assessments and Method Statements. More information is available (much of it FREE !) on the Health and Safety Executive website -

New Pricing Schedule New Easier Pricing Schedule - Coming soon! In response to queries and a few anomalies that we have found in our standard schedule of daywork rates, we are preparing a revision. We are simply seeking greater clarity, not price reduction! We will be informing you of this by e-mail very shortly, so please keep an eye out!

Recommend a Contractor

Do you know a contractor that you think has the right qualities to join the Home 3 network? Please ask them to give us a call on 0844 848 5290 or visit the Home 3 website and complete the Trade Enquiry Form.

Home 3 Assistance Ltd 1 Future Walk, West Bars, Chesterfield S49 1PF Tel 0844 848 5290

Home 3 Insurance News Letter - Focus on Property Repair Ltd  

Property Repair, based in Edinburgh, is a multi-trade insurance repairs business, specialising in flood and fire damage restoration. Propert...

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