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NEWS

February 2024 update

What a fabulous day!

Our annual awards took place at Chartered Accountants Hall on 25th January, and what a fantastic day it was! It was our biggest yet, so thank you to everyone who attended and supported MA Group, and of course thank you to the amazing Sally-Ann Johnson who organised the whole thing impeccably. This month’s newsletter brings you details of all the winners, but first an update on our investment in digital technology.

Scoper development

Since the beginning of this year we have been investing in our Scoper mobile application to further improve the customer journey and reduce claim durations. This has been based on feedback from the Revival working group and is part of our commitment to invest thousands of pounds into digitising and modernising the way we work, improving the end user experience and delivering a better way to capture data on site.

A summary of the main benefits is set out below:

Our significant investment in Scoper, which will be completed in April 2024, will directly benefit our service efficiency on site, increase our capacity and lead to further reductions in claim durations. Should you require more information about this please contact your Account Manager or a member of the Revival working group.

Annual awards lunch

Our annual awards lunch was a roaring success. Not only did we celebrate the incredible work that our suppliers do for MA Group Property Claims and New Homes Customer Care but we had an amazing day networking with our clients, suppliers and staff. Our guest speaker, Gyles Brandreth, was simply brilliant and Aaron James, our compere, was on his usual entertaining top form.

    

One of the special guests at the lunch was Mike Foy OBE (below).  Mike first met Paul 38 years ago when Paul started as an apprentice, under his tutelage. Years later Mike became president of the CIOB, so he was especially proud (as a now ex. president) to hear that MA Group had become the first organization in the world to go through the Chartered Institute of Building’s (CIOB) new designation of Chartered Construction Management Consultancy. Our awards lunch is always a great way to connect old friends and Mike was so proud of what Paul (and his team) had achieved in those intervening 38 years.

Virtus Surveyor of the Year – Ian Lancaster

Ian Lancaster was Supplier of the Quarter for June 2023 because he literally went the extra mile during that quarter to support Virtus in areas we needed most, and he continues to do so.  Ian has always been proactive in offering his services and has communicated really well with the team to make things run as smoothly as possible.  In addition, he’s taken on some tricky claims and has managed customer expectations exceptionally, resulting in overall positive feedback.

Revival Licensee of the Year – Revival Cumbria and North East

Revival CNE was licensee of the quarter for September 2023. Darren and the team in Cumbria have delivered a 5-star service for the last six months.  This is no mean feat considering they have been supporting another branch at the opposite end of the country – this literally means that going the extra mile to help out is more like going the extra 300 miles to help out!  The team continues to receive excellent feedback from clients across the board and they are always dependable. Also, they’ve managed to do all of this whilst delivering brilliant TREVOR results, proving that using the science of drying really works and delivers for our clients and their customers.

MA Assist Supplier of the Year – Home Safe Property Services

Home Safe Property Services were supplier of the quarter in March 2023. Home Safe is a relatively new contractor for MA Assist but has consistently been a 5-star supplier as the team are very experienced in the field. They are an absolute pleasure to manage because they are quick to take on board any feedback and make improvements where they are needed. Home Safe always go the extra mile and always have the best outcomes for MA Assist with customers at the forefront of their minds. They take great pride in their Service Delivery Performance Indicators and want to perform well, which they definitely are doing. Thanks for your hard work Jack and the team.

The TREVOR Award – Revival Wrexham

This new award went to the Revival Wrexham, the licensee who has the best performance using TREVOR, in terms of compliance and positive outcomes for clients and their customers. 95% of Wrexham’s last three months of claims have gone through TREVOR, and his drying time is 12 days (mitigation is 19), so overall a great performance.  Wrexham is a 5-star performer with fantastic customer satisfaction scores that regularly tops the TREVOR league tables. Volume wise Wrexham is not one of the biggest, but this licensee is achieving fantastic results using TREVOR.

Special Project Award – MEA Projects

MEA Projects won the award for the best Special Project of 2023 for their exceptional project management on a claim involving a burst pipe in the kitchen ceiling where the damage was severe, affecting multiple rooms. There were questions over coverage for elements of the claim and MEA was able to cut through the red tape and clear up the queries raised by the adjuster.  In addition, there were multiple parties involved with restoration taking place and the customer embarking on home improvements at the same time.  Their dedication to delivering the project and the way they helped and supported the customer throughout made this submission the standout winner.

Long Serving Awards

We also recognised the longest serving suppliers from our networks – JD Marshall Building and Maintenance, Spain Building and Maintenance and Safeline Environmental. These suppliers have been working on our network for decades, supporting MA Group as it has grown, always reliable and consistently engaged with everything that we do.

Employee of the Year – Amy Murray

Amy Murray has worked for MA Group for over 10 years, and during that time has undertaken a number of roles, excelling in them all. Within a year of joining as a MA Group Amy became a Technical Coordinator attaining her CII qualification a year later.  After a stint in NHCC, Amy returned to MA Assist where she continued on her upward trajectory. Now, Amy is Geof’s “right hand person” in the Quality & Resolver team where she has been instrumental in advancing the team’s profile, capabilities and outcomes in the last 12 months. Amy is an extremely well-motivated individual, hardworking and always willing to help her colleagues.  She epitomises our core values and continues to go from strength to strength.

NHCC Supplier of the Year – Higgs Building Services

Higgs continue to deliver a consistent, reliable and well-managed service to the benefit of our clients. Higgs successfully completed over 200 jobs in 2023 for NHCC with world class net promoter scores. Higgs provide good communication, are always professional, helpful and are even willing to accommodate work outside of their normal operating area, when there is an urgent need.

NHCC Client of the Year – Legal & General Affordable Homes

Legal & General Affordable Homes have been working with NHCC since 2021 and have registered over 1,500 new homes for customer care to date. They are one of the newest entrants to the established affordable home sector, yet their continued commitment to improving the customer journey stands them out from the crowd. They have ambitious plans for future growth and are a deserving winner of the 2023 NHCC Client Excellence Award.

MA Group MAD Awards

Our monthly MAD award winner in December was Ewelina Ciszek manager of the MA Group finance team.

Ewelina helped the supply chain team sort out some invoicing issues for a supplier which arose as a result of process changes. Ewelina went out of her way each week to make sure we’re processing everything we can for this supplier and getting them paid as quickly as possible.

She’s had to do a lot more work to get it sorted than she should have had to,  but she did it well with a smile on her face. Well done Ewelina.