The MA Group newsletter: September 2026

MAKING A DIFFERENCE THE MAD PROGRAMME IS BACK!

At MA Group, recognition matters—but we believe it should always be meaningful.

That’s why we have relaunched our MAD (Making A Difference) Recognition Programme, celebrating those exceptional moments when colleagues go beyond what would normally be expected.

MAD isn’t about recognising someone for simply doing a good job. It’s about celebrating people who make a genuine and measurable difference through:

• Exceptional customer advocacy
• Innovation and problem-solving
• Outstanding teamwork
• Leadership in challenging circumstances
• Going above and beyond for colleagues, clients and communities

As part of the relaunch, we reviewed every nomination submitted between January and August 2026. From these, we identified the individuals whose contributions truly demonstrate what Making A Difference means.

The MAD Legacy Awards 2026 recognise colleagues who have created a lasting impact through exceptional effort, innovation, leadership, resilience and commitment.

We are delighted to announce the recipients of the MAD Legacy Awards 2026 below, together with a brief explanation of the contribution that earned each of them this recognition.

Because exceptional people deserve exceptional recognition.

Jessica Newitt

Jessica received exceptional feedback relating to her management of a vulnerable customer claim. The nomination demonstrated:

• Outstanding ownership of a highly sensitive case.
• Exceptional communication.
• Effective management of multiple stakeholders.
• Positive feedback from both Resolver and Ageas.
• A commitment to supporting the customer beyond normal expectations.

 Why this aligns

Jessica demonstrated exceptional customer advocacy, compassion and commitment to achieving the right customer outcome.

 

Charlotte Young

Charlotte identified an incorrect cost approval that would have resulted in significant financial exposure to MA Group.

Her actions included:

• Re-examining the circumstances.
• Challenging assumptions.
• Negotiating a revised outcome.
• Securing a contribution from the client.
• Protecting company finances.

 Why this aligns

This nomination is a textbook example of identifying a problem, taking ownership and delivering a commercially beneficial outcome.

 

Sallyann Ellis

Over multiple nominations, Sallyann consistently demonstrated support for both her colleagues and the wider business.

• Reduced manual effort.
• Improved data processing capability.
• Sustainable long-term business value.

 Why this aligns

Anil’s contribution represents genuine innovation that continues to benefit the business beyond the original piece of work.

Anil Hussain

Anil transformed a labour-intensive Lloyds Banking Group reporting process through automation.

Benefits included:

• Significant time savings.
• Improved efficiency.
• Reduced manual effort.
• Improved data processing capability.
• Sustainable long-term business value.

 

Why this aligns

Anil’s contribution represents genuine innovation that continues to benefit the business beyond the original piece of work.

  

Ayaaz Joossab

Ayaaz is one of the few individuals nominated repeatedly across multiple months by different stakeholders.

His nominations consistently reference:

• Excellent communication.
• Proactive ownership.
• Strong client and supplier relationships.
• Commitment to vulnerable customers

 Why this aligns

The consistency of feedback received across multiple independent nominations demonstrates sustained embodiment of MA Group’s values.

 

Kenny Prazer

Feedback highlighted the positive impact Kenny has made since joining MA Group.

Examples included:

• Increased business development activity.
• Improved client engagement.
• Positive influence on internal confidence in the BD function.
• Strong collaboration across the wider business.
• Effective leadership through a period of organisational change.

Why this aligns

Kenny’s contribution has been significant in a relatively short space of time and demonstrates the impact a new colleague can have.

 

Monira Elgasim

Monira demonstrated exceptional ownership of a claim that was not allocated to her when a customer advised that delays were likely to result in a formal complaint.

Her actions included:

• Taking ownership of a claim outside her normal workload.
• Escalating validation and approval requirements.
• Building a compelling case for urgent intervention.
• Liaising with multiple stakeholders throughout the day.
• Securing same-day approval of costs and appointment confirmation.
• Preventing a potential customer complaint.

Why this aligns

Monira demonstrated exceptional initiative and customer advocacy by intervening in a situation she was not responsible for, changing the outcome for the customer and business whilst preventing escalation and reputational risk.

Kay Snuggs

Kay received unsolicited recognition from a newly onboarded Revival branch for the significant support and guidance she has provided since joining the network.

Her actions included:

• Providing detailed performance analysis and coaching.
• Supporting branch development and operational improvement.
• Sharing knowledge and best practice.
• Helping improve quality, compliance and customer outcomes.
• Building strong relationships across the Revival network.

 Why this aligns

Kay’s contribution extends far beyond routine reporting responsibilities. Her ongoing support has driven capability development within a new branch and delivered wider benefit to the network through coaching, mentoring and operational improvement.

REVIVAL JOINS AXA BRN NETWORK

On 23 September, the Revival team attended the AXA BRN launch event in Leeds, bringing together AXA and its new partners.

Revival has been selected to deliver DR&R services for AXA. It is a significant achievement and a reflection of the expertise and commitment our teams bring to their work every day.

AXA’s senior leaders shared their vision for the network, and there was plenty of enthusiasm in the room about what we can achieve together. The event was also a valuable chance to meet the other partners we will be working alongside.

Thank you to everyone who helped make the launch a success. We look forward to getting started and delivering great outcomes for AXA’s customers.

 

5 STAR PERFORMERS

5 Star Virtus Surveyors

Technical expertise matters—but so does the way customers feel throughout the process.

In August, 14 members of the Virtus surveying network achieved Five-Star status, recognising their ability to combine accurate outcomes with an excellent customer experience.

Every survey is more than an inspection. It’s an opportunity to provide reassurance, explain what happens next and give customers confidence during what can be a challenging time.

Five-Star status celebrates consistently strong performance across three key areas:

• Responsiveness – supporting customers promptly when they need us
• Customer experience – communicating clearly and building confidence
• Quality and consistency – delivering accurate outcomes and dependable reporting

Congratulations to our August Five-Star surveyors, listed below. This recognition reflects the consistently high standards they deliver for our customers, clients and colleagues.

Congratulations to our Augusts 5 Star surveyors:

Ashley Stokes – David Brand – David Sharratt – Grant Bailey – Ian Harber – Ian Lancaster – Jeremy Pathak – Joel Mounsher – Lawrence Knight – Paul Collier – Steve Aldous – Steve Byrne – Tony Wildy – Tom Harvey

 

5 Star Revival Branches

Five-Star performance doesn’t happen by chance.

It comes from teams responding quickly, managing restoration projects effectively and keeping customers at the heart of every decision.

During August, an outstanding 14 Revival branches achieved Five-Star status—demonstrating the strength and consistency being delivered across our national network.

Our Five-Star standard recognises performance across the areas that matter most:

• Fast, responsive service
• Effective restoration project management
• Strong customer advocacy
• Positive customer feedback
• A commitment to continuous improvement

Congratulations to our August Five-Star Revival branches, listed below. This achievement reflects the hard work, professionalism and consistently high standards delivered by their teams.

Birmingham Central – Birmingham South – Brighton – Cheltenham – Cumbria & North East – Exeter – Gillingham – Manchester – Nottingham – Peterborough – Portsmouth – Sheffield – Strathclyde – Sunderland

 

5 Star MA Assist Builders

Recognising Excellence Across Our BRN Reinstatement Network

 Great reinstatement is measured not only by the quality of the finished repair, but by the customer’s entire journey.

From the initial response and effective management of the claim to clear communication and a high-quality outcome, every stage matters.

This month, we are pleased to recognise the BRN partners that achieved Five-Star performance during August, based on the measures that make a genuine difference:

• Prompt and responsive service
• Effective claim management
• Strong customer advocacy and NPS
• Positive customer feedback and engagement
• A commitment to best practice and continuous improvement

Congratulations to our August Five-Star BRN partners, listed below. This recognition reflects their consistently high standards and commitment to delivering the best possible experience for our customers and clients.

Congratulations to our June 5 Star partners:

Asterisk Maintenance Ltd – CS Home Solutions Ltd – Eden Surveying Services Limited – Fisher Brickwork Ltd – Home Safe Property Services Limited – J.D. Marshall Building & Maintenance Limited – Property Services SDS Ltd – Top2bottom – Wirral Roofcare Ltd T/A Homecare Ltd

 

FRESH THINKING AT THE VERISK CONFERENCE

During September, Melissa Bridges, Kenny Prazer and Ryan Stevens attended the Verisk Conference in London. It was a chance to reconnect with industry colleagues, meet new people and hear how others are tackling the challenges facing the claims sector.

AI, data and new services were all on the agenda, alongside a recurring theme: how can we make the claims journey simpler and better for customers? It was encouraging to see so many people looking for practical answers and recognising the role that collaboration can play.

One idea that stayed with the team came from keynote speaker Lisa Bodell. Her challenge to “kill a stupid rule” was a memorable reminder to question processes that add work without adding value.

The team came away with new ideas, fresh perspectives and plenty to discuss back at MA Group. Thank you to Verisk for bringing the industry together, and to everyone who shared their experiences on the day.

 

WELCOME TUFFSKIN TO MAGICMAN HQ

Magicman welcomed the founders of TuffSkin Surface Protection to its Brighton headquarters to discuss how the partnership can help customers protect marble surfaces while reducing the cost and disruption of ongoing maintenance.

Kris Martin FCIOB, Managing Director of MA Group Construction Services, hosted TuffSkin inventor Frank Friedlander and his wife, Lil. They were joined by European partners Mehmet and Kerim, who provide valuable logistical support across the region.

Paul Hayman FCIOB, CEO of MA Group, also joined the visit. He shared his vision for the future of the Magicman and TuffSkin partnership, with a focus on closer collaboration, better use of data and integrated systems.

GET IN TOUCH

If anything we’ve covered has sparked your interest — or you’d like to hear more about upcoming events — drop the Communications Team a line at Communications.Team@maassist.com.