Customer First

Empowering our People through Customer First has enabled us to really get things right for our Customers.

Launched in February 2014, Customer First was set up to allow our People to raise Customer issues they needed help resolving or bring in ideas on processes that they felt needed improving.

Customer First is now part of the fabric of our business and it allows our People to really own the Customer experience. The forum is held every morning with a three site video conference, attended by volunteers, and the entire business gets involved from engineers to front line colleagues.

Customer first meeting

Through Customer First we have also established a hardship fund that is used to cover the odd job a Customer might need completing but isn't covered by their policy. So far our hardship fund has helped over 760 Customers with the fund currently totaling over £170,000.

Mr Bowden is one of our Customers that has benefited from the help of Customer First. Sadly his home was broken into and the lock on his front door was damaged. This wasn’t covered under his policy as his property was secure.

As a vulnerable Customer that had recently suffered a stroke, our Claims Advisor wasn’t happy to leave Mr Bowden at home without his door being repaired. With the support of her manager, Customer First was contacted and we were able to complete the necessary repairs for Mr Bowden.