The National House Building Council (NHBC) is the leading home warranty and insurance provider for new homes in the UK; their core purpose is to support the industry to deliver high-quality homes and protect homeowners with a ten year Buildmark warranty.
Whilst they enjoy a market leading position, with their warranty covering c.80% of new homes, NHBC wanted to simplify their processes and find ways to deliver a quicker, more efficient, and enhanced service to their customers. Their customers include both developers building new homes, and warranty holders seeking help to resolve issues with their new homes.
Gobeyond Partners were brought in to support the Simplify programme; to lead, train and work with NHBC teams to identify, prioritise and implement improvements.
Solutions have been diverse, ranging from process improvements, new organisation designs, and low code technology solutions. The rapid success of early programmes has created a ‘buzz’ around transformation and an internal demand for change. Colleagues from NHBC have been upskilled through secondments, job shadowing, formal training and ownership of tactical improvement projects, which has created both the capability and engagement needed for large-scale change. Provision has been made to support ongoing improvement, with the creation of formal roles and structures, including a Transformation Lead role and a Transformation Hub.
This project has exceeded its original target and set records for customer service, with an all-time high percentage of claims resolved within six months, and a record low of outstanding issues. Homeowners can now get their claims resolved quicker than ever before, with a streamlined process collecting better information at the first point of contact, and providing frequent progress updates.
More than just these improvements, NHBC now has independent capability within the business to deliver ongoing improvements which will positively impact the experience of homeowners and developer customers across the UK.
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