Managing Director of the Year Awards 2023

45 | Managing Director of the Year 2023 Mar23157 New Homes Customer Care is improving customer satisfaction scores across the UK new homes sector by providing residents with world class customer care, inspection, and repair services fuelled by the latest technology. We find out more from MD, James Bush. New Homes Customer Care (NHCC) specialises in providing end-to-end customer care services to new home builders across the UK, including the use of bespoke software designed to meet the unique needs of housebuilder customer care. Building on over 20 years of experience in the building repair and new home warranty sectors, NHCC partners with new homebuilders, build to rent specialists, and registered providers of social housing to provide a full range of customer care solutions and services including: outsourced customer care; prehandover inspections; inspections and surveying; investigations and repairs; major remedial works; project management; 24/7 home emergency service; telephony and email management; bespoke software; removals and storage; alternative accommodation; one-off complex repairs; warranty provider liaison; and cavity barrier inspections. Currently, clients include some big names in the housebuilding space, including Barratt Homes (including David Wilson Homes), Persimmon Homes (including Charles Church), Redrow Homes, Crest Nicholson, L&Q, Sage Housing, Elan Homes, Castle Green Homes, HUB Group as well as a growing number of SME businesses. With core values centred around excellent communication, honesty, and integrity, flexibility and compassionate, NHCC strives to always ensure that the customer is its number one priority. “Our approach is to provide a stress-free customer care service to housebuilders, developers, and their customers that helps them build and sustain a positive reputation for delivering high quality homes to discerning home buyers,” explains James Bush, the firm’s Managing Director. “New home purchasers quite rightly have high expectations of their new home and of the service they will receive from home builders once they move in. NHCC was incepted with the objective of helping home builders change the current negative perceptions new home buyers have of the UK home building industry and its approach to customer satisfaction.” NHCC’s bespoke customer care software fully supports its solution. Based around mobile field technology (Scoper) and a central workflow system (Reflex) it ensures all data and activity is captured and managed effectively. Scoper, a mobile scoping and works scheduling app, can be adapted to suit the type of inspection/ survey being carried out by focusing on the various stages required and incorporating important aspects such as detailed descriptions with annotated photographs, multiple choice question and answer sections and customer feedback on the services received. Furthermore, within the software, NHCC has developed a unique surveying tool which helps support housebuilders with their cavity barrier inspections. The workflow system, Reflex 360, is a webbased software enabling all aspects of a customer care case to be recorded, costed, reported on, and retained. This pioneering software gives complete transparency of works to the homeowner, contractors, and developers, and is available for housebuilders and developers for lease on the App Store. With a proven background as a successful MD in the insurance industry, James decided to step away from big corporations in 2018 when he set up NHCC from scratch, shortly after winning the IoD award for New Start Up in 2020. He describes his leadership style “consultative, inclusive, and coaching” always trying to lead by example by keeping his vision simple, achievable and ensuring that all people and strategy are aligned to the objectives. “We communicate the clear vision and continually review our progress towards it as a management team and with the wider team, celebrating our successes and learning from mistakes along the way,” he continues. “You need to be resilient, flexible, utterly determined, and surround yourself by excellent people who share your vision for success.” And it seems that James has got it right as NHCC is consistently providing real solutions for the industry and has experienced rapid development since inception. Today, after just five years in business, it holds a World Class NPS score of 95 for 3,000+ jobs completed in occupied homes, has a 100% success rate on identification of root cause, holds an average duration from initial investigation to completion of less than 30 days, and its pre-handover inspections have been proven to reduce defects by over 75%. Furthermore, in recognition of his dedication and hard work in leading the firm to success, James was recently named Best New Home Consumer Care MD 2023 in the Managing Director of the Year Awards 2023. Now, the future looks bright as James has plans to continue to grow the team and service portfolio to broaden NHCC’s client base further and to continue to help the UK new homes sector deliver on the requirements of the New Homes Ombudsman and New Homes Quality Code. “We make it our priority to ensure we get it right first time for the benefit of the customers, which will encourage and influence others in the industry to follow this method,” James enthuses. “We are successfully working with 7/10 of the largest homebuilders, largest housing associations and a number of buildto-rent specialists throughout the UK. We have completed projects ranging from a few hundred pounds to hundreds of thousands of pounds, showing our flexible services suit the needs of any homebuilder or developer.” Contact Details Contact: James Bush Company: New Homes Customer Care Ltd Web Address: Best New Home Consumer Care MD 2023: James Bush