Click here to read more about the Customer Reward Scheme so far!
A Customer Reward pilot scheme has been launched by Home Group in three areas across the country.
The aims of the scheme are:
- To empower
- To reward customers
- To support customers
How does it work?
The scheme offers customers incentives and access to training, giving them the ability to fix specific repairs without the need to call the repairs service.
Customers will also undertake improvements to their properties such as:
- Laying new flooring
- Wallpapering and painting rooms
- Improving garden areas
Working in partnership
We have partnered with B&Q to help our customers carry out home improvements.
Customers can sign up to short training sessions in one of B&Q’s training centre stores, learning practical skills such as decorating, basic joinery and general home improvements.
B&Q also provides practical ‘how to’ videos which can be viewed on YouTube. These videos give step by step help and support on a range of small home repairs and improvements.
When they sign up to the scheme, our customers commit to use this support to improve their home.
Property reviews
Working with Hunters Surveyors each property will be reviewed three times during the 12 month period.
This is a simple review lasting approximately 40 minutes, rather than an in-depth survey.
Pilot areas
The Customer Rewards scheme is being piloted in three areas.
Areas were chosen based on the following criteria:
- Location
- Planned maintenance programme.
- Archetype (type of construction).
results so far
Coulby Newham, North East
42 customers have currently signed up to take part in the scheme.
Customers in this pilot will receive B&Q vouchers in advance. £200 will be paid at the beginning of the scheme and an additional £200 paid after six months.
Egremont, North West
This pilot has signed up 64 customers to date.
The first reward of either a £200 B&Q voucher or cash will be issued after six months, followed by a second reward of £200 at 12 months.
Braintree, Essex
Braintree now has 34 customers taking part.
Customers in Braintree will receive a four week rent holiday as their reward. Following customer feedback this will be split between a two week rent holiday in December 2011 and another two weeks in June 2012.
Insurance risk
For insurance purposes customers are required to take out contents insurance and also sign a set of terms and conditions.
We encourage all Home Group customers to take out contents insurance and this rewards scheme supports them in doing so.
Our insurance risk is reduced further by ensuring that the terms and conditions specify the type of repairs which can be undertaken and also by offering training through our partnership with B&Q.
Lessons learned so far
As with any pilot we will learn key lessons along the way.
Find out more;
If you have any questions about the scheme you can email us at customerrewards@homegroup.org.uk