On 21st February 2015 Park Home Assist was awarded the Gold Trusted Merchant Accreditation by Feefo.

Feefo is arguably the worlds most trusted supplier of ratings and reviews, and Assist is very proud to have achieved this accreditation. In 2015, Assist gained over 400 excellent reviews, with a further 300 reviews being rated as good, yielding an overall score of 98% for the year.

The accreditation recognises the hard-work and excellent customer service that merchants consistently deliver, in the eyes of their genuine customers. In order to receive the accolade of a Gold Trusted Merchant, a business is required to receive 100 replies or more, with an average Service Rating of between 95% and 100%. This is the highest accreditation awarded by Feefo, whilst there are also opportunities to receive a Trusted or Commended Merchant Status.

Park Home Assist is proud of the high standards of service that it has achieved, and can assure all our customers that 2016 will see even high standards achieved along with fantastic products which has benefited from enhanced cover.

With the recent and continuing storms and floods hitting the UK, we would like to reassure our customers that there are measures in place to help you get back on your feet during these difficult times.

Following on from Storms Desmond and Eva, which caused considerable flooding to areas in the north of Britain, Storm Frank has now hit parts of the country and the Environment Agency has issued a further 3 day Flood Risk forecast. (Please click here for updates).

How are we helping and what have we done?

After continuous talks with our Insurer and Claims Administrators over the festive period and have put in place the following to ensure we maintain the very highest levels of claims service during this challenging period:

• Setting up temporary offices in Cumbria.
• Bringing in staff over the Bank Holiday to answer calls.
• Using other UK offices to maximise the number of phone lines available to our customers.
• Bringing in additional Loss Adjusters from overseas offices.
• All customer claims have been acknowledged and if a visit has not yet been made by a Loss Adjuster, a date for a visit has been agreed.
• Daily conference calls with our Claims Administrators, including temporary increases in their Claims Authority limits.
• Instructions to adopt a common sense approach to emergency payments and alternative accommodation, particularly where there could be delays in validating claims.
• Direct contact details of Canopius claims staff provided to short cut any queries.
• Widening the geographical coverage of our Loss Adjusters specialising in park homes, to ensure the right advice is provided to this particular, sometimes vulnerable, customer group.

We understand that this is a difficult time for some of our customers and that there can be a long road to recovery for those unfortunate enough to suffer serious flood damage to their homes. We will continue to support and help our customers to their pre-flood state as best, and as quickly, as we possibly can.

On the 19th June 2015, Park Home Assist celebrated its 10th Birthday. This a fantastic occasion for Park Home Assist and the 15,000 homes we cover nationwide. Park Home Assist was founded in 2005 to give Park Home owners the cover which suited their specific needs. We are proud to be providing cover to so many of you and hope to meet your insurance needs for many years to come.

Since it’s founding, Park Home Assist has always stayed true to the core values. So, why do people choose us?

• Our Park Home insurance Advisors have a comprehensive knowledge of Park Homes
• The extensive cover we provide is backed by our major Lloyd’s insurer
• No call centres, but human beings at the end of the phone
• Family run business with customer service at the forefront of everything we do

The challenge to keep providing the most comprehensive cover and excellent customer experience motivates us to keep innovating and you can be assured that we will always have the customers interested at heart.

Over the past couple of months we have given our customers the opportunity to tell us about their experiences. To do this, we have partnered up with Feefo, The Global Feedback Engine. We are happy to say that our service level is at 98%. We are extremely happy to see that our customers appreciate the knowledge we have on Park Homes as well as our high standards of customer service.

Below is some feedback that we have received recently regarding our Park Home Insurance;

“The service provided by park home assist was excellent. The staff are pleasant and knowledgeable. My queries were dealt with quickly and in easy to understand terms. In all, I am very happy with the service.” 

Feefo is a vital tool for Park Home Assist as it gives us a clear indication of what we are doing right and what we need to make stronger. We look forward to seeing your feedback and would like to thank all of you who have taken the time to do so.

We also receive feedback in many other ways. This particular bit of feedback was obtained after a customer insisted in speaking to management to express his pleasure in dealing with one of advisors, Laura Cowell.

“Re: My telephone call with Laura.
I found your employee to be very efficient and very helpful in explaining what I needed to know. I then proceeded to take out my policy with you and I shall be recommending my friends at Oaklands Park to do business with you. Please thank Laura for being so helpful.
Kind regards to you all
Mike and Lesley Stanley”