NHBC is the leading home warranty and insurance provider for new homes in the UK. They wanted to simplify their processes and find ways to deliver a quicker, more efficient, and enhanced service to their customers.

Gobeyond Partners were brought in to support this change programme, identifying, prioritising and implementing improvements.

We worked collaboratively with NHBC colleagues to deliver change. Solutions have been diverse, ranging from process improvements, new organisation designs, and low code technology solutions.

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, and a transformation hub run by NHBC colleagues ensures the change is sustained.

The Awards are presented to a consulting firm and their client to recognise the value of consulting and celebrate clients and consultants working in partnership. All finalist entries will be interviewed by an independent panel of judges in the coming weeks, with winners announced at an awards ceremony on 23rd April.