Community Assistance Solution

Offering protection plans to residential customers for a range of lines and systems can generate revenue which can be dedicated to community programs and low-income support, keeping the offer revenue-neutral for the utility and bolstering worthy initiatives. Additionally, all protection plan repair work is performed by licensed, local contractors, including the utility’s preferred trade allies, which helps to support the local economy. HomeServe utility partners also have access to the HomeServe Cares Foundation which offers pro-bono repairs for low-income citizens, support for veterans and funding for community programs.

Customer Story

Family’s Failed Furnace Woes Gets HomeServe Cares Help

Anita I. and her family had to be innovative to survive a winter after experiencing a furnace failure in their Dunbar, West Virginia, home.  

Anita placed small heaters in bedrooms and the living room, but the electric system in the home couldn’t handle any more, leaving other parts of the home, such as the kitchen, unheated during one of the coldest winters in nearly a decade. 

“No matter how I moved them around, there was no power to heat the kitchen,” Anita said.  

More Community Assistance Articles

Protection Plans

Exterior Electric

Covers repair or replacement of exterior high-voltage wiring and components.

Interior Electric

Covers repair or replacement of interior high-voltage wiring and components.

Gas Line

Covers the gas line or primary propane line and appliance connectors inside or outside the home.

Heating / Cooling

Covers repair or replacement of electric, natural gas, or propane water heater.

Heat Pump

Covers repair or replacement of system components and one annual tune-up.

Surge Protection

Covers repair or replacement of electrical products that fail due to an electrical surge.

Water Heater

Covers repair or replacement of electric, natural gas, or propane water heater.

Water Service Line

Covers repair or replacement of a permanently blocked, leaking, or low pressure line that provides fresh water to the home.

Sewer / Septic Line

Covers repair or replacement of a permanently blocked or leaking line that takes wastewater from the home.

Interior Plumbing

Covers unblocking, repair or replacement of interior water service and drainage pipe materials, valves and other plumbing-related material.

Electric Vehicle Charging

Covers reimbursement for malfunctioning Level-2 charger and repair/replacement of interior wiring and components.

Tech Protection

Multi-device coverage for mobile phones, tablets, computers and TVs.

Exterior Electric

Interior Electric

Gas Line

Heating / Cooling

Heat Pump

Surge Protection

Water Heater

Water Service Line

Sewer / Septic Line

Interior Plumbing

Electric Vehicle Charging

Consumer Electronics

Capabilities

Program Development

Anchored by a team that has extensive experience in the insurance and consumer services industries, HomeServe’s program development follows a process that recognizes customer needs, capitalizes on our underwriting depth and knowledge, and marries those needs with our marketing and operational capabilities. This ensures that we are creating comprehensive offerings for our customers, with the optimal balance of coverage and price. This leads to high participation rates and a generous revenue share for our utility partners.

Public Awareness Generation

Prior to launching a home protection program, HomeServe deploys a thorough pre-marketing education campaign. This campaign could include public relations and press releases, bill insert messages and information on the utility’s website. HomeServe has an internal public relations department that proactively engages with local constituents to provide material, clarity and responses to city officials, the media and the public. Additionally, we will train the utility’s call center staff to handle calls about the program and forward customers to HomeServe. We also provide scripts with frequently asked questions and answers about the program to use as a reference.

Multi-Channel Education

HomeServe’s in-house staff of over 75 marketing professionals produces multi-channel educational campaigns and customer communication strategies encompassing direct mail, inserts, website and web advertising, inbound and outbound telemarketing, e-mail, public relations, and social media, that yield outstanding customer participation, retention and customer satisfaction. Leveraging the results of hundreds of tests across dozens of utility partners, and through active partner collaboration, the team produces communications that educate consumers, positively reflect partner brands, drive customer participation, and ultimately lead to demonstrably higher levels of customer satisfaction with your utility.

Contractor Management

HomeServe currently manages over 2,600 independent contractor firms across North America. We have the ability to onboard local contractors, including those within your own established network, as relevant. We leverage trade associations and government registries to ensure relevant criteria are met, including MWBE requirements. Contractors must have a BBB rating of A or higher; positive feedback of 90% or better; and the ability to provide 24/7 emergency service while also meeting all stringent compliance requirements, including valid licensing, bonding and insurance; drug screening and background checks, and willingness to sign our contractor agreement that stipulates performance standards, code of conduct and more. HomeServe employs Regional Operations Managers (ROMs) to ensure all work is performed to our high standards and is compliant with all local codes, regulations and permit requirements. Contractor performance is continually tracked and measured to ensure customer satisfaction.

Marketplace

HomeServe can work with utility partners to integrate home protection products and installation services to broaden marketplace offerings and create a more cohesive customer experience. HomeServe’s expertise in multichannel marketing drives consumers to our products on utility marketplaces, increasing site traffic, visibility, and opportunities for engagement about residential energy efficiency.

Contact Us

Energy Solutions