Lead Line Solution
HomeServe offers a fully administered solution for municipalities receiving federal funding for large-scale lead water service line replacements which includes consumer communications, customer service, appointment setting and contractor management.
HomeServe’s optional private water service line plan includes full replacement of lead lines, further contributing to the abatement of lead lines in a municipality.
Protection Plans Include:
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.
Water Service Line
Sewer / Septic Line
Interior Plumbing
Customer Story
HomeServe and M.U.D. Help Family Replace Lead Water Line
Danielle W. of Omaha was headed home on a weekday afternoon after work with her children when she turned onto her street and saw there had been a substantial change from when her family had left that morning – the street had been dug up.
“We hadn’t had a problem (with water service),” she said. “We came home on a Tuesday night and the street was dug up and there was a note on the door that the water had been turned off and wouldn’t be turned back on.”
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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.
Program Administration
Implementing and managing an effective home protection plan program requires considerable investment, additional technologies and dedicated resources. With HomeServe you and your customers gain access to our best-in-class expertise in every aspect of program management and service delivery—extensive educational marketing resources; order fulfillment and billing infrastructure; award-winning, U.S.-based 640+-seat service center, and a local network of rigorously vetted contractor firms across various trades available to serve your customers. In effect you maintain control over the program with an expert partner—while also receiving program royalty revenue.
