As preferred marks its 15th anniversary, I’ve been able to reflect on what an incredible journey it’s been so far.
When we first started out, the industry looked very different. Over the years, we’ve seen enormous change, shaped by advances in technology, evolving customer expectations and the challenges that come with a fast-moving marketplace. What’s remained a constant, however, is our determination to adapt, innovate and stay true to our values.
From the very beginning, our vision has been underpinned by three simple principles: Trust, Care and Respect. These values guide every decision we make and every interaction we have, whether with our clients, customers or each other. They’ve helped us build a business that’s not only successful but also resilient, collaborative and forward-thinking. Guided by these principles, we’ve never been afraid to challenge convention or do things differently. As a result, we’ve become a true disruptor in the industry, introducing new ways of working, embracing technology early and setting market-leading standards for service and delivery.
Our greatest strength lies in our people. We’ve developed a highly trusted, dedicated team who share a genuine commitment to ‘doing things right’ and we’ve worked hard to create an inclusive environment where everyone’s opinion matters and ideas are encouraged. This openness has been key to our growth and innovation, helping us find new ways of working and driving continuous service improvements for our clients and customers. Our market-leading NPS and industry-defining complaint levels are testament to the dedication of our team’s focus on quality and care, from call handlers to complaints managers, developers to directors. As we look ahead, we’ll continue to build on this foundation to deliver outstanding results and lasting relationships.
A key focus for us has been our ongoing investment in digital transformation, no more so than via axis, our cloud-connected platform and suite of always-on portals. Built and fully maintained by our in-house development team, axis is at the heart of our business. As a proprietary system, we’re hugely proud of its flexibility and reliability, as well as its unique capacity to create bespoke digital solutions tailored to the needs of our clients. axis provides clients customers, suppliers and staff with real-time 24/7 access to every stage of the repair journey as well as centralised storage of compliance information, performance reporting and more.
Our claims and repair management processes are now more connected, transparent and efficient than ever before. We’ve embraced technology not for its own sake, but because it allows us to improve the experience for clients, customers and suppliers alike. By streamlining communication, enhancing data insights and reducing friction across the journey, we’ve been able to deliver a faster, smarter and more responsive service. At the same time, our experience has enabled us to keep empathy and support at the heart of claims and repairs automation, ensuring that our technology enhances rather than replaces the human connection. Every digital service we provide is backed by real human expertise.
15 years on, we’re proud to be working with the UK’s leading insurance brands and housing providers to deliver a full spectrum of services, including home emergency claims management, property repairs, direct delivery engineers and compliance solutions. This evolution has come through listening to our clients, understanding their challenges and continually finding new ways to add value.
Here’s to the next chapter, and to the people, technology and innovation that will continue to define us. The landscape will keep evolving, but our commitment to continuous improvement will ensure that preferred remains at the forefront of our industry. I’m excited to see what the future holds and truly grateful to everyone who’s been part of our journey so far.
Tony Morrison, CEO
