When a contractor arrives at a customer’s door following a home emergency or property repair claim, they represent more than their trade. They represent our clients. They represent us.
Built on the right foundations
Managing and restoring properties across the UK requires a contractor network built to a professional standard as well as a technical one.
Before a contractor joins our network, they complete a comprehensive onboarding process. Every contractor is fully accredited and DBS checked, and gas engineers hold Gas Safe registration and must complete a mandatory gas safety exam.
That foundation is what allows us to place the right people in front of customers consistently.
Deploying the right contractor from the outset
The nearest contractor isn’t always the right one for the job. Every claim is triaged through axis, our proprietary claims management platform, before anyone is deployed. axis draws on digital assessment and the judgement of our operational team to match each job to the right trade and skill set, then identify the most suited contractor in our network.
The person who arrives is suited to the work, not just available for it. Clients get confidence in how their claims are being handled. Customers get the right person at their door.
The standards we expect
Accreditation covers the technical side. Our contractors are also expected to work to the same values we do: Trust, Care and Respect.
They communicate clearly, with us and with customers, and they recognise that arriving at someone’s home during a disruptive or stressful situation carries a responsibility beyond the repair itself. Customers should feel confident in how the job’s been handled, not just that it’s done.
That expectation holds across every job, from home emergencies to complex property repairs and reinstatement.
Measuring what matters
A network of 650+ engineers means performance has to be tracked, not assumed. Our contractors maintain an average NPS of +67, measured consistently across the network.
Clients have full visibility of how their claims are being handled through axis, in real time. Our national reach supports fast deployment, and because standards are consistent across the network, they know what they’re getting wherever a claim lands.
Network quality is a client issue
What happens at a customer’s door reflects on our clients, not just on us. A contractor who isn’t right for the job, in skill or conduct, creates a problem the client inherits.
That’s why we treat network quality as a core part of claims handling, not a separate function, and it’s how we protect the customers our clients trust us with.
To find out how preferred can support your claims operation, speak to our team.
