COMMISSION SUMMARY AGENDA CATEGORY: Other …...COMMISSION SUMMARY AGENDA CATEGORY: Other Reports...
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COMMISSION SUMMARY
AGENDA CATEGORY: Other Reports
ITEM NUMBER: 3.B. Customer Relations DATE: September 21, 2016
SUBJECT
HomeServe USA Status Report and Update
SUMMARY SPECIAL COMMENTS
The purpose for this agenda item is to brief Commissioners, employees, and the public on the status of the agreement with HomeServe USA including program information, costs, current enrollment numbers, challenges, and next steps. The briefing will also include an overview of other Customer programs including the Water Fund and Customer Assistance Program.
CONTRACT NO./ REFERENCE NO. N/A
COSTS
N/A
AMENDMENT/ CHANGE ORDER NO. AMOUNT
N/A
MBE PARTICIPATION N/A
PRIOR STAFF/ COMMITTEE REVIEW PRIOR STAFF/ COMMITTEE APPROVALS
Monica Johnson, Deputy General Manager, Strategic Partnerships
Crystal Knight-Lee, Chief of Customer Relations
RECOMMENDATION TO COMMISSION
N/A
COMMISSION ACTION
Agenda Item For Informational Purposes Only
Crystal Knight-Lee Chief of Customer Relations
September 21, 2016
Commission Briefing
HomeServe USA is a leading
provider of home pipe repair
solutions, offering optional
water and sewer service line
protection plans to WSSC
customers who own homes.
Affordable service plans that
protect home owners from:
High cost & inconvenience
of home repair emergencies
Water or sewer service line
leaks
In-home plumbing or
drainage issues
Many Customers are surprised when they learn a leaking water
service line or a sewer backup on their property is their
responsibility to fix.
Customer is Responsible
Homeowners are
responsible for
water and sewer
lines on their
property!
Many homeowners are unaware
that these types of repairs may not
be covered by basic homeowner’s
insurance policies, leaving them to
shoulder the costs
We recognized that one way to address this gap was to
work with a third-party to offer an optional service
program to protect our Customers from the cost and
inconvenience of repairs
Exterior Water Line
Coverage for $3.99
per month
Sewer/Septic Line
Coverage for $5.49
per month
Interior Plumbing &
Drainage System
Coverage for $9.99
per month
Bundled Exterior Line
Coverage for $5.99
per month
Homeowners contact
• Phone: 24/7 Repair Hotline 1-844-713-7208
• Email: www.HomeServeUSA.com/WSSC
A Repair Specialist assesses the issue and dispatches a
local, licensed and insured contractor
The contractor promptly calls the customer to arrange an
appointment
The contractor performs the repair and bills
HomeServe
Announced to Customers: July 25, 2016
23,314 Customers have enrolled in the
program*
• Call center enrollments – 7,727
• Online – 4,001
• Direct mail – 11,586
*Data as of 9/7/16
HomeServe has set up a special
hardship fund to help eligible,
financially-limited WSSC customers pay
for emergency repair costs, when they
own their home but cannot afford to
purchase a service plan.
Public Reaction
Marketing
Water Fund Helps residential customers who are experiencing financial
hardship pay delinquent water and sewer bills
Customer Assistance Program (CAP) Provides a partial credit for low-income residential
customers; CAP provides relief for the two components of
the Ready-to-Serve Charge