LET EMERGENCY RESCUE
HOW CAN YOU LOOK AFTER OLI?
Oli had a small portfolio of residential properties that he let and managed privately. Following an inheritance from his grandad, he was able to finance the purchase of three one bed apartments. They were in a good location, and he was lucky to find reliable tenants, quickly.
One morning, as Oli was preparing to fly out on a family holiday, he received a call from one of the tenants. They had no heating in the flat. They had tried to work out what had happened but were unable to find the issue.
Oli was not going to be able to visit the tenant to try and find out what was wrong. Also, if he could not fix the issue, he would have to spend time on the phone trying to arrange an engineer to visit and then waiting for them to attend the property. His tenant had a baby, and he did not want to leave them without heating while he was away.
Landlords are legally obliged to have heating and hot water installations in proper working order. With boiler problems as one of the most common problems experienced by UK landlords, the legal position and strengthened tenant rights, fixing these kinds of issues are an imperative. For Oli, dealing with his tenant’s problem was more than just meeting a legal requirement, it was an important part of their relationship.
SUPPORTING CUSTOMERS LIKE OLI
Fortunately, Oli had access to Addept Insurance Let Emergency Rescue protection as part of his Landlord Insurance package. He was able to arrange for his tenant to use Let Emergency Rescue’s online portal to start a claim – the solution allows a landlord’s tenant to use the service where the landlord provides access details. This meant Oli did not have to visit the property or spend time on the phone hoping the heating could be fixed. Once logged, the claim was triaged as an emergency and an engineer had video call with Oli’s tenants.
The engineer was able to identify the problem remotely and guided the tenant through the heating system’s reset process and got it started, no delays and waiting for an engineer’s visit. Let Emergency Rescue provided Oli with the certainty that his tenant would have the problem fixed with the minimum of fuss and delays.
Let Emergency Rescue is a digital-first solution using online service tools supporting your landlord customers, reducing unnecessary frustration, improving customer experience, and delivering a more valuable product that meets their needs.
Where a fix cannot be achieved using a video call, an engineer visit will be arranged. The information from the call can provide a diagnosis and identification of the parts required, enabling the subsequent onsite visit to achieve a first-time fix.
Addept Insurance’s Let Emergency Rescue provides tailored solutions to meet the specific needs of your landlord customers.
The solution provides your customer with access to a specialist contractor for emergency repairs relating to failure of or damage to:
Plumbing and drainage
Internal electrical
Gas and water supply
Primary heating system breakdown
External window and doors locks
Pest infestation
Cover is also provided for the costs of emergency overnight accommodation and alternative heating, if necessary.
Access to 24/7 claims reporting online portal and emergency helpline service.
Cover is provided as an add-on or embedded solution.
Innovative solutions to address loss of Wi-Fi, EV charging station issues and alternative heat source issues are being developed.
Addept Insurance also provides Home Emergency Rescue providing your home insurance customers with access to specialist contractor support.