News du 14 December 2018
Saur and HomeServe agree a five-year partnership to provide repair services for consumers’ own water systems
Saur and HomeServe agree a five-year partnership to offer consumers a new range of assistance solutions for repairs to their own domestic water systems.
Despite the fact that more than half of all French households have suffered a water leak or drain blockage during the last five years(1), and fear water leaks in the home(2), 52% say that they are still unclear about their responsibilities and rights in terms of their own domestic water systems and pipes(3). To be clear, the water service makes a natural distinction between the public domain (before the meter) and the private domain (after the meter), the individual water meter marking the boundary between the two.
Frequently approached on these issues by its consumer customers, Saur wants to a scheme that provides a practical response to their need for assistance when problems occur with the domestic water systems of their houses or apartments. To ensure that its consumers receive the best-possible quality of service, Saur has opted to base its new service on the expertise and skills of HomeServe, the specialist home assistance provider with a track record of more than 17 years in France.
HomeServe has more than 1 million customers in France, a network of more than 3,000 tradesmen throughout the country providing help and home emergency repair services, and has just won the 2019 Customer Service of the Year* award for the third consecutive year.
HomeServe has designed four service packages for Saur to cover every type of domestic plumbing problem:
1. Home leak repair assistance, which includes locating and repairing water leaks inside and outside the home.
2. Apartment Plumbing Assistance, which includes repairing leaks on water supply and wastewater drainage pipes, and unblocking drains within the apartment.
3. The House Tenant Pack, which provides plumbing and electrical assistance services designed to cover the indoor and outdoor responsibilities of house tenants.
4. The Apartment Tenant Pack, which provides plumbing and electrical assistance services designed to cover the indoor responsibilities of apartment tenants. Lastly, HomeServe also offers homeowners and tenants an additional integrated or optional cover that will refund them the cost of any additional water consumption resulting from a leak (up to one year’s consumption)**.
Guillaume Huser, CEO of HomeServe France: “We’re extremely proud to be working alongside one of the largest stakeholders in the French water market on the strategic launch of home assistance services. Helping consumers by offering them the full spectrum of our expertise in managing emergency repairs to their domestic water systems marks a major new step for HomeServe, and one which recognises not only our expertise in home assistance and emergency repairs, but also our ambition to be France’s leading trusted partner for home repairs and improvements”.
Louis-Roch Burgard, Executive Chairman of Saur: “Consumer satisfaction is a major commitment that runs through all our specialist services. The partnership with HomeServe is another effective response to this requirement, and marks the beginning of the process of developing new consumer-focused services”.
* Home Services Category – BVA Group survey – Viséo CI – May to July 2018 – More information at escda.fr
** After deduction of any portion of excess water consumption whose cost is met by the drinking water service under the terms of the Warsmann Law
(1) The ‘Home Problems’ survey conducted by CSA on behalf of HomeServe – February 2018
(2) CSA survey conducted behalf of HomeServe among a representative sample of the French population: survey of 1,210 French residents aged 18+ owning or renting their principal residence conducted online between 25 September and 1 October 2018.
(3) CSA survey conducted on behalf of HomeServe among a representative sample of the French population: survey of 1,210 French residents aged 18+ owning or renting their principal residence conducted online between 25 September and 1 October 2018.