News article image - going the extra mile

Park Home Assist Insurance go the extra mile…

Park Home Assist are one of the UK’s leading providers of park home insurance.  All of our insurance products and services are designed with park home owners in mind and you will not find a company with a better understanding of park home living.

We’re always looking for ways to help our customers and we’re pleased to have our own in house Senior Claims Coordinator, who really takes the hassle out of insurance claims for some of our customers and will always go the extra mile.

Most recently, a 94-year-old policy holder put a claim in for her park home and the claims company were asking for the normal documents for this lady to substantiate her claim.  This is easy for some, however this could prove difficult for our client and this is where our team member Tina stepped in.  This is all happening behind the scenes and although the customer is completely unaware of it, Tina requested that the claims company collect the information, rather than the 94-year-old customer having to do it herself.   To make this claim easier, we are liaising with the claims company to collect the relevant information, direct from the contractor.  This includes things such as: reports, cause of damage pictures and invoices for the claim.

Personalised Service

We personalise the service we offer to each customer, which sometimes is above and beyond what we need to do, but we firmly believe this all adds to our uniqueness.  We treat each client as an individual and this is evident by the reviews we receive from our clients on a daily basis.  Don’t just take our word for it, have a look at our testimonials, to see what our customers say about us.  Just recently we’ve been awarded a Feefo Gold Trusted Service Award, which recognises excellent customer service.  This is collected by genuine ratings and reviews from our customers, which is a true reflection of our commitment to outstanding customer services.  You can read the full story here.

If your park home insurance is coming up for renewal, and you want to be treated like an individual, with a company who truly understands park homes, give us a call on 0800 988 0900.   We’d be delighted to hear from you.

To stay up to date with our insurance services and offers, you can follow us on Twitter, Facebook and LinkedIn.

PHA Feefo and Award
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Park Home Assist Awarded Feefo Gold Trusted Service Award 2018

We’re proud to report that Park Home Assist has been awarded a Feefo Gold Trusted Service Award 2018 to recognise the excellent customer service that we provide to our park home insurance policyholders.

Park Home Assist is one of the UK’s leading insurers of park homes, leisure homes and holiday lodges. As specialists in the leisure industry, and with over 28,000 policyholders, our extensive experience in dealing with park homes means that we understand your needs.  With a dedicated in-house team, instead of a call centre, you know you’ll be speaking to a knowledgeable adviser.

The Feefo award is an independent seal of excellence, which is only awarded to businesses that use Feefo, to collect genuine ratings and reviews. The standard is measured by the number of reviews we have collected and their average rating. Between 1 January and 31 December 2017, Park Home Assist met the criteria of collecting at least 50 reviews with a Feefo rating of between 4.5 and 5.0. As all reviews are verified as genuine, the accreditation is a true reflection of our commitment to outstanding customer service.

Steve Leech, Director at Park Home Assist said: “Over the last 13 years, we have built our business on a firm commitment to providing the best possible customer service and excellent value for money. Many of our park home and holiday lodge insurance policyholders recommend us to their friends and neighbours, and we are very grateful that they take the time to review our services using Feefo.”

Speaking on this year’s award, Andrew Mabbutt, CEO at Feefo, commented: “The Trusted Service Award has always been about recognising those companies that go the extra mile. Once again, we have seen many incredible businesses using Feefo to its full potential, to provide truly memorable experiences for their customers – and rightly being awarded with our most prestigious accreditation. I look forward to the continual success of the businesses that work in partnership with Feefo throughout 2018.”

Everyone in the office is delighted with the Feefo award and we’d love to help you save money on your park home insurance renewal while providing you with excellent customer service.  So give us a call on 01604 946 796.

Explore our website for more information on park home insurance and holiday lodge insurance .

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Tips for barbecuing safely this summer

With the hot weather set to continue along with the light evenings, the barbecue season is definitely here. While this can be a great occasion for spending time with your family and friends, take care to avoid any accidents and reduce your fire risks.

Below are tips to help you enjoy your barbecues safely this summer.

Do

  • Barbecue at least 10 feet away from your (or your neighbour’s) park home or holiday lodge
  • Ensure children and pets are kept away from the cooking area
  • Keep the barbecue on a flat surface
  • Keep a watering can, fire extinguisher or sand close by
  • Use long tools to barbecue in order to keep hands and clothes away
  • Check for any cracks on the hose attached to the cylinder of a gas barbecue
  • Dispose of ash carefully and after it has fully cooled
  • Ensure the barbecue has cooled down before moving it
  • Check the rules of your holiday park or residential park

Don’t:

  • Leave the barbecue unattended
  • Barbecue indoors
  • Use a barbecue inside any structure that could catch fire i.e. a gazebo or tent
  • Ignite the barbecue’s fire with petrol or lighter fuel squeezed from a bottle
  • Overload your grill with food – too much fat dripping onto the flames can cause a flare-up
  • Turn on the gas while your grill lid is closed as it can cause gas to build up inside your grill
  • Drink too much alcohol – keep a clear head if you’re in charge of barbecuing

If you are unsure of what cover you have in place for fire risks, please check your insurance policy document or give us a call.

Keep these tips in mind, be safe and enjoy barbecuing this summer.

Park Home Insurance Claims Thanks

It’s great to be appreciated

Tina, (our Park Home Claims Controller) got a pleasant surprise from one of our policyholders, a big bouquet of flowers from a client who has been with us since 2016 insuring both her park home and her boiler with us. In the recent big chill, our 79 years young client (who lives on her own) found herself with no boiler, no heating and no hot water, and a very cold evening rapidly approaching.

Tina, and her repair team, pulled out all the stops to make sure the boiler was up and running before the night set in.

Our highly appreciative client was ‘over the moon’ from the service she received and Tina kept in contact throughout the process to make sure that the boiler was up and running.

Tina says ‘its part of my job to make sure things happen, but to receive a bouquet of flowers from an appreciative client, makes all the difference. I will endeavor to make sure that our clients continue to receive our award-winning service, after all that’s what our clients pay for.’

Whilst Park Home Assist Insurance Services endeavor to provide the very best cover at a competitive premium, it is when the ‘chips are down’ and a claim is made where we rise above all our competitors, which is why we are the only Park Home Insurance Company with an award-winning claims service.

Well done Tina!!

Insurance Times Award 2017

Specialist Leisure Insurer, Park Home Assist Nominated For Two Insurance Times Awards

Following their success at the Insurance Times Claims awards, where they took the award for Customer Care Initiative of the year, Northampton based insurer, Park Home Assist, have been nominated for two further awards in the Insurance Times 2017 awards.

Park Home Assist and their partners Sompo Canopius and the Davies Group have been nominated for the Insurance Times ‘Customer Champion of the Year’ and ‘Insurer Claims Initiative of the Year’ awards.

The Insurance Times Awards are the top industry awards with past winners including household names such as Zurich and Aviva. The winners will be announced on 7 December at a Black-Tie dinner in London.

‘When we launched 12 years ago, we took the conscious decision to put our customers at the heart of everything we do,’ states Steve Leech, Director at Park Home Assist, ‘to be nominated for Customer Champion of the Year alongside the likes of Aviva, Ecclesiastical and Zurich is a huge honour and clearly demonstrates that we have been true to our values.’

‘We’re delighted that our claims team has been nominated again following their success at the Claims Awards earlier in the year,’ continues his wife and partner, Claire Leech, ‘looking after our customers when they need us most is very important to me and my team.’

Park Home Assist is a family-run business and was established 12 years ago. They have grown to become one of the leading providers of insurance to the Leisure industry. They established their business as specialists for residential park home owners. As Assist Insurance services, they now also provide cover for static and touring caravans, boats and holiday homes.

For more information, please contact Steve Leech at Park Home Assist on 01604 946 796.

Park Home Assist Insurance Services is a part of Assist Insurance Services Ltd, Royal House, Queenswood, Newport Pagnell Road West, Northampton NN4 7JJ. Assist Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority under register number 435530 for Insurance Mediation and as a Credit Broker.

Assist Insurance Services specialises in providing cover for people who enjoy the Park Home lifestyle. Our policies are designed to cover park homes, holiday lodges, static caravans, holiday homes, motor homes, touring caravans and park homeowners’ cars.

Insurance Times Award Winners

Park Home Assist wins top insurance claims award

Insurance Times have announced the winners of this year’s Claims Excellence Awards and Park Home Assist, the specialist Park Home insurer have scooped the top award for their 2016 customer care initiative.

‘We are so proud of our claims team,’ says Claire Leech, Director at the family run firm. ‘When we were nominated that felt like such a great pat on the back. To actually win the award just goes to show that our approach of sticking to traditional service values is the right thing to do.’

‘Offering competitive premiums is important, but if this isn’t backed up with a solid Claims team, then customers risk being disappointed when they need great service most,’ adds her husband, Steve Leech.

‘We’ve built our business on traditional values over the last 12 years, we don’t have a large call centre, we prefer that our customers get straight through to someone who can look after their needs straightaway.’

This approach is working well for Park Home Assist who now insure 1 in 5 Park Homes in the UK and the business is growing.

For more information, please contact Steve Leech at Park Home Assist on 01604 946 796.

Park Home Assist Insurance Services is a part of Assist Insurance Services Ltd, Royal House, Queenswood, Newport Pagnell Road West, Northampton NN4 7JJ. Assist Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority under register number 435530 for Insurance Mediation and as a Credit Broker.

Assist Insurance Services specialises in providing cover for people who enjoy the Park Home lifestyle. Our policies are designed to cover park homes, holiday lodges, static caravans, holiday homes, motor homes, touring caravans and park homeowners’ cars.

Insurance Times Finalist badge

Specialist insurer, Park Home Assist shortlisted for national customer care award

The Insurance Times Claims Excellence awards 2017 shortlist has been drawn up, and Park Home Assist have made the grade thanks to their recent customer care initiative.

‘Our customers are at the heart of everything we do,’ states Claire Leech, Director at the family run insurer. ‘We believe in providing good old-fashioned service for all our customers, we always go the extra mile.’

Park Home Assist has been providing specialist cover for anyone who enjoys the park home lifestyle for over 12 years, and are now proud to cover 1 in 5 park homes in the UK. In addition to Park Homes, we also insure Caravans, Holiday Homes, and Boats, and now have over 24,000 policyholders across the UK. ‘When we started out 12 years ago, our aim was to grow our business in such a way that we could be sure of delivering great service and competitive cover. We still hold true to these values. Our staff really care about our individual policyholders and will take time to really understand the issues involved with each claim. We also have great relationships with the manufacturers which means we know who to call to get the claims settled and our customers’ homes repaired to the highest standards.’

‘The company is still growing, we are currently on the lookout for staff to join our sales team. We like our staff to spend time listening to our customers, we find that this helps build a loyal customer base who are happy to stay with us for many years.’ ‘We know our customers appreciate what we do for them, we get a lot of our business through referrals from friends and neighbours. This tells us we are doing a great job.’

‘But to be given this recognition by the Insurance Times, the leading publication in the general insurance market is amazing. We are up against some major household names which is a huge thumbs up for our hard working claims team.’

The awards ceremony takes place on 18th May at the London Hilton Bankside.

If you are interested in working for Park Home Assist send your c.v. with a covering email to steve.leech@parkhomeassist.co.uk For more information, please contact Steve Leech at Park Home Assist on 01604 946 784.

Park Home Assist Insurance Services is a part of Assist Insurance Services Ltd, Royal House, Queenswood, Newport Pagnell Road West, Northampton NN4 7JJ. Assist Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority under register number 435530 for Insurance Mediation and as a Credit Broker.

Assist Insurance Services specialises in providing cover for people who enjoy the Park Home lifestyle. Our policies are designed to cover park homes, holiday lodges, static caravans, holiday homes, motor homes, touring caravans and park homeowners’ cars.

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Residents evacuated from Mill on the Mole residential park in South Molton after flooding

A major incident was declared by Devon and Cornwall Police in the early hours of this morning, following flooding at the Mill on the Mole residential park in South Molton.

Heavier than expected rain passed through the area from 5pm last night, causing the River Mole to flood and sending deep and fast flowing water through the site.

It has been reported that, at times, the water was up to four feet deep.

Police, Devon and Somerset Fire and Rescue Service, coastguard teams from Falmouth, Lynmouth and Bideford, district and County Council staff and the Environment Agency all worked together to ensure the safety of the residents and to evacuate some of them.

By 5.50am the rain had stopped and the flood subsided very rapidly, leaving water on the site only ankle deep. No more residents have been evacuated and those that were are returning to their homes. Nobody was injured due to the flooding incident.

Coastguard duty controller Dai Jones said: “The police contacted us around 5am to ask for the extra assistance. Our Coastguard Rescue Teams have expertise in water rescue which means we can provide extra help in these kind of flooding incidents.”

People evacuated from the chalets and otherwise affected by the flooding were looked after at a reception centre set up at South Molton Community College, which has now closed.

Police advise that there are several road closures in the area and in other areas of North Devon, and members of the public are urged not to drive through flooded roads and to take extra care because of the risk of debris brought down into roads by high winds.

We are looking into the further reports and will have more information up as and when. Read more at http://www.northdevonjournal.co.uk/8203-residents-evacuated-from-mill-on-the-mole-residential-park-in-south-molton-after-flooding/story-29919164-detail/story.html#XXfsFTwC67HDQmsw.99

Reference: North Devon Journal. 2016. Residents evacuated from Mill on the Mole residential park in South Molton after flooding. [ONLINE] Available at: http://www.northdevonjournal.co.uk/8203-residents-evacuated-from-mill-on-the-mole-residential-park-in-south-molton-after-flooding/story-29919164-detail/story.html#XXfsFTwC67HDQmsw.99. [Accessed 21 November 2016].

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The Importance Of Maintaining Your Park Home (Part 2)

We all concentrate on the look of our homes when carrying out the maintenance, such as painting the outside, clearing the guttering, wiping down our UPVC windows and doors, but one of the most critical elements of maintaining a park home is the underneath. If that fails then this could cause significant damage to your home.

In most cases regarding park homes the concrete base is the responsibility of your park owner, however the tripod jacks that your home sits on (if you are lucky to have jacks and not wood blocks, or concrete bricks) are one of the most critical elements to the structural integrity of your home.

If you are unfortunate to have a support like this under your park home (this was a home we were asked to provide finance on, when we provided Park Home Finance), then you really need to get this changed As Soon As Possible. The problem with wooden supports is that they rot, they can be flexible and in this particular case they will transfer damp from the ground and into the floor joist.
When this support fails, so will the floor drop, and if the support has transferred moisture into the floor joist, that too can fail.

This is better than the wooden support shown above, and at least it is supporting the chassis rather than the floor-joist in the above

picture. They don’t look like the most stable of bricks and stone and the likelihood that this support is millimetre perfect is highly unlikely meaning that either there is a gap between the top brick and the chassis meaning the chassis is flexing and probably knocking, or the chassis was forced onto the bricks which means it might not be straight. It is sad to see however that whoever sited this home obviously scoured the park to find suitable stones, rather than was prepared for the homes arrival.

OK, so here we nearly have the correct jacks in place, but as can be seen they have not survived through time, and are heavily corroded and could fail at any time, resulting in the home dropping significantly, likely to cause significant damage to the chassis and the internals of the home. It is worth pointing out that should this happen, any damage would not be covered by a Park Home Insurance policy as this is a lack of maintenance issue and not an insured event on a Park Home Insurance Policy. Do your jacks look like these?

So what happens when the support to a Park Home Fails?

The photos here show the consequences of the supports failing under the home. It is possible that only one support will fail, but at the same time the weight of the home will be forced onto other supports, or onto the brick skirt, as shown in these photographs.

The floor in the inside of the home will become un-even and for those not confident or sure on their feet could end up tripping over the un-even floor and cause themselves a personal injury.

For those of you who own twin units, it is possible that one half will drop, but the other stay in-situ, resulting in the chassis twisting or cracking at the point where the two halves are bolted together. This will then further affect the internals of your home with large cracks to the walls and ceilings and where they meet also.

To resolve the matter, the brick skirt will need to be removed, and the home jacked up again (assuming that the chassis isn’t damaged as a result) and replacement jacks re-installed once the home is levelled and then lowered again.

Then there is the cost of the re-building of the brick skirt around the base of the home and the repair of any internal damage as a result of the home dropping.

Alternatively you can make sure that this doesn’t happen by some very basic maintenance. However, the maintenance should not be carried out by yourself, and you should have professionals come ad do this work on your behalf.

If you do not have the correct supports under your home, or they have not stood up well with time, you need to consider replacing them with Galvanised tripod jacks. These jacks do not rust, and they are merely there to act as a support. With their screw adjustment they merely are wound to make contact with the chassis, and not to lift it.
This is not expensive maintenance, but you should not consider going under your home to do this yourself, you should get a speacialist team to carryout the work on your behalf.

If you are wary as to who to contact, then please call us and we will be happy to recommend, contractors we use for our day-to-day insurance claims.

Park Home Maintenance
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The Importance Of Maintaining Your Park Home (Part 1)

The Importance Of Maintaining Your Park Home (Part 1)

During these summer months, we all want to relax in our gardens, or go for those summer trips to the seaside, the hills, or visit our friends and family. But there is one very important job that should be done also this time of year.

To make sure that you maximise the life of your park home and also ensure that you do not incur unnecessary repair costs in later years, or worse still suffer from damp and mould on the inside of your home, you should regularly colour-wash the outside of your home. This is obviously a job to be carried out in the late spring and summertime whilst you can guarantee (as much as the UK Summertime allows you) warm dry weather, as the last thing you want to do is have your home painted in the damp autumn winter days where all you will be doing is trapping the damp within your home.

All Park Home Manufacturers recommend that you check the outside walls of your park home regularly for such hairline cracks and you should have the cracks rectified immediately. Even if there are no hairline cracks you should have your home colour-washed no less than every two years. You must inspect your home regularly for hairline cracks in the outer walls of your home.
The external walls of your home are clad with plywood (not marine ply) and the joins are bridged with a fibreglass webbing, and then painted over with textured paint such as Resitex, or Protected Textured Coating (PTC). Over time, the UV rays from the sun, and continual expansion and contraction of the wood, will create hairline cracks in the external paint which must be fixed immediately to prevent water getting under the paint.

Should you not rectify these faults immediately then not only will water penetrate the paint and make the paint come away from the timber below is, but will then start to rot the outer walls and also create damp and mould on the inside of your home. Should this occur, this is not covered by your traditional Park Home Insurance policy or your Platinum Seal or Gold Shield Warranty as this is a lack of maintenance and not a manufacturing defect or an insured event on your traditional home insurance policy.

The cost of painting the external walls of your park home needn’t be expensive and it is highly recommended that to maintain the structural warranty on your Park Home should you have for example a Platinum Seal Warranty, you should have an experienced Park Home contractor carryout this work so they can rectify any issue they discover when carrying out the work, but more importantly so you can substantiate that the work has been carried out in the event of a future claim under your Manufacturer’s structural Warranty. To reduce the cost of this work, why not speak to your fellow neighbours and see how many others would like this work carried out, then you will be able to negotiate a discount with a contractor as they will have a number of homes that need this work carried out.

In addition to carrying out the inspection of the external walls of your home, you should also regularly check the silicone seals around the outside of all the windows and doors of your home to ensure that this also have not cracked and perished.

Silicone is also serecptible to UV rays and hot weather and will eventually fail and crack well before your Structural Warranty comes to an end, but again this is not a manufacturing defect, just merely maintenance that needs to be carried out on your home.

If you would like some work carried out on your Park Home but are concerned as to who to choose, you are welcome to contact the Park Home Assist team and we will be happy to recommend the contractors who carryout the repairs on our Park Homes whether it is for our Park Home Insurance Policy or our Platinum Seal Claims.