Case Study: NHBC achieves 50% faster complaint handling and faster FCA reporting with Civica Case Management

NHBC streamlines complaint handling for homeowners

NHBC, the UK’s leading independent provider of warranty and insurance for new homes, needed to modernise a cumbersome complaints process that handled 30–50 new complaints weekly and left staff struggling with manual, inflexible systems. Seeking greater flexibility, visibility and a cloud-based platform for future development, NHBC selected Civica and its Civica Case Management solution to meet those needs.

Civica implemented a cloud Case Management system with API integration and web-form intake, automating workflows, migrating 24,000 records and cutting complaint setup from about 15 steps/10+ minutes to roughly five steps in under five minutes (around 50% faster). The Civica solution also sped up FCA return production to hours, improved reporting and SLAs (new complaints responded to within five days; regulated complaints handled in 15 working days with a 10-day target), delivering clear time savings and better customer oversight.

NHBC

Shion Vassell

Procurement Business Partner