As HomeServe’s new CEO, I wanted to take this opportunity to introduce myself. I joined HomeServe in October 2012 as Chief Operating Officer overseeing our customer experience and field technicians. Throughout my years in this role, I have been privileged to work with a group of people who truly care about delivering the very best customer service throughout all aspects of that customer’s interaction with us. I’m very excited to take on the leadership of this company and to continue all the great progress that has been made over the past 15 years.
HomeServe has grown considerably since its inception and since I joined in 2012, we now service 3.6 million customers, with 5.6 million policies, including 1.6 million water line and 940,000 sewer line service contracts. We are proud of our association with the NLC and have been pleased to deepen the relationship through alignment with NLC events, initiatives and communications. We are reaching more and more cities every month about the benefits of the program for their residents. We take an educational approach to our communications, both with cities and their residents because, in many cases, there is a lack of awareness about service line responsibility which leaves homeowners vulnerable to potentially large unexpected repairs, and city officials blindsided by unhappy residents who feel the city didn’t inform them. In this issue, the use of educational communications is explored as a way to inform residents about water-related issues such as lead service lines and water conservation.
The NLC Service Line Warranty program also helps many cities generate incremental revenue to fund important initiatives. The story about the City of Tucson in this issue is one great example of this.
We currently partner with nearly 500 municipalities in the U.S. and Canada to offer the NLC Service Line Warranty Program and look forward to growing that number significantly in the coming years. I welcome the opportunity to get to know you and learn more about the challenges you face in your cities. As I embark on my new position, I am energized to further the outstanding leadership of my predecessor, Tom Rusin, and to help proliferate our important programs for North American homeowners. Tom has taken on a new global role as Global CEO, HomeServe Membership and will continue to work closely with us in the North American business.