What we do

Our Services

• > Subsidence, Heave or Landslip
• > Surveying Services:
1. - Impact Damage
2. - Fire Damage
3. - Storm Damage
4. - Earthquake Damage
5. - Flood Damage
• > Domestic and Commercial Building Surveys
• > Health & Safety Matters
• > Party Wall Issues
• > Specialist Design Services

Our Services

SUBSIDENCE, HEAVE AND LANDSLIP

Since its formation in 2002, PMC has been predominantly involved in the handling of project managed subsidence claims for major insurance companies.

The Company provides a nationwide service although in Scotland, due to the relatively low volumes involved, the claims are outsourced to reputable consultants with whom we have developed a close working relationship.

We have similar relationships with companies in the South East of England to enable us to cope with increased demand in the event of a surge in claims volume.

We are able to assure our clients that no outsourcing will be undertaken without their full knowledge and approval.

We recognise that each instructing principal will have an individual and unique approach to subsidence claims management.  The processes and procedures adopted are therefore infinitely flexible and will be customised to suit the particular requirements of the Client and its Customers.

PMC embraces the idea of ‘partnership’ and works closely with Clients to ensure that the service exactly fits its requirements, philosophies and service standards.

 

"The key elements of our ‘standard’ procedures are described in detail under ‘Our Process’."

SURVEYING SERVICES

PMC is now fully capable of providing a Surveying Services (project managed perils) product to the insurance industry utilising its workforce of qualified surveyors and engineers. Our staff have extensive experience in Project Management, Contract management and insurance claims handling. Many of our staff are dual qualified including a number with Insurance and Loss Adjusting credentials.

We seek the opportunity to work in partnership to offer project management solutions to better meet the needs of the Client and their customers and to remain at the forefront of an ever developing market. Our commitment to providing the highest quality service drives all that we do and you can be assured that working in partnership with PMC will serve to enhance your service offerings whilst maintaining your own reputation in the market.

We believe that the employment of both Project and Contract Managers will add value to the claims process. This is demonstrated by a high rate of customer satisfaction and an extremely low complaints ratio.

Services Offered include:

• > Project Management of larger more complex building claims in both domestic and commercial sectors.
• > Project Management of smaller value claims including those with structural issues where the involvement of a surveyor can add value.
• > Catastrophe Response
• > Contract Management/Site supervision
• > Cost validation (policyholder own estimate using the services of a surveyor, loss assessor or otherwise)
• > Building defect diagnosis (including confirmation of operation of insured peril)
• > Structural surveys
• > CDM advice including role of CDMC
• > Party wall services
• > Specialist advice on all other building related matters including regulatory issues, listed building etc
• > Drainage surveys and repair
• > All of our services can be tailored to meet your needs and those of your Customers.

With access to a network of 70 fully vetted contractors across the UK working to agreed programmes, budgets and audited standards you can be assured that repairs will be completed safely, efficiently and to the highest standard.

The Customer Journey

Locating a suitably qualified and experienced surveyor to assist with the problem can be time consuming and difficult. Given that the Customer will already have suffered anxiety when their home or business premises have been damaged, the project management approach is generally viewed as offering the best solution to the problem.

Our intention is to provide you and the customer with a high quality professional service whilst ensuring compliance with all relevant legislation, most significantly CDM 2007 and The Control of Asbestos Regulations 2006.

Furthermore, the requirements of FSA, including the ‘Treating the Customer Fairly’ initiative are engendered in all we do. We believe PMC can make a tangible difference. We do not merely process claims but deal with each one on its own merits reflecting the different customer needs and choices and the challenges that lie ahead. This can only be achieved by applying the correct skills and experience.

Throughout our involvement, we will maintain control of indemnity spend by carefully managing the customers expectations and accurately quantifying any variations and preferences. We will ensure that policy terms and conditions are applied in an equitable manner.

We continue to develop our IT systems which support us in our aim and ensure what we produce is of the highest quality.

With access to a network of 70 fully vetted contractors across the UK working to agreed programmes, budgets and audited standards you can be assured that repairs will be completed safely, efficiently and to the highest standard.

DOMESTIC & COMMERCIAL BUILDING SURVEYS

At PMC, we have the experienced and qualified staff necessary when undertaking domestic and commercial building surveys. 

Further information on this service is available on request.

HEALTH & SAFETY MATTERS (Including CDM Service)

Following the introduction of the revised CDM regulations in April 2007, the Company has undertaken a complete review of its processes and procedures to deal with the more onerous regulations.  In order to ensure complete integrity in its systems, an external consultant has led the process of review.

An in-house lead CDM Coordinator has been appointed to ensure that procedures are being followed and in each region, a senior individual has been identified to take responsibility for CDM matters on local contracts.

Personal and public risk assessments are undertaken on all claims and, in addition, CDM Assessments are undertaken on any claim that will involve ‘construction’ as defined in the regulations and standard procedures are adopted to ensure compliance.

"All Contractors that are used in the construction phase have been checked for CDM compliance before being appointed to ensure that the works are carried out safely and in accordance with all appropriate legislation."

PARTY WALL ISSUES

Many of the members of staff employed by PMC have the knowledge and experience of working as Party Wall Surveyors.  We are therefore able to offer an independent service in this line of work.

SPECIALIST DESIGN SERVICES

Through the close relationship that PMC has with the Steve Hunt Partnership, the Company is able to offer a specialist engineering design and draughting service that enables any design and detailing required during the claims process to be undertaken in-house.

The Steve Hunt Partnership is a traditional civil & structural engineering consultancy operating from the same premises in Warrington. This consultancy therefore provides additional engineering and surveying expertise when required.

Our Process

RECEIVE CLIENT INSTRUCTIONS

"We are able to receive instructions in any form that suits our clients’ requirements."

By telephone on ……………..0870 389 3801
By Fax on …………………….0870 389 3802
By e-mail on …………………. info@pmcukps.co.uk
Or by post to: PMC UK Property Solutions Ltd, Newspaper House, Tannery Lane, Penketh, Warrington, WA5 2UD.

On receipt of your instructions we shall immediately confirm our acceptance of the instruction and shall make contact with your customer.  Our appointment and role will be discussed with your customer and details will be taken to enable the most efficient use of time at the first visit.  The Instruction will be passed on to our appointed representative who will arrange a date and time to meet the customer and undertake the preliminary inspection.   

SITE INSPECTION & INVESTIGATIONS

The initial site inspection will be undertaken by a technically qualified member of staff who has the requisite technical and ‘people’ skills to enable him or her to fulfil this function. 

In most cases and with the agreement of the policyholder, site investigations will be undertaken at the time of the initial visit.  Specialist site investigation companies are utilized and disruption and mess is kept to a minimum.  If appropriate and under delegated authority, small scale repairs eg to drainage gullies will be undertaken immediately.  

DIAGNOSIS OF PROBLEM

The Project Manager will endeavour to make early decisions and to fully investigate and validate a claim at the time of the first visit. This ensures that the policyholder is made fully aware of the validity of a claim and the reasons for a claim being either accepted or repudiated at the earliest possible stage. The timescale and various stages for subsequently dealing with a valid claim are also discussed with the policyholder at the time of the first visit and all proposed mitigation and repair works are discussed and agreed in principle.

Where appropriate, we will adopt a fast track approach to claims handling in order to minimise the claim life, minimise complaints due to delays (and therefore increase customer satisfaction) and minimise claim costs.

The ‘fast track’ approach to subsidence claims has so far proven to be very effective and every effort is being made to ensure that claims are dealt with expeditiously and are settled in the shortest time possible.

REMEDIATION (Mitigation) MEASURES

Following the first site visit, mitigation works (eg tree management or drain repairs) are normally organised within a week and are generally carried out within 6 weeks of the first visit. Tree felling tends to take longer than drain repairs but the instructions to the contractors are normally issued within 1 week of the first visit.

BUILDING REPAIRS

The detailed specification of building repairs usually occurs within 2 weeks of the first site visit and a Schedule of Works is generally issued to the policyholder for approval prior to contractors’ tenders being invited. Tenders are invited on the majority of claims although in some cases where the repairs are minor or if there is merit in accelerating the repair process, a contractor will be appointed without competitive tendering.

A comprehensive scheduling tool has been developed to enable the repair schedule to be completed as quickly and as soon as possible and so that the repairs are specified and priced in a consistent manner.

The repair of subsidence damaged properties is managed by using a network of suitably experienced contractors, each of which has undergone an initial vetting both from a customer service point of view and also to satisfy health and safety requirements. Thereafter, the performance of each contractor is monitored to ensure that their works are of a high standard, that they are completing the works within reasonable timescales and that they are sympathetic to the Policyholders’ situation and needs.

CUSTOMER SATISFACTION

"Keeping the Policyholder fully informed throughout the progress of the claim is considered to be crucial to ensuring that they are fully aware of the cause of the problem and the nature of the required repairs as well as the likely impact of the repairs on their normal lives."

This helps to minimise any confusion and complaints which can easily arise due to the Policyholder not fully appreciating the normal claim procedures and the timescales involved. Early diagnosis of the cause and scheduling of repairs is therefore considered to be highly influential in gaining the Policyholders confidence and trust.

The development of ‘PMC Customer Guides’ to assist in the understanding of the claims process is well underway and this will be the subject of continuous improvement.  Such material is available in the ‘Customer Space’ section of this website.

The early diagnosis of the problem and scheduling of the repairs enables the Project Manager to progress the claim as quickly as possible, thereby minimising the claim life.

Addressing the repairs at an early stage also helps to manage the Policyholders expectations which can change significantly if the claim is progressed too slowly. It also helps to minimise the claim cost by targeting and costing the essential repairs as soon as possible. Being firm but fair with a Policyholder at the earliest possible stage of the claim sets in place the correct parameters for the management of the claim with a clear understanding on both sides.

During the remedial works stage, adequate site supervision is undertaken by one of our experienced Contracts Managers.  Following the completion of the works, we ensure that the policyholder is completely satisfied and issue a Certificate of Structural Adequacy together with any appropriate guarantees and warranties issued by contractors or suppliers.  This forms a part of the ‘Customer Pack’ that will assist in the future sale of the property.

Whilst PMC, along with other similar companies, is not regulated by the FSA, we are committed to the overall ethos encompassed by the FSA regulations and adopt processes and procedures that ensure that our working practices comply with FSA requirements.  In this way, we enable our Clients, the majority of whom will be regulated by FSA, to fully conform to the regulations.

A similar ethos is adopted in our ‘Fairness Code’ which runs through all aspects of our business and applies to internal staff as well as Clients and their Customers.  We adhere to the ethos of the ‘FSA Treating the Customer Fairly Initiative’ and, in particular, focus on those elements of the ‘Six TCF Consumer Outcomes’ that are applicable to this line of business.