civica.com/casemanagement casemanagement@civica.co.uk Learn more: Contact email: NHBC streamlines complaint handling for homeowners Case Management automation saves time and supports process improvements NHBC is the UK’s leading independent provider of warranty and insurance for new homes with c.70-80 per cent market share. Around 1.5 million new homes are currently NHBC protected by NHBC Buildmark. The Complaints team worked hard to make their process as efficient as possible and reduce manual steps but found their previous complaint-handling system was too cumbersome and inflexible to keep up. Although the team was able to maintain service levels and ensure customers weren't impacted, team members were struggling under the workload. Between 30 and 50 complaints come in

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