Belinda Thorpe, Managing Director at Residentsline Flats Insurance, explains how important her team has been to her business in 2021.

Our biggest take-home for 2021 has got to be the true importance of our amazing team.

A great team is the foundation on which the rest of your business is built. Without a solid team, customer service will faulter, SLA;s will fall by the wayside and company growth will be stunted. That, and working with great people certainly makes the working day more enjoyable!

Luckily for us, we have built the most incredible team who have seen us through the toughest points of the pandemic and offer our clients the very best service, every single day, no matter what.

We thought we’d take this opportunity to reflect on 2021 and highlight some of our Residentsline Superheroes using the words of their colleagues and those of the wonderful clients who have been kind enough to write us Google Reviews.

Hidden Heroes

These are the people who work on our internal structures to make sure Residentsline Flats Insurance can be the best at what we do. Whether that be by training new staff to our exacting standards or by developing our IT systems to boost productivity.

One of our newest recruits, Ellie Pitts (who joined the New Business side of the team in May 2021 as a Client Relationship Manager), has highlighted one of our most established team members, Natasha Edwards, for her efforts in supporting Ellie in her new role:

“Natasha has been there to help whenever I have needed. She has been amazing in helping me learn and settle in here.”

We also heard from Katrina Jones (Underwriting Manager & Head of Systems & Administration) re her appreciation of our Head of Underwriting & Product Development, Neil Grosvenor’s work this year:

“Neil works tirelessly to improve and automate our internal insurance underwriting tool, ensuring that our systems are as streamlined as possible. Neil works closely with insurers and ensures all the requirements for our delegated scheme are met within our own underwriting tool. The developments in 2021 include further automation of reports and documentation, which has continued to save staff time and, in turn, supports our compliance requirements.

Whilst not face to face with customers on a daily basis, Neil’s work ensures all our Flats Insurance underwriters and account managers can deal with prospective and existing clients efficiently. His continuous excellence and outstanding knowledge benefit the whole of the Residentsline Flats Insurance team.”

Glowing Reports from Our Customers

We’re so proud of our 5-star rating on Google and we’re lucky enough to receive great feedback on a very regular basis. We always pass comments on to our team to boost confidence and encourage the continuation of their fantastic customer service.

We wanted to highlight a few recent reviews that named members of the team individually, such as our long-standing Client Relationship Manager, Natasha Edwards, who gets another mention here for this outstanding report received in late October:

“Natasha been exceptional in her work to find us competitive flats insurance quotes for our residents management company and its blocks of maisonettes. I’m a novice at the flats insurance game, so it took me a while to understand the amount of information we needed to provide to obtain a quote.

She responded to every bit of new information by updating quotes, very professionally and quickly. I’ve now got three very good quotes to take back to our management company. We’re hoping to be able to accept these and continue working with Residentsline Flats Insurance.”

Client relationship Manager, Tina Hough, who has been with us since 2002, never falters when it comes to providing amazing service for our clients. This review was received in early May from a valued repeat customer:

“Absolutely fantastic customer service from Tina Hough again this year, first class in every way. Tina always handles everything regarding our insurance policy renewal with exceptionally high standards of professionalism, consideration and care. She always goes above and beyond to provide us with the best possible result. I would recommend Tina and Residentsline Flats Insurance without hesitation. Thank you so much Tina for all your help, you are a really great asset to your company.”

Richard Smeeton, another of our Customer Relationship Managers, has been with us since 2000 and his industry experience goes as far back as 1995! A true veteran on the insurance world, Richard received this glowing review in early March: “Richard was fantastic from the outset. Prompt in answering my internet enquiry and in phoning back with a competitive quote.

Happy to answer follow-up questions and ultimately securing our Management Company a very competitive quote which we were delighted to accept.

Easy on-line payment process and our early feedback on the whole process is EXCELLENT! Well done Richard and team at Residentsline Flats Insurance.”

Many of our reviews, of course, don’t mention any names and simply refer to us as a brand- this one stood out for us in particular: “A grand team that look after us so well… a pleasure to do business with them.”