COMMISSION SUMMARY

AGENDA CATEGORY: Other Reports

ITEM NUMBER: 3.B. Customer Relations DATE: September 21, 2016

SUBJECT

HomeServe USA Status Report and Update

SUMMARY SPECIAL COMMENTS

The purpose for this agenda item is to brief Commissioners, employees, and the public on the status of the agreement with HomeServe USA including program information, costs, current enrollment numbers, challenges, and next steps. The briefing will also include an overview of other Customer programs including the Water Fund and Customer Assistance Program.

CONTRACT NO./ REFERENCE NO. N/A

COSTS

N/A

AMENDMENT/ CHANGE ORDER NO. AMOUNT

N/A

MBE PARTICIPATION N/A

PRIOR STAFF/ COMMITTEE REVIEW PRIOR STAFF/ COMMITTEE APPROVALS

Monica Johnson, Deputy General Manager, Strategic Partnerships

Crystal Knight-Lee, Chief of Customer Relations

RECOMMENDATION TO COMMISSION

N/A

COMMISSION ACTION

Agenda Item For Informational Purposes Only

Crystal Knight-Lee Chief of Customer Relations

September 21, 2016

Commission Briefing

HomeServe USA is a leading

provider of home pipe repair

solutions, offering optional

water and sewer service line

protection plans to WSSC

customers who own homes.

Affordable service plans that

protect home owners from:

High cost & inconvenience

of home repair emergencies

Water or sewer service line

leaks

In-home plumbing or

drainage issues

Many Customers are surprised when they learn a leaking water

service line or a sewer backup on their property is their

responsibility to fix.

Customer is Responsible

Homeowners are

responsible for

water and sewer

lines on their

property!

Many homeowners are unaware

that these types of repairs may not

be covered by basic homeowner’s

insurance policies, leaving them to

shoulder the costs

We recognized that one way to address this gap was to

work with a third-party to offer an optional service

program to protect our Customers from the cost and

inconvenience of repairs

Exterior Water Line

Coverage for $3.99

per month

Sewer/Septic Line

Coverage for $5.49

per month

Interior Plumbing &

Drainage System

Coverage for $9.99

per month

Bundled Exterior Line

Coverage for $5.99

per month

Homeowners contact

• Phone: 24/7 Repair Hotline 1-844-713-7208

• Email: www.HomeServeUSA.com/WSSC

A Repair Specialist assesses the issue and dispatches a

local, licensed and insured contractor

The contractor promptly calls the customer to arrange an

appointment

The contractor performs the repair and bills

HomeServe

Announced to Customers: July 25, 2016

23,314 Customers have enrolled in the

program*

• Call center enrollments – 7,727

• Online – 4,001

• Direct mail – 11,586

*Data as of 9/7/16

HomeServe has set up a special

hardship fund to help eligible,

financially-limited WSSC customers pay

for emergency repair costs, when they

own their home but cannot afford to

purchase a service plan.

Public Reaction

Marketing

Water Fund Helps residential customers who are experiencing financial

hardship pay delinquent water and sewer bills

Customer Assistance Program (CAP) Provides a partial credit for low-income residential

customers; CAP provides relief for the two components of

the Ready-to-Serve Charge