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22.11.2018

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    Home Solutions

    John Lewis & Partners

    Time poor and want someone you can trust? Home Solutions from John Lewis gets you top tradespeople every time, for all your home maintenance and improvement needs. We even take responsibility for the quality of the work with our unique 12-month guarantee.

    What customer problems did you set out to solve?

    We wanted to extend our high standards to home improvements and set out to solve typical challenges facing both tradespeople and customers. Tradespeople are typically faced with expensive routes to reach customers in their area, with the expectation of bidding for jobs or paying membership fees. Customers find it challenging to access tradespeople they can trust local to them, and don’t want to risk doing potentially tricky jobs themselves. Home Solutions is the answer, building trust between customers and guaranteeing quality.

    What differentiates your proposition from other offerings in the market?

    Home Solutions is revolutionising the home maintenance market, by providing quality tradespeople you can trust. While other businesses focus on supporting the customer, Home Solutions listens to both tradespeople and customers.

    • Rigorous vetting process – 5-stage vetting process to get tradespeople who really know their trade, and deliver a John Lewis level of customer service
    • Personal inspections – ensuring our tradespeople are the best by inspecting their previous work
    • John Lewis guarantee – 12-month guarantee on all work completed, so we meet customer standards
    • Transparent booking – accurate price estimates upfront with clarity over what is included
    • Convenient times – we find a date and time that suits the customer and the tradesperson

    What impact has the proposition had?

    The proposition has had a great impact. Only 5 months from launch, Home Solutions has vetted more than 1000 previous jobs. Customer feedback has been overwhelmingly positive, with 4 stars on Trustpilot. Customers say they “would recommend” and find support for “all jobs whether large or small”. Home Solutions now serves more than 450 postcodes, including a recent successful London launch.

    What’s next for your proposition?

    After trialling Home Solutions, we’re now rolling it out across the country. We’re in the process of setting up trusted trader networks in each location to facilitate this. Our ambition is to add new services to cover all home maintenance requests our customers have.

    Find out more about Home Solutions here

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