Contractor Guidelines

When an NHP customer calls our NHP Service Department, we dispatch a Service Work Order (SWO) to a qualified, local service contractor in the customer’s area. The SWO can be dispatched immediately by our automated facsimile equipment, e-mail or by telephone. Once the contractor has received a SWO, he/she is required to contact the customer within four hours to schedule a mutually beneficial appointment. The technician should schedule a convenient appointment time with the customer and request all the necessary information to complete the service call in one trip. Service must be initiated within 48-hours of receiving the work order. In emergency situations, such as extreme heat or cold, repairs must be expedited. All NHP service technicians are required to execute and return the NHP Service Agreement and meet all general liability insurance requirements before we can forward you any work. .

The Key to Excellent Service

To provide consistent high-quality service to our customers, communication is vital. Customers want to know, and should know, exactly what service work is being done. If the work hasn’t been finished, customers should be kept informed about when to expect completion. If the technician encounters a situation that requires additional parts or additional installation help, an estimated completion date should be given to the customer. If circumstances require the estimated completion date to change, inform the customer of the situation and of the new estimated completion date. Constant communication and conscientious customer service is a high priority with National Home Protection, so our customers always know what to expect.