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CRL looks forward to 2019

Structural defects specialist CRL holds annual general meeting and confirms its intention to put a difficult 2018 in the past and move forwards with ambitious plans for 2019.

The UK’s third largest structural defects warranty provider, CRL, hosted more than 80 delegates at its AGM in Belfast. The company’s management thanked staff for their hard work during 2018, and referenced a difficult year with uncertainty in the housing market, economic concerns over Brexit, and issues following the collapse of one of its underwriters, Alpha Insurance, in the summer.

"What we have at CRL is a combination of great minds, great people, great ideas and solutions, great services and great commitment,” said Steve Mansour, CEO of CRL. “We are agile, innovative, creative, resilient and adaptive. Like any business, we have been through challenges in 2018, but we are stronger for it. We have learned some valuable lessons from going through these tough times.”

Efficiencies to best serve customers

CRL’s executive team spoke of a desire to push forward with ambitious plans for 2019 in increasing the volume of structural defects insurance policies it arranges, and putting into place new management and staffing structures to continue to make the business more streamlined and efficient, and consequently to provide an enhanced service for customers.

"We are turning a corner, but there is more change to come,” said Mansour. “We need to put our hearts and souls into the things we care about.”.

In a presentation, staff were praised for their determination, passion, motivation and ambition, and reminded that these factors need to be harnessed in combination to bring about quality outcomes and high turnover.

“Setting goals for 2019 is easy,” said Mansour. “It’s achieving them that’s the challenge. We need individuals and teams who can handle that challenge, who take ownership of their responsibilities and forge their own path for progression.”

The company plans to recruit new staff, increase training, and expand its customer support team, which will move from its current West Sussex base in Horsham to larger premises a few miles away in Crawley. The site will also house sales and IT functions and be a ‘centre of excellence’ for the business.

“We will thrive from a team effort - a monumental effort,” said Mansour. “We need to keep innovating in the way we do things.”

In a rallying cry to staff, Mansour stated: “We need to find solutions for customers. We can’t be complacent; we need to have renewed vigour if we want to grow. This is an opportunity for us to re-evaluate, to take a sobering look at the landscape ahead, and to work harder to make a success of 2019.”

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