V poor
Proceed with extreme caution if referred by an insurer. I had a number of kitchen tiles damaged in an accident that needed replacing. Via Nationwide, Renew sent an assessor in January who did a thorough review of the entire ground floor. It was very clear that the effected tiles needed lifting and replacing. Renew said they had reviewed the report and would assign plastic surgeons to carry out cosmetic repair work. I pointed out that the tiles were beyond cosmetic repair and had fully cracked in several places. They reassured that if the tiles couldn’t be repaired cosmetically, they would follow up with an alternative plan, but needed to pursue the cheapest route to satisfy the insurance company. I (foolishly) paid the excess. Within two mins of the Plastic Surgeons arriving they said the tiles couldn’t be repaired and needed replacing. Renew then went quiet – I followed up two weeks later to discover the case had been closed. When I explained the work hadn’t been carried out, their rep stated that ‘they don’t really do that kind of work’ - and then asked if I had any spare tiles. She then went on to ask if I could provide a number of quotes from local suppliers. At this point, patience worn, I complained directly to Nationwide. In a nutshell, Renew recommended a course of action and took excess without fully establishing the work required and were then unable to fulfil the work. 3 months later I am £250 out of pocket with broken tiles.