Our ProSITE service has evolved.

ProSITE is GHG's specialist Site Investigation and Monitoring service, established to support our unique claims handling model by enabling site investigations to be undertaken at the earliest possible stage of a subsidence claim.

Originally created as a managed network of carefully selected site investigation and monitoring partners, ProSITE was designed to provide capacity, primacy of service, fixed-cost solutions and enhanced control over the investigation phase of subsidence and property claims. It plays a key role in helping our teams deliver faster diagnosis, earlier decision making and improved customer outcomes.

Following the significant subsidence surge experienced last year, the wider market faced considerable capacity challenges. Demand for site investigations increased sharply, placing pressure on supplier networks across the industry and creating delays in some areas. Whilst ProSITE's existing network continued to support service delivery, we recognised the opportunity to further strengthen our proposition and place even greater control over the customer journey within GHG.

As part of our ongoing investment in service excellence, we have now significantly enhanced the ProSITE offering through the creation of an in-house site investigations function.

Operating from a dedicated base in Doncaster, our new ProSITE operation is staffed by directly employed, highly trained field technicians supported by experienced technical resources within the business. This investment has included new premises, specialist equipment and the recruitment of skilled personnel capable of delivering a broad range of investigations, from simple hand-held excavations through to complex mechanical investigations of up to six metres in depth.

The new capability is already operational, with two fully equipped mobile investigation units now active across the UK. By the end of November, both vehicles will be operating with dedicated two-person teams, providing capacity for up to 80 site investigations per month directly through GHG.

Importantly, this enhanced capability means that GHG can now undertake a significant proportion of the investigation process entirely in-house. Our technical team can analyse findings and produce site investigation reports directly, reducing reliance on external providers and improving both turnaround times and consistency. External specialist laboratory testing, including soils and root analysis, will continue to be provided through trusted specialist partners where required.

The investment delivers a number of key benefits for clients and policyholders:

+ Greater control over service delivery and customer outcomes.

+ Increased resilience during future surge events.

+ Enhanced capacity and reduced reliance on third-party availability.

+ Faster deployment of investigation teams.

+ Improved consistency and quality of reporting.

+ Greater visibility and oversight throughout the investigation process.

+ Continued cost control through a blend of internal capability and strategic supplier partnerships.

Whilst ProSITE will continue to work with a number of trusted external partners to provide nationwide coverage and specialist services, this latest development represents a significant milestone in the evolution of the service.

The launch of the Doncaster operation and mobile investigation units reinforces GHG's commitment to investing in capability, embracing greater control of the claims journey and ensuring that we continue to deliver market-leading service levels, even during periods of exceptional demand.

As claim volumes and customer expectations continue to evolve, ProSITE will continue to grow alongside them, building further in-house capability and expanding the range of services available to clients in the future.

“The latest developments mark a significant investment in ProSITE’s capacity and technical capability. The establishment of a dedicated Doncaster operation, together with the deployment of GHG’s own mobile investigation units, strengthens the company’s ability to respond quickly, maintain service continuity during surge events and exercise greater control over the site investigation process from start to finish. Complementing ProSITE’s existing partner network, the additional in-house resources provide increased resilience, faster turnaround times and greater service consistency. As the service expands, its focus remains on high-quality investigations, better claim outcomes and the experience of insurers and policyholders.”

Michael Naughton, National Operations Manager, highlights the investment as a means of strengthening ProSITE’s responsiveness and service consistency while supporting its continued growth.

‍