Southern Response have updated their web page Who will I work with on my claim? here.
The text, as it now reads, is shown below with the additional text highlighted. It is interesting to also note that the page now shows both the date of publication and the date it was updated. This is a welcome step in coming to grips with how information is evolving (thanks folks).
Updated 30 April 2013
Published 23 April 2013
If you have an over cap house claim, Southern Response takes responsibility for the management of your claim.
We will allocate your claim to one of our 10 geographically based pods and staff from your pod will then assist you through the claims process - from claim lodgment to settlement. You can contact your pod using their dedicated phone and email contacts. Any of the staff from your pod will be able to assist you and can refer you to an expert if this is required.
The pod is your main point of contact as your property is assessed; an offer sent to you and you make a formal settlement election. If you are building with us, the pod will also assist you while your property is in the pre design phase and we are addressing any site specific issues. You may also have contact with a pre design Arrow project manager during this phase.
When your build queue position is reached you will be allocated an Arrow project manager who will work with you on the design and documentation of the house, then on through the repair or build itself. We aim to have the same project manager working with you throughout this build period, but that is not always possible. If your house is being built by a group home builder, you are likely to have less contact from your Arrow project manager and more contact from the building company staff.
If you have an out of scope claim, we will manage this alongside your house claim. If you only have an out of scope claim this will be managed by our out of scope team.
Temporary accommodation, contents and loss of rent claims are also dealt with by dedicated teams.
Out of Scope
If you only have an out of scope claim this will be managed by our out of scope team. Once your property is assessed, if you choose to have Arrow manage your repairs, you will work with an Arrow project manager while repairs are being done.
Temporary Accommodation, Contents & Loss of Rent
Temporary accommodation, contents and loss of rent claims are also dealt with by dedicated teams, but you may not work with the same staff member throughout the process.