HomeServe

1.0

13 July 2017

Anonymous employee

Recommend

CEO approval

Business outlook

Pros

Martin .... a superb guy at the helm who has a great direction for the business and the people Greg .. full of ideas to improve the working environment for the people ... always willing to put the customers first and speak to anyone at any level Senior management and lower management work seamless together striving to do the right thing for customers and the people on the frontline Some fantastic people who have the same goal go way out of their way to improve and challenge for the right reasons Fantastic events paid for throughout the year

Cons

Not being transparent with what is required of individuals then trying to performance manage individuals and or take to disciplimaries until the realisation is that the majority of the calling floor are doing the same thing! KPI for customer feedback ... to performance manage an agent or an engineer for not asking and or for receiving low feedback based on something completely out of their control is does not show a company that is fully listening to its people! Confidentiality across all areas of the business is poor ... including HR conversations in door ways , at an operations bay or in front of teams is completely unprofessional and causes most of the issues the calling floor currently has. Way too many departments and job roles that over lap ... front line staff to visit customers and answer calls is what's required! A coach for each manager instead of tick box exercises each month to say something has been done .., done correctly though? Not all of the time!!!

HomeServe Response

Thanks for your review, and for your feedback. There are a couple of specific things I want to respond to. I have to say I’m with you on your ‘pros’ and particularly on your comments about our senior leaders. I think they lead with vision, with passion and, most of all, with integrity. Integrity is something that I believe is at the heart of who we are and what we do. It’s the foundation for one of our People Promises – win together and trust each other. It is also the foundation for the KPIs you reference in your review: we absolutely trust our Customers to give us honest feedback – which help us to learn, improve and give recognition - and we trust our People to act with integrity when they gather those reviews. That is the deal, it’s really simple, it’s what we sign up to and it is unconditional. For People who don’t want to sign up to this, we’re probably not the right place for them. Also, I actually know we do listen – we listen an incredible amount – so I am genuinely sorry you think we need to do more. Last thing, you say that our communication and celebration events impact Customers. Well, we take 30 mins every month for our MVP Award so I think we’ll carry on with this. Very best wishes for the future. Justin.

All is not as it seems ... a company that can destroy the strongest of people!!!! - Anonymous employee HomeServe Employee Review

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