As one of the UK’s leading home assistance providers, over two million UK Customers place their trust in HomeServe Membership and turn to us when it comes to fixing, maintaining and looking after their home. In the UK we have over 3,000 employees, offices in Walsall (our Head Office), Preston, Leeds, London and Nottingham, and engineers across the UK. As a result of ratings from our People, for the second year running we’ve been awarded a place on Glassdoor’s ‘Best Place to Work’ list.
For more than 25 years we have made our Customers’ lives easier by delivering a range of services, including plumbing, drainage, electrics, heating and much more, through our own nationwide network of HomeServe approved engineers. An independent survey from the Institute of Customer Service said HomeServe is recognised as the most improved of all companies in the “Services” sector since 2014, demonstrating that we are delivering on our Customer Charter, a set of promises our People live by to ensure that the Customer is truly at the centre of everything we do.
Our People are what make HomeServe the company it is, and we work hard to ensure we have a culture where everyone feels comfortable, represented and cared for. We created a Diversity & Inclusion Council in 2018 and within that; we have four employee-led networks who’ve developed a set of goals they are working towards together.
Our Disability, LGBT+, Multicultural and Gender Networks all work hard to make both practical changes and ethical changes to our ways of working. We support the Proud Trust and are part of the Stonewall Index.
We work hard to promote positive mental health and we have 34 trained Mental Health First Aiders across all our UK sites and Field teams to offer support to our People. At HomeServe we have our own Eco Warriors whose mission is to reduce our Carbon Footprint. Our Eco Warriors have made lots of practical changes as well as challenging everyone to change one thing to help the environment. They often share alternative ways to reduce and reuse our plastic consumption at work and at home.
We’re officially one of the Best Workplaces for Women in the UK!
At HomeServe we believe in encouraging a diverse, inclusive and safe environment in which we are all proud to work and it’s fantastic to see this recognised in the Great Place to Work UK #ukbestworkplacesforwomen Super Large Category list!
Our network of nationwide directly employed engineers work 24 hours a day, seven days a week in our Customers’ homes, supported by our 600 contact centre People based in Walsall, Nottingham, Preston and Leeds. We all work together to deliver effortless service to our Customers and help keep their lives moving while we fix everything in their homes.
We believe in building our brand and our business from the inside out, and this allows the quality of our Customer service to shine through. Key to this is us all putting our Customers first, and our Frontline People including sales and Customer service representatives are essential to bring this to life every day. Our Customer Care team is essential for us to deliver effortless service to our customers, and we’re regularly topping the UK Customer Satisfaction Index for the services industry.
Our Engineers are the heartbeat of HomeServe, supporting our Customers whenever they need us. Our Engineers are given a fully stocked van, fuel card, store cards for parts at major merchants and all the tools they need. During induction our Engineers spend time with a colleague learning about delivering service in the HomeServe Way and what sets us apart – our focus on delivering effortlessly for Customers, every time, on every job we do.
Customer First was introduced in order to empower our People and give them a way of helping out our most vulnerable Customers. Every morning we hold a meeting across all our sites where our People can raise requests from the previous day. Whether it’s a Customer who is in need of our help, an idea or an improvement to a product or a process, or a story from an Engineer who has helped a Customer in need, we open up the floor – and then work on a solution together.
We work closely with our communities; we offer paid volunteering leave every year so our People can take the time to volunteer for a charity of their choice. Our teams choose a charity to support annually and we match their fundraising. We support local schools with essential skills-building and mentoring. We are also proud partners of Midland Langar Seva Society who help the homeless.
During the COVID-19 pandemic, we committed to providing free emergency home repairs to all NHS and Social Care workers, whether they were Customers or not – pledging £1m to cover the cost. We wanted to help take away the stress of an unexpected home emergency and to support Frontline workers during this time. More than 100 of our Frontline Engineers volunteered to be fitted for high-level PPE with some even valiantly shaving off their beards, to allow them to safely enter people’s homes.
Creating a fun, happy, collaborative culture is something we work hard to achieve at HomeServe. Whether you work on the Frontline in contact with our Customers on the phone or in their homes, or in our support functions, you’ll focus on putting our Customers needs at the heart of everything you do. We all have our own talents and areas of expertise, but together we’re united in a common purpose – to free our Customers from the worry and inconvenience of home emergencies and repairs.
We pride ourselves on our engagement levels. All our People have the opportunity to grow through our apprenticeship schemes. We even have a state of the art training academy for gas engineers in our Nottingham offices. We value our People and all of the hard work they put in so we are constantly looking for ways to give something back to them; our exceptional employee benefits scheme ranges from share schemes, to flexible working and enhanced maternity & paternity leave for families.