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      HomeServe

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      HomeServe reviews

      3.8

      77% would recommend to a friend

      (1,141 total reviews)

      Nick Kasmir

      100% approve of CEO

      69% positive business outlook

      Ratings by demographic groups

      HomeServe has an employee rating of 3.8 out of 5 stars, based on 1,141 company reviews on Glassdoor which indicates that most employees have a good working experience there. The HomeServe employee rating is in line with the average (within 1 standard deviation) for employers within the Construction, Repair & Maintenance Services industry (3.7 stars).

      Reviews by job title

      1K reviews
      2.0
      Jan 31, 2019

      More More More

      Operations manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      The people, the 'frontline' honest hard working people, the engineers, the safety staff, the all preston people, Banbury people too

      Cons

      The Directors are out to destroy everyone and everything to make money, which is what shareholders want to hear, but it means working 2 or 3 peoples jobs to make money burn you out and then, and this is the point get rid which they always do before the end of the financial year, its coming everyone knows it, like a spot on a date you know its coming but not where! We end up hiring in April cheaper people to break until the end of the year and repeat, cheap, cheap leadership, no real heart a veneer care with stuff everyone at the center.

      avatar
      HomeServe Response
      7y
      Thank you for your review. It’s a really great point you make about how good our Frontline is and I would wholeheartedly agree with this. And while I absolutely respect your opinion, I don’t agree with the rest of your observations because what you are describing is genuinely not something I see or recognise at HomeServe. We are proud of our open and honest culture and I would encourage you to use your voice positively and constructively if you believe you have concerns that need addressing. I’d also say come and see me so you can give me some specific examples and why you think these things may be happening. My door is always open, just make an appointment.
      1.0
      Oct 28, 2018

      Titanic

      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      The front line genuinely try to provide the best customer service possible

      Cons

      The Senior Management team only concern is the grade of service, not customer service. Business processes prevent advisors from making outbound calls to ensure calls are answered within a certain timescale. Customers are consequently promised a call back they do not receive within the SLA generating repeated chase calls. Unsurprisingly, the Team Managers are non-existent due to the unrealistic expectations from the Senior Management Team who have coaches covering in their long term absence. The same Coaches who were deemed unsuitable for a Managers role are being utilised as interim Managers. With the exception of a few, most Managers and Coaches address their teams in an unprofessional manner, making them feel like they're at school. Managers are having to work extra hours (unpaid) to ensure their work is up to date due to insufficient resource. Poor customer service is generating an increased volume of Manager Calls consequently preventing Managers from carrying out their daily tasks of Managing and supporting their Teams. As a claims advisor I do not feel empowered, business processes prevent me from providing customers with a solution to their query unless they are reporting a new fault. Again, due to insufficient resource Customers are made to wait a considerable amount of time for an appointment causing a great deal of inconvenience resulting in a complaint. The Complaints team are also short staffed; consequently Customers are made to wait an excessive amount of time before their complaint is even acknowledged. The new shifts are a roller coaster; one doesn't know which shift they are on from one day to the next. I could carry on; I'd rather save my time for someone that appreciates it.

      avatar
      HomeServe Response
      7y
      I'm very pleased to see you are clearly passionate about doing the right thing for our Customers and I'm sorry you feel like you are constrained by business processes. We are absolutely focused on Customer Service - one of the key elements of this is ensuring that we answer the phones promptly when our Customers need us, which is a real focus for the senior team. There is also a significant amount of work we do in other areas of the Customer journey such as Quality Assurance which monitors our regulatory obligations as well as Customer Experience. We don't always get it right and we are always looking to improve, however our "rant and rave" scores consistently show positive feedback from our Customers. We're working really hard and investing heavily in our processes and systems to better support our front line to deliver for our Customers. We have a number of routes to escalate Customer impacting issues to get the right outcome - I'd also be very happy to review any potential improvement opportunities with you. At times it's inevitable that sickness will have an impact on an operation and we are no exception to this. We're also very lucky to have a number of exceptional Coaches on development plans to becoming Team Managers to support us in these times. Again if you have any specific issues I'd be glad to discuss them further with you directly. With regards to appointment availability, this is generally a strong point for us - we won't always be able to give the Customer the exact appointment they have requested, but again we have a number of options to deal with these isolated incidents. Internally we have an extensive national network of engineers directly employed by us and this is supplemented by a comprehensive external network who operate in conjunction with HomeServe, giving us a broad range of appointment slots. We have also put a significant amount of time and effort into our complaint handling function to be able to deal with Customers promptly and fairly. Again, we don't always get it right, but I'm confident in our continued focus in this area. We have also been busy preventing the complaint happening in the first place by ensuring that we act promptly and deliver for our Customers. If you do want to have a discussion about the points you've raised, please get in touch.
      3.0
      Feb 2, 2018

      Former employee

      Anonymous
      Recommend
      CEO approval
      Business Outlook

      Pros

      In the main a reasonably good place to work. Made many friends here and the family atmosphere really showed through. The director I worked for was extremely compassionate and led the area with great intuition and direction.

      Cons

      Spoilt by some very horrible immature individuals, in management positions who made life unbearable if you didn't fit in with them. Awful IT systems. No HR presence, leaving you in the hands of the people making your daily life a misery.

      avatar
      HomeServe Response
      8y
      Thank you for taking the time to post a review. There is definitely a family atmosphere at all HomeServe offices, we’re great at celebrating and we try to do a lot for the People who work so hard for us. IT systems are slow? Yep – we’re working on it. I do, however, disagree with a lot of your comments. Everyone has access to HR; you can use the intranet, pick up a phone, or access the contacts list via email. We've also recently taken action to ensure a representative of HR sits within the contact centre. Your comments about management are not something that I recognise. I can’t agree, or act on your comments without having the opportunity to speak with you further. If you would like to talk to me about any of this, please email gareth.hanmer@homeserve.com I’m sorry that you decided not to come and talk to me before leaving. Gareth Hanmer, Director of Quality
      Viewing 70 - 72 of 1,141 Reviews
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      ReviewsHomeServe reviews

      Glassdoor has 1,258 HomeServe reviews submitted anonymously by HomeServe employees. Read employee reviews and ratings on Glassdoor to decide if HomeServe is right for you.