HomeServe reviews

Hi, Thank you for providing your feedback. Immediately touching on your point about influencing scores, I appreciate how honest you’ve been with your review as well as your scoring. It's these types of reviews and open conversations that will hopefully help us to improve what we do for our People. Being an existing colleague, you'll be aware that we do have different procedures in place when it comes to decision making. This is to ensure that what we’re doing is right by us, right by our Customers and right by our regulators. We do work hard to engage with all of our colleagues and it's good to read that you feel we're getting it right for the front line. That said, we want to engage all our People regardless of what position they have. It’s interesting to read your comments about a culture of mistrust as I think a lot of individuals that work here would certainly dispute that. If however you’re experiencing examples of this on a regular basis then we want to know about it. If we don’t know these things are happening, then we can’t address them. Please don’t be shy about coming forward and speaking to us about any of your feedback as we want to listen and more importantly we want to learn. It might not feel like it from where you’re standing but we really do. If you’d like to put some time in to speak to Greg or any other member of the SMT please just drop an email to their respective PAs. Alternatively, drop an email to heretohelp@homeserve.com and we can have a chat separately. Kind regards, Stefan

Thank you so much for the review and the kind words. It would be great for you to schedule some time with me to discuss your advice. You mention that I've had to bring in some external senior staff members. My trust in them is important but the most important factor was whether they were a good cultural fit and also whether they brought deep technical expertise. I think it is easy for me to argue that they meet both criteria and I think your comments indicate you would agree. Now my thinking then is if we can get senior leaders who know the what, how, and why of our strategy then they can develop the next generation of leaders internally. You mention People being promoted because they follow the Charters and I think this is true provided they have the capacity and ambition to do the job. We won't get all internal promotions right but I think we really do need to try and give our own HomeServe family the first option. I'd like to understand your comments on Unity in more detail. I've put a team of top talent (Simon A, Matt C, Louise B, and Kerry L) from the business into the project who work with Alison H and her team on the end user experience. If there is something else that concerns you specifically than please go to Alison and let her know as her team are empowered to ask for the changes. Your comments on pay rises are interesting as we do benchmark our salaries and you are right that People with similar titles may have different pay. This is intentional based on their individual skills and remit. We won't get them all right but you never will when thousands of People are involved. I think we do give decent pay raises. I know that for the 3 years I've been here we've given a pay raise each year that was significantly higher than inflation. Please do take me up on my offer to schedule a 1-2-1 to discuss further. Your view matters to me and you seem to have some well thought out positions. You may just drive some big changes for People just by stopping by to see me. Sam M can book the time for you. She's very nice. :)