Dec 19, 2020
HomeServe Response
5yHello.
Thank you for your review and I am glad you enjoyed working with our Customers, that’s why we do what we do.
I get your point about our systems. The introduction of Merlin has been a real challenge for a number of reasons which I am sure you have heard me talk about before. Rest assured, there is never a question of blame, making a change as significant as Merlin needs a lot of work on the system itself as well as from the people who are going to use it, whether it’s our planners or our engineers, we all know that and I’m disappointed that didn’t come across for you.
Your point on our goods - I’m surprised to hear that, we have a team of people from across the field who are always looking at new kit and when we do plan to make a change or update something it’s always tested and approved by our engineers, amongst others.
I’d never try to pretend that the last year hasn’t been a tough one - but we’re lucky to be in a business that has too much work and needs to ask for overtime than the alternative. I hope wherever you have moved to works out for you.
Martin
Director of Field Operations
