HomeServe UK Reviews | Glassdoor.ie

HomeServe UK Reviews

Updated 15 Feb 2020

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4.2
83%
Recommend to a Friend
88%
Approve of CEO
HomeServe UK CEO Greg Reed
Greg Reed
177 Ratings
Pros
  • "HomeServe is a great place to work - the culture really is very people focused(in 72 reviews)

  • "Access to senior management is very good(in 51 reviews)

Cons
  • "No Cons at present, love working here(in 31 reviews)

  • "Based on the outskirts of Walsall(in 28 reviews)

More Pros and Cons
  1. "Good overall, room for improvement."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    No Opinion of CEO

    I worked at HomeServe UK full-time for more than 5 years

    Pros

    The Customer is 100% the focus, sure- some Customers fall off the happy path, but no company can get it perfect all of the time. Its how you deal with it that's the important thing. HomeServe really do try their best for the Customer. Focus on People - there are some outstanding initiatives around diversity and inclusion, support for charity and well being is first class. People - there has been time spent over the last 18 months especially where there are now some really good People in key operational positions. In my experience, this has improved massively. Not everywhere mind....... see cons below...... Really good benefits - free staff policy and discount scheme that really works. Offices and working conditions on the whole are really good. Two of the main sites have been refurbed recently and the general environment you have to work in is very good.

    Cons

    I'm not sure HomeServe has really decided what it wants to be going forward - a home emergency repairs company or a services company. There is the aim to rush to every job regardless of how severe it is whether it be a full scale flood or just a dripping tap - this leads to problems later on in making sure there is enough resource in place to deal with those emergencies that crop up. Plus now seeming to go back to kitchen appliance cover, and other types of insurance. Seems to be an approach to grab everything in the home assistance market without really making sure that can fulfil it. Silo mentality - a lot of work has been done in bringing the bits of HomeServe together that were former companies, but not much in bringing departments together. You still have marketing and sales doing their own thing, then there is also new initiatives which are good for the future but appear to in some cases to be small private kingdoms. Whilst focus on People is brilliant, it doesn't for some reason seem to reflect in engagement which for a while hasn't really improved. Its not helped by a few silly instances that have happened in the past year - a company wide launch of the annual engagement survey the day after you announce that a site is closing is unfortunate and is a case of bad timing, but these things happen, but come to the day when the site closes and several People are losing their jobs to put out a company wide email from the CEO announcing that we are hitting all our targets this year for profitability and efficiency and its now time to celebrate that - get your ticket for the free Christmas do is more than a bit insensitive. A lot of People just want to come to work, do a job, then go home. For me there is a sense that there is a 'Live to Work' mentality over a 'Work to Live'. If you aren't fully able to engage with all that and just want to do your job well without having to fully embrace that dynamic, then Homeserve probably isn't the place for you. If you are that type of person you will thrive. Those that don't, don't. Systems and MI are appalling - nothing to do with the People that do their best to get the information, the systems used have been under-invested in for years. There are signs of improvement but a new system put in place still has its teething problems and is VERY late in coming. Getting information to help you understand what's going on in the business is like pulling teeth and when you do get it, its often contradicting information you already have.

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    HomeServe UK2020-02-01

    HomeServe UK Response

    February 2, 2020

    Thank you for your review. It really feels like you put a lot of time, effort and thought into giving your views and I appreciate every one of them. It's great that you feel able to be so open and considered in how you felt about working at HomeServe, and I hope you felt just as able, while you were with us, to make these views known. HomeServe is a fast-paced business and we are constantly looking at ways in which we can change and improve, hearing such honest thoughts helps inform how we'll shape our future. My very best wishes for your future and that you enjoy wherever you have moved on to. Greg

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  2. "Great company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Agent 
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at HomeServe UK part-time for more than 5 years

    Pros

    A great company to work for

    Cons

    No real disadvantage of working here

    HomeServe UK2020-01-12

    HomeServe UK Response

    January 12, 2020

    Thank you for your review!

    Continue reading
  3. Helpful (1)

    "Toxic Contact Centre. Avoid."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at HomeServe UK full-time for more than a year

    Pros

    Base salary is okay & benefits are decent, (Gareth) claims director is a likeable guy. But that's pretty much it.

    Cons

    They'll make you feel like they have your back but when push comes to shove, even if you've not done anything wrong & your performance is solid they WILL screw you over if it benefits them. End of the day you're just a bum on a seat & do not matter in the slightest. No progression, they'll tend to put you on a 'secondment' to do additional work if it benefits them with no pay increase (e.g. doing a complaints job at an agent wage if they have a ton of complaints to deal with, which you don't get a say in). Toxic atmosphere. Tons of people have left over the past 6 months, causing them issues with recruitment, can't see that changing. With the majority of people in Preston feeling the same way.

    HomeServe UK2020-02-15

    HomeServe UK Response

    February 19, 2020

    Firstly, I'm very sorry that you feel this way. You’ve raised some serious concerns in your review and I would very be like the opportunity to discuss these with you directly or for you to speak with a member of our People Team. I can assure you that we value all of our People regardless of their role and are 100% committed to People development, which sometimes means seconding them to other roles within the department. We believe this to be a positive as it allows our People to benefit from learning new and interesting skills and will give them a good perspective of other roles and what progression opportunities are available. Unfortunately, the opportunities will sometimes come to an end and we can understand this can be hard, particularly if the person enjoyed the secondment. That said, the new skills and experiences acquired can be utilised within an existing role, which can be a huge benefit. The good news is that secondments can sometimes lead to opportunities – the Customer Relations department is currently recruiting permanent roles and those who have been on secondment to the area now have a great opportunity to apply and be successful. Unfortunately, we have lost some good people recently but we know from our exit interview process that its primarily due to shifts and local transport issues. The management team is attempting to work with local transport companies to help improve transport links and we are currently reviewing the shift pattern, so this will hopefully get much better soon. We know from our recent employee survey that a high percentage of our people enjoy working in our department and want to work here for a long time so I will have to disagree that its to do with people being unhappy. I appreciate your taking the time to write the review and providing your feedback. As I’ve already mentioned, I would really like the opportunity to sit down and chat about how you are feeling and show that you are of value to us, as are all of our People. Gareth - Director of Claims

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  4. "Good"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Resource Planning Analyst in Preston, North West England, England
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at HomeServe UK full-time for more than 10 years

    Pros

    People shift benefit job happy environment

    Cons

    No real issues with anything

    HomeServe UK2020-01-10

    HomeServe UK Response

    January 12, 2020

    Thank you for taking the time to post a review!

    Continue reading
  5. "Good company, lots of driving"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Field Engineer in Wickford, England
    Recommends
    Positive Outlook
    No Opinion of CEO

    I worked at HomeServe UK full-time for more than 8 years

    Pros

    Salary was good, management were excellent and very fair and approachable. Colleagues were very good, office staff were good, customers are mostly very nice. Good vans and equipment levels.

    Cons

    Lots of driving, very repetitive work, started going downhill when the yanks got too involved. Career progression limited.

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    HomeServe UK2020-01-21

    HomeServe UK Response

    January 22, 2020

    Hi there, thanks for your review. It sounds as though you enjoyed working at HomeServe, The point you make about our global business is an interesting perspective. We are a commercial business so therefore are always driven by profit but one of the things that helps set HomeServe apart is the focus on delivering excellent Customer Service too, and making sure our People are empowered to do that. HomeServe in North America is going really well which, as we are part of the same company, is good news all round. They operate in some slightly different ways there so it's great to have access to that information and expertise. We can and do all learn from each other. Good luck with whatever you are doing now. Martin

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  6. "Good company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Operations Analyst 
    Recommends
    Neutral Outlook
    No Opinion of CEO

    I worked at HomeServe UK full-time for less than a year

    Pros

    People, and management. Good benefits

    Cons

    not much bad to say about the company .

    HomeServe UK2020-01-10
  7. "Be careful of homeserve if you are a gas engineer"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Gas Repair Engineer in Northampton, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at HomeServe UK full-time for less than a year

    Pros

    Mmmmm good uniform and they supply tools.. That is it.

    Cons

    The vans are dirty and covered in damage You will get no support from HR Limited to only refueling at supermarkets Sent out on patch no gas safe number no card. Van stock incomplete at start Not a great place to work if your an engineer Tool kit incomplete at start Can't say on here what I want to say. Its not the best company to work for.

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    HomeServe UK2020-01-18

    HomeServe UK Response

    January 27, 2020

    Hi there. There's no way I 'd consider sending anyone out on any work with anything less than the full equipment and full documentation. I'm going to treat this as a whistleblow and make sure that this is the case and though it looks from your review that you are no longer working at HomeServe I would like the opportunity to discuss this with you so please do get in touch. Your point on vans is interesting though, we spend a huge amount on making sure people have the right vehicles and we're buying high end vehicles packed with safety and comfort features, such as Autonomous Emergency Braking. Really seeing benefits in this as our accident rates and driver safety measures are massively improved. Martin

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  8. Helpful (1)

    "Really honest review - Preston Claims Would be 5 stars if advice taken."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Claims Adviser in Preston, North West England, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe UK for more than 5 years

    Pros

    The company are really great to work for and the teams have a real family sense. I have worked for Homeserve for 6 years and have seen it move and change and for the last 2 years I think we have finally cracked it with a great culture. What’s great; The senior managers - They work really hard to keep everyone motivated , and work really well together with all 3 of them giving a different dynamic contributing to the centre success. One of them in particular is really approachable, - there for everyone having issues both in and out of work and is always running about focused on engagement, charity and fun which everyone really appreciates. The Family Feel - The Agents and Senior team work like a family are really here for each other - I know these people have my back and it really matters. Coaches - fantastic team, led by a fantastic leader. Engagement - not perfect but we can all see the effort and the genuine care.

    Cons

    Here is where it goes wrong! Shifts - I am really lucky that I have the older shift pattern, but a lot of people feel that the shifts are understood when they come in, but the reality is that they fluctuate massively and it’s too much to get a good work life balance. I think anyone coming in new, needs to have little commitment outside of work to make it sustainable. Transport - this has become a HUGE issue in the last 6 months. The bus service is terrible, I’m local and live within 5 miles of the centre but on the bus it can take over 2 hours each way to travel. Many people are leaving now due to this, as there are jobs, no where near as good as this job, based in the city and the docks, with better shifts and sometimes money but absolutely with better transport. I know of at least 10 people right now with an offer of a temporary post that they are going too because if shifts and transport. Frustration - I really believe that every agent, most team managers and all of the Senior Managers care about our customers deeply. However we have moved away from the much loved and now deeply entrenched Customer and People promises, in fact in Preston we have only 1 place on the wall where they exist - that was put up very recently. POC while allows us to pass to a dedicated place to see through we know this doesn’t really happen. The water back office teams promise upon promise to call customers back leaving them to call us, and we make further promises we know will be broken - this really hurts us in Claims when we are so deeply passionate about our customers. We have become so lean, that we are genuinely being prevented and strangled from doing our roles. KPI’s - there are just too many. There are 19 company / Claims KPIs and that’s without any personal objectives. This many KPIs means that we are far more likely to not achieve them, which is why there are so many PiPs in place, which isn’t really delivered in a way that is consistent across the company and on some teams and people can go hime feeling on edge and worried. Team Managers - This has massively improved over the last 2 years with some lovely people but terrible managers no longer in the business. There are still some of these left, all Appointed under a previous senior team, but are one of the main drivers for people being sick or leaving. We replaced a poor senior team with some brilliant ladies who the centre think the world of, but left the really poor managers in place. The other issue is that these not so great managers are not available for their people. It really feels like everyone of them spend the entire time taking manager escalations, complaining very loudly about having to speak to our customers, or backstabbing each other in full view of their teams. Thank goodness we have back a seconded Coach/Team manager who doesn’t do these things and really helps us. Resource Planning - they seem to make all decisions and Team Managers are defunct if making a decision. Unfortunately they are not fair or consistent and it’s the senior that has to make a sensible decision, who are already so busy.

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    HomeServe UK2019-12-19

    HomeServe UK Response

    December 20, 2019

    I’d like to start by saying thank you for taking the time to give such a comprehensive view of your experience at HomeServe. For what it’s worth I agree with your overall assessment of where we are in Claims, lots of positives and clearly progress over the last few years, but also lots of opportunities to improve. I’d like to take the opportunity to respond to some of the specific elements of feedback you have raised. Shifts - we introduced the “fully flexible” rotas around 18 months ago and they were set up primarily based on Customer Demand. Whilst this is great for our Customers, it does mean that our People have to be more flexible to meet this demand and this can sometimes be difficult or simply not an option for some. To recognise this we kept existing shift patterns for our existing People and recruited new starters on to the new shift patterns (having been very clear in the recruitment process about the working schedules). Over the last 18 months this has worked very well for us, however it’s clear from our People that we should review the shift patterns once again to better suit our People and work-life balance. So we are, and I hope to present some alternative options for everyone in the new year. I’m also aware that we have some local transport issues - we continue to subsidise bus travel but we have some challenges with the quality and frequency of the service. I’m hoping that the shift review will help the situation but we’re also exploring other options (for example a shuttle bus). In all honesty, this is a tough one and we don’t have a solution yet, but it’s on the radar and we’re looking into it. I completely agree that after the site refurbishment that there is a distinct lack of People and Customer Promises displayed on our walls. I’ve asked our facilities teams to sort this as soon as possible so expect to see these going up in the new year! With regards to handing activity off to other areas, this is part of our operating model and it allows us to deal with the volume of calls we receive from our Customers. We’re investing heavily in new systems which will mean that the Frontline can deal with a wider scope of Customer queries so you’ll have to pass less on in future. In the short term we will have to continue to rely on our colleagues in other areas of the business to support our Customers fully. There will however be instances where this doesn’t happen and I appreciate that this can be frustrating (I’m also really pleased that everyone cares for our Customers so much). It’s worth noting that the large majority of our Customers receive an excellent service and this is reflected in out TrustPilot and Reevoo scores - we are working really hard to reduce the exceptions to this and have good oversight in place to ensure that service levels are maintained - I’d be happy to talk you through progress in this area. I think that your feedback on key performance indicators is very timely. I’m in agreement that there appears to be too many targets so I’ve asked my team to focus on the top 4 or 5 metrics that really make a difference - all of the others will be used to support our coaching team to focus on the right areas. Again, expect to see some progress on this early in the New Year. I was really pleased to see your feedback on my senior team and the progress we’ve made with our Team Managers (especially the feedback you gave on our recent appointments we have made from our Coaching Team). I agree that the Team Manager role is crucial and we will continue to ensure that this part of our business is constantly improved as it is such a critical part of our business. We’re also looking at how we can better support our Team Managers to allow them to spend more time with their Teams - again, expect to see some progress on this in the New Year, Finally, thanks again for posting such a comprehensive and fair review - clearly we have lots of positives to be proud of but also some opportunities to improve. Hopefully my response gives you an indication of our intent and you will be part of making HomeServe an even better place to work. If you want to discuss any of the issues you raised or anything else please do not hesitate to come and find me. Gareth

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  9. "Very customer centric"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Safety Manager in Walsall, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe UK full-time for more than 5 years

    Pros

    Real push to deliver effortless service to customers Determination to always improve Flat organisation with ready access to all leaders

    Cons

    Systems can be a little clunky but lots of investment being made

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    HomeServe UK2019-12-06

    HomeServe UK Response

    January 12, 2020

    Thanks for posting your review.

    Continue reading
  10. "Feel part of a family"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Quality Checker in Walsall, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at HomeServe UK full-time for more than 8 years

    Pros

    Networking - There are a lot of great people here who genuinely have time for you and your progression. I have never had an issue booking time in with Senior Managers, Heads of Departments and even the CEO, who is more than happy to put time in for those that want it. Development - Offer apprenticeship/leadership programs Exciting - Still after 20 years, we are still coming up with new ideas to take the business forward Quarterly Catch ups with seniors - can see how the business is getting on Charity work - I am proud we do so much for so many different charities Free Car Park

    Cons

    Canteen/food prices have gone too high recently The Walsall building (Ryder) needs a full refurbish. Being on the phone is very stressful and queues can get out of control sometimes

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    HomeServe UK2019-12-19

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