Rudderless, directionless, reactive - Network HomeServe Employee Review

Thanks for your review. From what you have said you obviously feel as though there are some significant issues that we should be addressing. I've spent a lot of time on the frontline recently and I have definitely not had that sort of feedback, our service levels are amongst the best they have ever been which is reflected in our Trust Pilot scores and I disagree with your assessment that our new system is useless. It has taken longer than we wanted to implement and we have definitely had some teething issues but it hasn't dented my confidence that the system you are referring to will be transformational in how we can better serve our Customers. I also can't agree with your assessment of the changes to the network, since we combined the management of our DEE and operations with our contractor network we are working much more closely as a team. But, I really would encourage you to come and see me and talk to me about your experiences, I think we are doing well and know exactly where we are going - Project Horizon for Service Ops remains our focus, that hasn't changed. But we can always improve. Always. The only way we can really do that though is by honest and open feedback, so please, speak up. The same goes for your assertions about managers and individuals and my role. There are plenty of channels and opportunities open to you at HomeServe where you can voice concerns - either through your manager, HRBP, Employee Assistance Line, Whistleblowing line or straight into me or Greg. We are proud of our open culture here so please, use your voice, it's what our culture is built on.Richard COO