Here at HomeServe, we have a set of People Promises that were created by our People for our People. At the heart of our Promises are our values which underpin what you can expect when you come to work here and also, what is expected of you.
We are proud of the unique culture we have at HomeServe, with a strong focus on engagement and talking openly and regularly with our People. This has led us to be named as ‘Best Employer in the Business Services Industry” following an independent survey by global business and financial information provider, Bloomberg.
At HomeServe, we have been passionate supporters of our local communities for over 20 years. We work with community groups and organisations close to our sites across the UK, such as Walsall Football Club, Marie Curie and the Midland Langar Seva Society, which helps the homeless and those in need – our community partnerships have also been recognised by the Express & Star Business Awards 2015, which saw us win the ‘Community Champion’ award.
We treat our People fairly; we encourage a diverse, inclusive and safe environment in which we can all be proud to work.
In our recent engagement survey, 82% of our People said they were proud to work here. Whatever part of the business you work in, we make sure that you have everything you need to be able to do a great job ranging from free on-site parking if you are based at one of our sites, to fully equipped vans if you are one of our field engineers.
At HomeServe, we have a simple mantra; if our People are happy, they will take care of our Customers and that will give us a successful business.
We enable and empower our People to 'own it' and be part of delivering an effortless Customer experience every time.
It's important to us that everyone feels that they have the opportunity to get involved and be able to make a difference for our Customers and for the business. One of the things we introduced to empower our People was CustomerFirst, which is a daily open meeting that discusses queries and requests from our People; those queries will be from a front-line colleague who wants to help a vulnerable Customer whose policy doesn't cover what they need to be done; they'll be from a group of colleagues who think a process needs to be changed or a product needs to be improved; they'll be from engineers who tell us that they've just gone and done something for a Customer in need.
We also have 'People Champions'; who have been specially chosen to promote and embed our People Promises and we encourage everyone to openly discuss topics and share information on our internal Yammer network.
We are never complacent - we never stop trying to make things easier for our Customers.
We believe in growing our own through People development, and you will quickly realise that giving everyone the opportunity to learn and grow is really important to us.
In 2015, we made a significant investment in building a really robust development programme for all of our leaders. We also make it really easy to learn for everyone at HomeServe by providing virtual learning on a whole range of different topics which can be accessed by anyone, anywhere, anytime
Finally, we work together as one to make life easier for our Customers. To help build stronger relationships across all the different parts of the business, HomeServe launched a site exchange programme which enables our People to visit other HomeServe sites to learn about what our colleagues do and more importantly, how we can support each other and share best practice.
And when we get it right, we celebrate our successes! We have a STAR (Special Thanks and Recognition) award scheme which provides everyone with the opportunity to say 'thank you'; and recognise one of their colleagues for living our People Promises.