HomeServe reviews

There is still a way to go to bring things to the level they need to be, but the intention is there to do it. Customer Service is not always where it needs to be, listening to customer, taking time over calls to have a great conversation, making the customer feel valued. I also think that we have to educate our staff on what it really means to be regulated and help them work to the best of their ability within that framework. Most don't understand the rules properly and see them as a hinderance to their job rather than as a benefit to both themselves and the customer.

The board is totally dysfunctional and this filters down, with little to no strategy to guide the company. It is reliant on a handful of products that it pushes, knowing very well that its T&Cs give them a way out. It build its business model on pushing low value products, hooking customers in with low cost and confusing deals, and then relying on complacency whilst it ruthless cranked up prices in subsequent years. It knowingly miss sold products and was fine £30m+ for it, yet has not woken up to this message and still pushes broken products.