Compare McDonald's vs HomeServe UK BETASee how HomeServe UK vs. McDonald's compare on employee ratings, job openings, CEO approval, business outlook and more.
What Employees Say
I worked at HomeServe UK full-time for more than 5 years
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.
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.
Advice to Management
Lots of things are done really well, but decide on an overall strategy on how customers are served - decide if emergencies should be focussed on and set customer expectation better. A lot of things... are caused by not planning the work better - give the operation the tools and the ability to be able to to this as they are really good at doing what they do with the tools that they have. Join up the business more - marketing and operations need to be more closely linked. Let both sides come together and decide what service is to be provided, then make sure you can fulfil it. Keep doing the diversity and inclusion, charity and well being initiatives - these are brilliant, but accept the fact that People have a life outside HomeServe. It seems that those who fully engage and make HomeServe part of their life get all the development, encouragement and opportunity. There are still loads of People who want to give their all in their day to day role but leave HomeServe behind at evenings and weekends (or whatever shift they work). I have a feeling that engagement will improve if that happens. Whilst opportunity should be open to all and the aims of the company are in line with this, in practice it doesn't happen consistently enough. There are some really brilliant People that could be encouraged to develop more and build their careers - these People tend to be in more support areas and are overlooked. Equally there are people that do a good job who just want to carry on doing that. This is often forgotten and could be perceived as lacking ambition and drive. Embrace both schools of thought.