HomeServe business transformation rewarded with national award

By Simon Penfold | Business Picks | Published:

Home assistance provider HomeServe has been recognised for a remarkable transformation in its employee experience with a prestigious national award.

HomeServe's John Greaves (centre) receives the award (pic credit: UK Employee Experience Awards)

The Walsall-based business picked up the Business Transformation and Managing Change award at the 2018 UK Employee Experience Awards, which is handed out to the company demonstrating the most ‘significant change to business practice.’

It comes after HomeServe transformed its culture from a low ebb in 2014, where just 56 per cent of its people were engaged in the business, to the most recent employee survey which found that number had shot up to 83 per cent.

Change has come through the implementation of HomeServe’s People Promises and People’s Charter and a commitment to building the brand from the inside out and empowering its people to make an impact on the business.

HomeServe brand director John Greaves picked up the title at the ceremony at the Park Plaza Riverbank, in London.

He said: “Our people are right at the heart of everything we do at HomeServe so it’s incredibly pleasing to be recognised by our peers as an example of best practice for that investment.

“The transformation started some years ago but the work doesn’t stop here. We have a relentless focus on our people because we believe that is the best way to make sure our customers get the very best service.

“Our people are now more engaged than ever before. We’ve put them first and the by-product of that is that we also have some incredibly positive customer satisfaction numbers as a result.”

In the most recent HomeServe people engagement survey, 84 per cent said that HomeServe’s community work made them feel proud to work for the company.


More than 90 per cent said they were proud of the work they do, and 95 per cent said they cared about the future of the business.

Since the launch of the groundbreaking ‘Effortless 2020’ strategy, designed to empower HomeServe’s People to drive the business forward, 96 per cent of the company’s 3,000 people have joined internal social network channel Yammer.

HomeServe CEO Greg Reed added: “If our people are happy, they will take care of our customers and the rest will take care of itself. It’s a simple mantra but it’s at the heart of everything we do.

“Through hard work we’re creating a culture where people genuinely enjoy coming to work every day because they feel engaged and feel what they do really makes a difference in our customers’ lives.”

Simon Penfold

By Simon Penfold
Business Editor - @SPenfold_star

Business Editor based at the Express & Star's head office in Wolverhampton, looking for stories big & small.


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