Homeserve: People Charter & Internal Branding
Agency: WPA Pinfold
Executive summary
HomeServe is one of the UK's leading home assistance providers. They make customers' lives easier by delivering maintenance and repair services, including plumbing, drainage, electrics, heating and much more, through their own nationwide network of engineers and sub-contractors.
Although a commercially successful business – moving from start-up to FTSE 250 Company in just 20 years – it was evident in 2011 that HomeServe had lost its focus on the customer experience. A three-year FCA investigation concluded in February 2014 resulting in a fine of £30m.
However,...