Making HomeServe a place people want to work has been central to turning the company around following a low point in 2014 when the home emergencies and repairs group was fined a record £30.6m for mis-selling insurance policies and mishandling customer complaints and had earlier been losing customers and laying off staff.
At that time, the Financial Conduct Authority was criticalof the firm's culture and pay structures, which had put quantity ahead of quality, with many customers suffering as a result. "Firms must put the interests of customers at the heart of their business if we are to...