Bikes or bots? Why HomeServe puts employees first

HomeServe, the UK insurance company, received a massive fine back in 2014; to rehabilitate, the brand understood that the problems began within the organisation, so it set out to fix itself.

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...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands