About HomeServe Membership Limited

HomeServe’s Leaders have demonstrated their commitment in many ways, for example standing up at the company’s People Cascades and describing what each of the values means to them personally and for their respective business areas. They also actively participate in the events that have taken place to celebrate HomeServe’s values, for example the People Champion events, People Charter week, Cascades and more! They send e-cards and present STAR awards to members of the teams. They front weekly business wide communications highlighting how employees are living the Promises through different projects and day to day working practices. When Martin Bennett began his tenure as CEO of HomeServe he made a commitment that his communication approach would be collaborative and conversational, a promise he has absolutely kept. Martin is very active on Yammer and encourages questions and debate through that channel. He regularly holds live Yammer debates to gather feedback and views on a whole range of topics. He even holds weekly “Big Conversation sessions” for groups of 20 People in all six HomeServe locations, where the emphasis is firmly on Q&A. He undertakes customer call listening and also “Man in Van” days out in the field with the engineers. Evidence of the impact Martin has had is reflected in his achievement of a 95% approval rating on Glassdoor and being ranked as the number 1 People Focused CEO 2016.

In November 2014 HomeServe launched its ‘2020 leaders’ programme. The programme links directly to the 2020 strategy and offers an 18 month development programme to the 200 leaders that manage the front line customer facing teams. The programme is made up of a series of classroom events that develops the knowledge, skills and behaviours to be successful leaders, for example influencing, coaching and performance management. These classroom sessions are coupled with e-learning, action learning sets and work based assignments to embed the learning and measure the success of the programme outputs. Along with this each delegate has received 360 feedback at the start of the programme. In August 2015 HomeServe also began a Succession Planning exercise, which is undertaken every six months to identify key talent and offer appropriate additional development plans. HomeServe measure Managers and Leaders through pre and post skills assessments. Personal Development Reviews have also now shifted to focus on behaviour and development of leadership skills rather than technical. Lastly, the company now have a Leadership competency framework at all management levels.

HomeServe have supported over 150 community groups across the West Midlands. A share of £35k has also been put towards their partnership with Midlands’ newspaper, Express & Star, on its ‘Cash For Your Community’ initiative for the third year running. Volunteers across the business gave over 1,750 hours of volunteer time for the Sport Relief 2016 campaign, with HomeServe answering a phenomenal 2,369 donation calls and raising over £72,272 on the night. The company’s people volunteered 14,000 hours, served 8,300 meals and made 6,900 food supply bags for The Midland Langar Seva Society, a local charity that provides food for the homeless. They have even provided the charity with a van to distribute food donations that HomeServe contribute to weekly from their own site. The company are also working with Career Transition Partnership and Armed forces, for example the company have recently taken on Gas Engineers who have worked with engineers to gain experience, even resulting in a job offer. To provide further opportunities for HomeServe’s P&D engineers, a Level 3 Gas Apprenticeship is also available.