HomeServe USA corporate social responsibility

Corporate Social Responsibility

At HomeServe USA, corporate and social responsibility is a core component of our culture upon which we have a rich history of giving back to the communities in which we live and work.
Supplementing our corporate efforts we constantly look for ways to support our communities and encourage our employees across North America to contribute in any way they can.

Working With The Community

 

At HomeServe USA, corporate and social responsibility is a core component of our culture upon which we have a rich history of giving back to the communities in which we live and work. Supplementing our corporate efforts we constantly look for ways to support our communities and encourage our employees across North America to contribute in any way they can.

As part of those efforts, HomeServe USA has established the HomeServe Cares fund focusing efforts on those with a demonstrated need for assistance. We welcome funding requests that align with our Mission Statement and that ultimately help our community and our citizens flourish.

To shape and further its interests, HomeServe USA has developed a Mission Statement and Strategic Framework to guide our philanthropic activities, and we believe they will assist us in building productive relationships with potential beneficiaries.

Customer: Commitment To Service

 

HomeServe House with a hart shape cut out centre up right on grassAt HomeServe, the customer is at the heart of everything we do, from our front-line employees through our CEO, customer satisfaction is a number one concern. Each month, our Senior Management Team, along with all of our C-level executives, meet to review all customer concerns. They examine the data, review customer touch points and the subsequent resolution. This allows us to quickly adjust training, policy and/or procedures as needed. In addition, HomeServe’s customer charter reinforces our commitment to customer satisfaction.

Call center agents are available twenty-four hours a day, seven days a weekand on holidays to field emergency claims calls. Our fully screened, local technicians within the network are required to be readily available and on-sitein the event of an emergency.

Contact Center
We operate an in-house call center with over 400 employees located in Chattanooga, TN. Our contact center operations are all located in the U.S. We have a 99.9% uptime requirement of our phone and other mission critical
systems. All of our inbound calls are recorded and monitored for quality assurance.

Sales & Customer Service
Our sales and customer service is available M-F, 8am EST to 8pm EST and on Saturdays from 10am to 4pm EST. It is closed on New Year’s Day, Memorial Day, July 4, Labor Day, Thanksgiving Day (and the following day), Christmas Eve and Christmas Day. A caller who reaches our Sales and Customer Service line when it is not staffed gets a recording that provides our hours of operation.  We have customer service representatives that are bilingual (English/Spanish) and are able to take calls directly from Spanish speaking customers. Should a non-Spanish speaking team member receive a call, the appropriate associates are readily available to respond to the inquiry.

 

Repair Management & Claims Processing
HomeServe’s claims handling and network dispatch center is a 24/7/365 operation and is staffed to provide exemplary customer service. If a customer calls into any of our phone lines, they have prompts to be routed to our repair management group for emergencies. Once we receive a call, customer repair requests are given priority depending upon urgency. This is determined following a dialog between our representatives and the customer.

For emergency situations, before a job is dispatched to the contractor, that contractor must be available to visit the site immediately.

For non-emergency situations, our team also dispatches jobs to the network of service providers operating within the given locale. The repair management team confirms that the contractor can perform the repair within the required time frame and authorizes repairs on behalf of HomeServe. We pay the contractors directly and plan rates are not affected by usage of the programs.

We recognize the importance of a positive customer experience, even when a claim is not covered by a customer’s policy. In all instances of a denied claim, we offer the customer the opportunity to use one of our licensed network contractors, who will honor HomeServe’s negotiated rate.

 

Training
HomeServe ensures that all customer representatives receive proper training, on both a product and partner basis.

  • New contact center representatives are given a three-week, training program.
  • Training is conducted in a live, connected classroom for real-world experience.
  • The objective of this initial training is to familiarize new staff with HomeServe product offerings, and our approach to service excellence.
  • Trainees take actual calls under the guidance of the training coordinator and our floor supervisors, followed by daily tests and debrief sessions.
  • Monthly continuing education programs support our quality assessment process whenever new partners or products are introduced.

Employees: Diversity and Development

 

Homeserve engineer in his vanAt HomeServe USA, we encourage and value differences. We believe that when employees have the freedom to express their unique points of view, new ideas for growth bloom.

Diverse thinking and a strong leadership team with a variety of backgrounds, experiences, and thought processes are a must in today’s workplace. Employees have unique points of view and having an environment where they are encouraged to express those ideas is a must at HomeServe. In order to meet the demands of our growing business and to continually innovate to meet the needs of our customers, it’s important to tap into the diversity of thought of our employees.


Development & Training

In order to give our customers superior service, we need to attract and retain top talent.  We achieve that by making HomeServe a great place to work where people from all backgrounds can develop their careers and feel rewarded for what they do.

It’s important to engage employees to help us put our corporate social responsibility policies into practice and meet our business objectives.  Feedback from our employees helps us determine engagement levels and identify areas where we can improve.  Each year, we conduct a “My Voice Employee Survey” for all full-time employees. An external company conducts the survey and all answers are anonymous.  The responses help us gather thoughts and feedback about working at HomeServe and identify areas of opportunity to improve and build off of the things we currently do well.

We consistently invest in training and development to help our employees reach their full potential and ensure they have the skills to keep up with business growth and developments.

Community: Support and Safety

 

A cut out of people holding hands while standing on grassAt HomeServe USA, we seek to support organizations that are in alignment with core business values, guidelines and our focus areas.

Since 2012, HomeServe USA has worked with Habitat for Humanity, an organization that seeks to eliminate poverty housing and homelessness by building houses in partnership with families in need.

Charitable Contributions
Employees across all HomeServe USA locations made donations for Breast Cancer Awareness efforts, with a large portion of donations coming from Norwalk, CT and Chattanooga, TN. Employees purchased "Jeans Passes" in increments of $25, $50, $75 or more during October and November 2013 for the opportunity to wear jeans everyday to work through the end of 2013.  HomeServe matched each employee donation and accumulated $16,000 to donate to the American Cancer Society targeting the support to end the fight against breast cancer.

HomeServe USA employees in our Chattanooga office were thrilled to participate in fundraising again this year in support of the 7th Annual Children's Hospital Dragon Boat Festival. Not only did they participate in the actual race, in-house fundraising enabled them to donate $3,266.42. Fundraising actives included meal sales, bake sales and supervisors promising to shave their heads if certain dollar amounts were reached (it is reported that two male supervisors have already received buzz cuts in time for the summer heat).

HomeServe USA employees in our Chattanooga office were thrilled to participate in fundraising again this year in support of the 7th Annual Children's Hospital Dragon Boat Festival. Not only did they participate in the actual race, in-house fundraising enabled them to donate $3,266.42. Fundraising actives included meal sales, bake sales and supervisors promising to shave their heads if certain dollar amounts were reached (it is reported that two male supervisors have already received buzz cuts in time for the summer heat).

In April, a Des Moines resident, Calvetta Williams, a single mother and a giving participant in her community, got her wish for a new water line which would have cost her $6,700.  HomeServe repaired the broken line for Ms. Williams after the local water company discovered the leak and a news story highlighted her plight.

As part of HomeServe’s arrangement with Jackson Township Municipal Utilities Authority (JTMUA), a portion of the proceeds from the sale of service plans to homeowners in this New Jersey community are donated to local charities as determined by the JTMUA Board. This year, the Board again selected the Jackson Women of Today Food Pantry for their continued work in distributing food to low income and unemployed households along with the Jackson First Aid Squad to recognize their outstanding work in response to Hurricane Sandy. Since the HomeServe program with JTMUA launched in early 2009, over $16,300 has been donated to support local Jackson Township agencies. 

Since 2006, HomeServe has partnered with the to provide water service line, sewer/septic service line, and interior plumbing protection plans for (ME) area homeowners. As a direct result of homeowner participation in the Portland Water District sponsored program, HomeServe USA is pleased to contribute $10,000 to The Opportunity Alliance to assist District customers with basic needs related to home repair and water conservation. In times such as these, these additional funds will help expand this program’s reach. We are proud to make this donation to the Opportunity Alliance and are thankful for the good work their organization does for the Portland community and the Portland Water District!

Thanks to a partnership with HomeServe USA, WaterOne is able to give back to the community. WaterOne recently contributed $15,000 to the Johnson County Utility Assistance Program, commemorated at a WaterOne board meeting on Tuesday, October 9, 2012. Through WaterOne’s partnership with HomeServe USA, residential customers in WaterOne’s service territory have the option of coverage under HomeServe USA's water service line protection plan. WaterOne is using its proceeds received from the sale of water line service plans to reduce rate pressure caused by delinquent customer accounts, benefitting all WaterOne customers. In doing so, WaterOne is proud to pay it forward to the Johnson County Utility Assistance Program, a well-regarded charitable program offering temporary assistance to local individuals and families who need help paying their water bills.

A Hurricane Sandy Relief Fund raised $10,000 by our employees for colleagues in the Northeast who had sustained significant damage to their homes as a result of the hurricane.

HomeServe continued to show their support of their local community with the donation of a HomeServe technician van to the Habitat for Humanity of Coastal Fairfield County (Habitat CFC). The van will help Habitat CFC more efficiently transport lumber and materials to build sites around the county to help construct affordable housing in the local community. 12 HomeServe employees from the Chattanooga office also volunteered their time and teamed up with members of Habitat for Humanity of Greater Chattanooga, to support the chapter’s build for a local resident.

Employees teamed up with members of Habitat for Humanity of Coastal Fairfield Country (Habitat CFC) on March 23, 2012 to support the development of one of eight new condominiums on West Main Street in Stamford, CT, for a family in need.  To help fund the March 23 build day, HomeServe donated $5,500 to purchase some of the building materials for the site. In addition, 10 employees from the Company’s Stamford headquarters stepped away from their computers, rolled up their sleeves, and volunteered their time.

 

Global Giving

Two pairs of hands with figers cupped on top of each other around a globeAll around the world, HomeServe continues to make financial and non-financial contributions to organizations to address the challenges of worldwide communities.

In September 2012, our UK business reached its target of donating £1 million to its national charity partner, Marie Curie Cancer Care. The three-year target was reached six months early, an incredible achievement. The partnership was extended for another year, until March 2014.

To date £1,268,000 has been raised in total. £475,000 has been raised through employee fundraising, business donations and sponsorship of Walk Ten.  We have also provided free home emergency cover to Marie Curie patients, to provide practical support at home (from fixing a boiler to unblocking a toilet) through our network of engineers. This cover, along with other gift in kind activities has raised a further £793,000.

Since reaching the fundraising milestone, employees have been encouraged to visit Marie Curie hospices to see for themselves the genuine difference their fundraising has made.

Two prestigious industry bodies have recognized the partnership; it has been short-listed in the Third Sector Business Charity Awards in the category of Employee Engagement and the Institute of Fundraising has
nominated it for Best Business Charity Partnership.

In March 2013, our UK business also supported the Comic Relief media appeal for the ninth consecutive year by taking calls in our Walsall call center. 250 volunteers answered over 4,000 donation calls while the BBC
broadcast the live show and £130,000 was raised to help vulnerable people in the UK and in Africa.

In France and Spain, we have continued to support local charities both by fundraising and volunteering. Activities have included cooking a Christmas lunch for disadvantaged people, painting walls in a school for disabled children and toy and food collections.

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