Homeserve to outsource complaints operations

| December 14, 2011 | 0 Comments
Homeserve to outsource complaints operations

Home repair company Homeserve has announced plans to outsource its complaints handling operations.

It previously handled complaints from its call centre in Walsall, but complaints were found to have been dealt with incorrectly during last winter’s period of severe weather.

Homeserve received an unprecedented number of calls and some of its customers were forced to turn to local plumbers to get their boilers repaired.

The company, which calls itself the “fifth emergency service”, is re-building its UK operation and will re-tender the contract early next year.

Around 100 full-time staff are involved in complaints handling at the Walsall operation and they are expected to transfer to the new firm.

They will work under the leadership of Homeserve’s newly appointed director of customer relations.

Homeserve is believed to still be in the process of reviewing last winter’s complaints, which numbered around 48,000, and these will still be dealt with in-house.

Homeserve also initiated a re-training programme for sales staff last year after Deloitte identified problems with its sales processes.

In November it announced that it would cost around £10 million to retrain the sales team.

However, Homeserve said today: “The UK business continues to make good progress in recommencing its sales and marketing activities.”

It is expected to re-launch its marketing campaign with mailshots early in the New Year.

The company has also announced an agreement with Sembcorp Bournemouth Water as part of its expansion in the water utility sector.

The deal will give Homeserve an additional 200,000 households and 100,000 emergency policy holders, extending its customer base to 23.5 million households.

Homeserve’s shares lost 40 per cent of their value after being hit by the mis-selling scandal, and although they have made a slight recovery they remain 35 per cent down on the year.

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