Responsible business
Our Approach
HomeServe is trusted to care for people’s homes.
We focus on doing the right thing for our customers, people and the environment, embedding responsibility into everyday decision‑making.
Supported by strong governance and compliance with local regulations, we operate with integrity and accountability to create sustainable value and build a resilient business for the long-term.
Our customers
Our customers are at the heart of everything we do. For more than 30 years, HomeServe has supported homeowners by protecting, maintaining and improving their homes, helping them manage unexpected repairs and transition to more efficient, comfortable living.
We are committed to treating customers fairly, delivering high quality products and services, and operating with transparency and integrity. As demand for low carbon and energy efficient solutions grows, we play an important role in supporting customers to make informed, practical choices that suit their needs and circumstances. Through strong governance, responsible product design and a focus on safety and service quality, we aim to build long-term trust and deliver sustainable value for our customers and stakeholders.
Our people
We operate with a People‑first philosophy designed to attract, develop and retain a skilled, resilient and future‑focused workforce.
We employ over 7,000 colleagues across our businesses, all contributing to a culture shaped by strong values and a commitment to delivering value for our customers across all business lines.
We aim to be an employer of choice, providing an inclusive and supportive environment where colleagues feel empowered and valued. We champion human rights, equal opportunities, diversity, equality and inclusion, fair pay and a strong health & safety culture, underpinned by ethical conduct, strict adherence to our Code of Conduct and responsible leadership.
Our values of Courage, Persistence and Integrity set expectations for leadership, accountability and collaboration and continue to guide our hiring, development and recognition processes.
Employee engagement remains a key priority. Our annual engagement survey helps us understand what our people think and feel, enabling us to take targeted action to improve the employee experience. In 2025 the Group achieved an average engagement score of 68%, reflecting a positive response across our markets with clear areas of focus for improvement.
We recognise that our activities impact the environment and are committed to managing this responsibly across our operations.
We focus on understanding and reducing our environmental impacts, including energy use, emissions, waste and resource efficiency, embedding environmental considerations into business planning and day‑to‑day decision‑making while complying with local regulations.
We aim to work with suppliers and contractors who share our commitment to responsible environmental practices and continuously strengthen governance and oversight to support long‑term environmental resilience across the Group.
After completing a full review of our Scope 1, 2 and Scope 3 targets to ensure they were fit for purpose and feasible for our business, we have re-developed our carbon reduction targets to align with recognised frameworks and emerging regulatory expectations.
Using a 2024 baseline, we plan to set near‑term and long‑term targets covering Scope 1, 2 and relevant Scope 3 emissions, aligned to a 1.5°C pathway and a long‑term net zero ambition by 2050.
Our approach focuses on genuine emissions reductions, supported by strong governance, data and oversight.
We continue to report our energy use and carbon emissions in line with the requirements of the UK Streamlined Energy and Carbon Reporting (SECR) regulations.
Environment
Health & Safety
Health & Safety is a core component of HomeServe’s governance and risk management framework. Our Group Health & Safety principles align with the standards and expectations of our owner, Brookfield, and are embedded across leadership, operations and our contractor network.
We monitor and report performance through regular management and Board oversight, using insight to strengthen controls, reduce risk and support long-term business resilience.
Through strong oversight, consistent standards and a focus on continual improvement, we manage Health & Safety risks proactively to protect people and support long-term business resilience.
Gender Pay Gap
Gender Pay Gap reports for UK businesses with more than 250 employees.