Homeserve Furniture Repairs is Britain’s largest upholstery, bed, mattress and cabinet furniture repair specialist, visiting over 25,000 customers each month.
CEO James Lane and MD John Bowater comment: “Along with the Homeserve Furniture Repairs team, we’d like to say a huge ‘thank you’ to Furniture News’ readers, and to our existing clients and staff for all the support they’ve shown over this extremely difficult period.
“From one man and a van back in 2004 to over 140 furniture technicians supported by 75 head office staff providing furniture repairs to the UK and Ireland, we’ve come a long way – and are so immensely proud to win this award. Through this life-changing period, we’re continuing to expand and improve our level of service, leading this industry from the front with the Homeserve Furniture Repairs family ethos.
“Like most businesses, we’ve had to overcome some extreme challenges over the last 18 months, and our family have stuck together, persevered, and come out the other side stronger than ever. We’ve been driving forward, recruiting some fantastic new technicians to strengthen our team out on the road, as well as growing our support staff and technical managers based at head office (indeed, we’re still recruiting furniture technicians across the UK and Ireland – if anyone reading is interested, or knows someone who is, email [email protected]!).
“As the largest furniture repair company covering the UK and Ireland, our focus is quality of service, and ensuring the customer comes first. As we continue to expand, it’s of utmost importance that we continually maintain and improve the quality of service we provide. To this end, we’re working on some exciting new developments, which will be unveiled over the next six months – watch this space!
“Communication, and keeping the customer informed, is key. Our bespoke system, built in-house, is amazingly simple to use – our clients have instant visibility of what part of the journey the customer’s on, with real-time reporting linked to automatic notifications to your email, so you don’t have to be logged in.
“KPI data reports are available on our system, and are tailored for each client so we can look at the root causes of the issue raised and work together to find solutions, hopefully preventing those issues from recurring. Also, our own internal IT team is available for full support – they’ve built our bespoke operating system, and are always looking at ways to improve the customer journey.
“Our full UK and Ireland coverage for any furniture issue gives the retailer or manufacturer a one-stop solution for all their furniture service needs. Our technical management team comprises furniture technicians with over 15 years’ experience on the road – they preview jobs and pre-order parts directly from the manufacturers to ensure we maximise the chance of resolution on the first visit.
“Additionally, we’re really proud that, since completing the ISO 9001, we’re now at the final stages of completing our ISO 14001 accreditation for Environmental Management System (EMS), and ISO 27001 Information Security Management Systems (ISMS).
“Once again,” conclude James and John, “from us, and the Homeserve Furniture Repairs team, a massive ‘thank you’ to all our staff, clients, and readers of Furniture News, for your support.”
Read about the winners of Furniture News' inaugural Readers' Choice Awards in August's issue.
Pictured: John Bowater with part of Homeserve’s van fleet
