HomeServe have backed down somewhat. They’ve removed the gross misconduct and left it at misconduct while paying me 12 weeks in lieu of notice. What’s more they’ve cocked up yet again! Oh yes! This may not be finished yet! Still dealing with my union at the moment. Watch this space…
Well I had the appeal hearing a month ago and HomeServe are still ‘investigating’. Bullshit! They are dragging their heels thinking I’ll go away. Guess what? I’m not going away.
If they don’t get a move on there will be information on social media and the newspapers about the following:
- The sex scandals at the Christmas balls;
- The sex scandals within the workplace and during working hours;
- The reasons people were miss-selling leading to the £30million fine;
- The way the company made money before the FSA (now FCA) stepped in;
- Much more – I have over 14 years worth of information.
If any newspapers would like information then I’m open to offers.
After being on suspension for about 6 weeks, they fired me yesterday. I’m no longer bound by their contract so I’ll say what I damn well please now.
They said I was rude to a customer and it was gross misconduct. I wasn’t rude at any point of the call. I didn’t swear and I was not aggressive. I couldn’t give the customer what he wanted so he threatened social media. This is a big scare for HomeServe. My crime was that I forgot: ‘Sorry this has happened, but it’s good that you’ve brought it to our attention. Now let me see what I can do.’ Or words to that effect. They call it the ‘Glad, Sure, Sorry’ procedure.
This is classed as giving empathy, which they say I didn’t show. It is not compulsory, as they agreed in my disciplinary. As they said it is ‘a tool that we can use’. Note the word ‘can’. Not should, or must, or have to. No. It’s not compulsory.
They also said that I talked over the customer. I told them that I started talking when the customer had finished and he began talking again before allowing me to finish. He talked over me. They also didn’t like the fact that I said: ‘Can you let me finish?’
When you are trying to explain something and the person you are speaking to ignores you, then I think it is quite feasible to say this! The managers say it when they are speaking to customers or agents. I even heard Theresa May say it to Andrew Marr on the politics show!
I was told that they think I will forget the ‘Glad, Sure, Sorry’ bit again, and as I’m on a final from last year, they were now terminating my employment. Hello? Guess what? I’m human and I make mistakes. Obviously the managers are robotic saintly angels who never, ever, ever make a mistake! Course not. They are so perfect.
So there you go. These are the reasons for me being fired.
Now, just so that people know. I had put in a grievance before being put on suspension. A grievance about the 6 days extra holiday that I was buying. They were taking the payment out of my monthly pay, since October, but had not given me what I was paying for. This is a criminal offence. After many emails and complaining I logged a grievance. It has been ignored. A grievance should be dealt with before someone is fired.
I asked for a copy of notes from a meeting I had last year. Every time I asked for them it was confirmed that I would get them. I never received them. They denied me my legal rights.
I asked for a copy of the notes on certain calls for this year. I was told they would be posted to me. I’m still waiting for them. Denying me my legal rights again.
Our contractual hours changed in December. They sent me 5 letters that were all incorrect. I asked for a correct letter of employment. Never got it. Legal rights denied.
In my disciplinary, once they had told me I was fired, I pointed out these legal breaches and informed them they would be hearing from me. And now that I was no longer employed by HomeServe I would have to sort it out outside the company, with a lawyer. That was when all the excuses started.
I’ve been at that company for 14 years. There have been quite a few people put on suspension recently who have also been there over 10 years. Think of this what you will. I pointed this out in my disciplinary and got a load of excuses.
Rumours are rife. For those readers who know me you now know what has been happening. You can probably guess what will be happening in the future as well. My union rep says I have to take it one step at time. Not a problem.
It’s been a while since I’ve posted due to lots of things going on. Lots of things happening – mostly good.
Work is very busy at the moment. If we’re lucky we get chance to breathe.
A young chap called me today on behalf of his mom. I told him I needed her permission to discuss the details, to which he replied: ‘You can’t speak to her. She doesn’t speak English.’
I said I still needed her permission. He asked me what I wanted to say to her so I explained I just needed her permission to discuss information with him. He repeated all this to his mother in their own language. She then came on the phone and answered my request. All well and good.
The discussion I had with the young chap centred around the boiler. I asked if it had been serviced every year.
‘I don’t know.’ He replied.
‘Can you ask your mom?’
‘Mom. Has the boiler been serviced every year?’ He asked her in English!
I wonder if he had forgotten that she doesn’t speak English!
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I have to work a certain amount of Saturdays in the call centre, and the last few months my department has been required to sit at other desks. This is because the department downstairs is required to sit upstairs with us, so they are given our desks! That’s right. We have to move elsewhere so another department can sit at our desks! And boy, have some of them been messy.
We’ve had dirty cups and dirty tissues left on the desks. I’ve had rubbish left in my draws. My department colleagues have had things removed from their draws and tampered with. Chairs have been altered when there is a notice asking for them not to be. And there’s even been chewing gum left under the desk.
These are people working for the same company. Some of them seem to be dirty scrubbers. We shouldn’t be thinking of our work colleagues in this manner, but if they act like it, then…
What is it with this country now? Why are people not taught manners or consideration for others? Is this the fault of their parents? I don’t think so. Adults know right from wrong. These people are dirty and lazy.
When buying a large expensive item it’s common place to do your research and you check out all the details of it before buying. You look at the model and what it’s capable of, it’s capacity, what it’s powered by, etc. Whether it’s a house, a car, a boiler, a washer, a computer, or any other expensive item.
Part of my job is to register new boilers and it’s unbelievable how many people do not know what boiler they have. They have gone out and purchased an item that could have cost a couple of thousand pound and they have no idea what model it is. If this wasn’t bad enough, some of them don’t even know when it was installed in their own home, or what powers it!
So a homeowner has paid a complete stranger for an expensive item that they know nothing about, asking said complete stranger to enter their home on a random date, rip out a major appliance that provides heating and hot water, install an appliance they know nothing about or how it works, and they’ve paid several hundred or a couple of thousand pounds for said stranger to do it. Incredible.
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Well Christmas and new year celebrations are now over and we are at the start of 2016. I haven’t made any new year resolutions as such, never seems much point as they last a few weeks and then you forget what it was. However, I do feel that this is the year to sort out my future. I don’t want to be in the call centre at the end of this year. I want to be doing something completely different. I had an intuitive feeling that this year would be a year of changes for the better.
I had already set some changes in motion at the end of last year, so I’ll be building on those. I plan to do an EFT course in June and would like to take that further.
On the negative side I read that Baba Vanga had prophecised the end of Europe this year. Apparently, we are to be invaded by ISIL and wiped out. Interesting. Can’t see any God allowing people who don’t respect him/her/it to get any where much, never mind wiping out a continent. They are too scared to even show their faces on their propaganda videos.
Roll on pancake day!
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Unfortunately I had to work this Saturday. Right at the end of my shift I had a customer ringing to take out a policy that I don’t deal with. I’m not authorised to set it up so would have been in serious trouble if I had done so. However, as I explained to the customer, the department that could set this policy up had closed – and they were all walking out. Don’t blame them. End of their shift and they have homes to get to.
This particular customer would not accept that we were closed. No. She was insisting that there was someone there who could set the policy up for. After explaining to her several times that she would have to phone back another time, and she not accepting what I was saying, I got fed up with it. I told her I could put her through to that department but they were closed so would not answer her call.
‘Put me through there!’ She demanded. So I did. Then I went home.
I’m expecting her to call back on Monday and lodge a complaint. But how many times do I have to tell someone that there is no one there to help them? Did she think I was lying? What possible reason would I have to lie? All of our documents state our opening times, so if someone wants to ring at closing time then they must be prepared not to get any help.