Telesales on but HomeServe reviews continue
HomeServe said it has restarted "limited" telesales activity after an inquiry into the mis-selling of its products. The Walsall company added it would now review its direct mail marketing before the New Year.
The home repairs business said it would re-introduce trained staff taking inbound calls region by region over the coming days.
It added it would now review its direct mail marketing material ahead of the next mailings, which are currently scheduled for the New Year.
HomeServe said it had started the process of developing new outbound sales scripts but would only recommence outbound calls when "fully confident of meeting the required standards".
On 31 October, the company announced it would suspended its sales operations following a review by accountant Deloitte.
The review found cases where the sales processes did not meet required standards and HomeServe said it planned to retrain nearly 500 call centre staff.
It said "very few" customers cancelled their policies over the disrupted period.
Richard Harpin, chief executive, added: "Our priority is to tackle the issues in our procedures that we have identified.
"The actions we are taking are an important part of that process and we will continue to take all necessary steps to ensure that all our customers receive the standards of service that we and they expect."
