HomeServe Basics
What is HomeServe’s main role in partnership with Southern Water?
To provide plumbing and drainage home assistance cover for Southern Water customers.
Name one service HomeServe provides under its plumbing and drainage cover.
Fixing burst or leaking internal pipes.
Who is responsible for leaks in the public water main?
Southern Water.
A customer calls about a leak inside their home — who should they contact if they have cover?
HomeServe
Why is it important to use clear language when explaining HomeServe services?
To ensure the customer understands their options and responsibilities.
When was HomeServe founded in the UK?
In 1993.
Which HomeServe service helps with blocked drains or toilets?
Drainage cover.
If a leak occurs on the customer’s private supply pipe, who handles it?
The customer or HomeServe if they have cover.
A customer complains about a blocked drain outside the property — whose responsibility is it likely to be?
Southern Water.
What tone should analysts use when speaking with vulnerable or elderly customers?
Calm, patient, and reassuring.
What type of company is HomeServe?
A home emergency assistance and insurance provider.
Is a boiler breakdown covered under Southern Water’s HomeServe plan?
No, boiler cover is not included.
What system do analysts use to check for active network issues or outages?
Unify or SAP.
A customer sees a HomeServe charge and doesn’t understand it — what should the analyst explain?
It’s optional cover through a partner company, not part of their water bill.
What system can analysts use to find accurate information on HomeServe or Southern Water processes?
Reservoir (knowledge base).
Who can sign up for HomeServe cover — tenants or homeowners?
Homeowners
How can a customer reach HomeServe for emergency help?
By calling their 24/7 emergency helpline.
What is the main role of Southern Water?
To supply clean drinking water and manage wastewater services.
An elderly customer asks for help managing leaks — what support can you offer?
Add them to the Priority Services Register (PSR) and provide HomeServe info.
How should you handle a customer who is frustrated about a blocked drain that isn’t Southern Water’s responsibility?
Show empathy, explain ownership clearly, and provide next-step options (HomeServe or private plumber).
True or False: HomeServe cover is automatically included in all Southern Water accounts.
False — it’s an optional, separate cover.
What benefit does HomeServe offer Southern Water customers?
Peace of mind and quick resolution of household plumbing or drainage emergencies.
Why is it important to clarify coverage responsibilities to customers?
To prevent confusion and ensure accurate referrals.
A customer reports low pressure and a wet patch in their garden — what should you check first?
System updates for supply issues, then advise if it’s a private leak (HomeServe).
Why is accurate note-taking important after customer interactions?
It ensures continuity, supports quality reviews, and prevents repeat issues.