‘We put the customer first’   

... is one of the key values here at Homebase and the evolution of that value has seen us develop a customer service philosophy to one that is tailor made for our company and our business called Free2.

The Free2 principles empower our people to choose a style that feels right for them, suits their individual personalities and enables them to communicate in a confident manor that is appropriate for their customer. It gives them the flexibility to use language they are comfortable with so that both customers and the staff can communicate effectively and it enables the deliver of great service. In order to really make a difference for our customers we all have to be free2 do what we genuinely think is best for each and every person. Sometimes this will mean thinking on our feet and it may even mean that rules are stretched, as long as they are not broken. Although Free2 should be the guiding principles in everything we do, it’s important to keep this freedom within a framework as processes and procedures are still important

Free2                                                                   

We are constantly striving to improve our Customer Service recognising it is essential to ensure customers get differentiated service, which is consistently better than they’d receive elsewhere, regardless of where or when they visit a Homebase store. There is a greater need than ever to have the right people in the right place at the right time.

Due to the diversity in the demographics of both our people and the stores across our estate a ‘one type fits all’ style of customer service isn’t realistic in this ever changing environment, so we have introduced a new service proposition giving each person and every store the freedom to choose how they deliver great service to their customers on a local level