Spotlight on Lance Gibbons

To celebrate National Customer Service Week, HMS is focusing the spotlight on a single member of staff - showcasing how an individual team member’s approach to service excellence can make a big difference to customers’ lives.

Lance Gibbons is a multi-skilled operative who works in the Cheshire West and Chester region, delivering minor home adaptation works to vulnerable and elderly customers, as part of HMS’ partnership with Home Assistance Hub.

These essential works aim to help customers remain independent in their own homes and include:

  • Modifications to doors and windows
  • Grab handrails and balustrades
  • Installation of lever taps and minor bathroom upgrades
  • Steps and ramps
  • Alarms and monitoring equipment

Lance brings high levels of dedication, enthusiasm and customer service to every home adaptation task. To date, he has received over 350 customer compliments, some of which are shown here:

“Lance has done a brilliant job for us this morning; we hope that we see him again soon. These rails should avoid more falls for my husband.”

“Lance has done a very good job, especially the steps at the back - he asked for my view too on everything and was very considerate and a tidy worker.”

“I think Lance has done a fantastic job and explained everything very carefully.”

“From start to finish of job I was very happy. The workmanship and communication was outstanding. Well done!”

HMS Customer Experience Manager Gail Farley says, “Lance has been a key member of the team, working with customers and Occupational Therapists to ensure customer needs are met.

“HMS’ ‘PeopleCare’ strategy empowers front-line staff to make a difference on a daily basis. Feedback received demonstrates just how Lance’s caring manner and excellent workmanship improve the lives of our customers,” Gail explains.



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