The principles that keep us on the right path

These principles help us when working internally and help keep us on the right path with our processes.

1. Ensure that what matters to our customers is at the heart of what we do
If what we are doing is not servicing our customers’ demands we must challenge why we are doing it.

2. Work towards perfection
Continually improve how we work by focusing on the valuable demands from our customers to become more efficient.

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3. Finish what we start before we start something new
Taking each piece of work as far as we sensibly can towards completion and only changing one thing at a time to ensure thorough investigation.

4. Put ownership as close to the work as possible
Everyone should have the knowledge, support and authority to take ownership of our customers’ demands and do what’s right at the point of interaction.

5. Check, plan, do, and re-check
Before we make changes we need to 'think' at each stage and validate why we’re doing what we’re doing and what we can do to make it better from the customer’s viewpoint.

We need to ensure we are involving all relevant parties in the end-to-end flow.

6. Make mistakes and learn from them
If we don’t make some mistakes we’re not trying hard enough to improve. We need to ensure we're learning from these.

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7. Challenge everything
Everything we do, and why we do it, can be challenged and changed to allow us to work towards perfection.

8. Be sensible and ensure everything is proportionate
We need to think before we act and checks and planning need to be proportionate to the complexity of the change to be made.


Find out about the number of different activities and projects we have in place to help local communities and the environment.

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Find out about our values and vision as a company as well as a full time line of where we started to where we are today.


We are authorised and regulated by the Financial Conduct Authority and are also members of a number of trade associations.