Our Values

Our success rests upon our colleagues providing great service and knowledge to our members every day. Motivated colleagues are fundamental to our continued success, so we’re committed to giving our people the opportunity to be the best they can be.

Through feedback in our staff surveys, there was overwhelming support for the introduction of a set of defined Values and Behaviours.

A staff engagement team worked hard to develop a set of Values & Behaviours, which defined both how we work with each other as well as how we operate as a business.

Our Values are:


We will be pleasant and approachable. We will behave professionally and use good manners. We will support each other.


We will take personal ownership and care about what we deliver. We will not blame others. We will strive to deliver exceptional service. We will offer our constructive opinions. We will learn from our mistakes.


We will treat others as we would like to be treated. We will speak to others as we would like to be spoken to. We will listen to other people's opinions and respect their beliefs.


We will do what we say we will do. We will aim to get things right first time. We will be open and honest. We will treat sensitive information in a confidential manner.


We will do things and simply as we can. We will be efficient and effective. We will be clear, fair and not misleading.