CSR Guiding Principles

Our Customers

• Providing good value, fit for purpose products which meet or exceed customers’ expectations
• Communicating in a clear, appropriate and accessible way
• Delivering a positive experience throughout a customer’s relationship with us

Customer Experience Steering Committee

read more from the Customer Experience Steering Committee

Risk Management

• Managing appropriate market, social economic and environmental risks and opportunities in our business
• Integrating these risks into the core decision making process of our businesses
• Integrating appropriate standards of Environmental, Human Rights and Corruption and Bribery policy into overseas subsidiaries

Group Risk and Control Committee

Refer to
Principal Risks and Uncertainties

Business Ethics Working Group

read more from the Business Ethics Working Group

Socially Responsible Investment

• Promoting responsible business practices in the companies in which we invest to create longer term value
• Promoting sustainable business practices in our Commercial Property Portfolio to create better shareholder returns

Sustainable Property Board

read more from the Sustainable Property Board

Our People

• Working in close partnership with our recognised trades union, Unite, on key decision making
• Providing a flexible, supportive, healthy and safe working environment
• Adopting policies and practices which encourage an appropriate work/life balance
• Applying open and fair processes for recruitment, promotions, outsourcing and downsizing
• Being clear about what the right ethical behaviour is to our employees
• Promoting our Values: customer focus, teamwork, open and fair, and results driven

Group Health and Safety Committee

read more from the Group Health and Safety Committee

Business Ethics Working Group

read more from the Business Ethics Working Group

Our Suppliers

• Acting at all times in compliance with our Sustainable Procurement Policy
• Supporting any suppliers of our goods and services who do not comply with our ‘CSR standards for key suppliers’ to secure improvements

Group Environment Committee

read more from the Group Environment Committee about our suppliers

Our Environment

• Reducing rather than offsetting the impact on the environment arising from our business activities

Group Environment Committee

read more from the Group Environment Committee

Our Communities

• Supporting the community as a whole, but especially grass roots issues where we can make a difference in those communities in which our main offices are based
• Investing in charitable causes and social enterprises which are closely aligned to our business activities to aid our understanding of future markets and opportunities
• Supporting and encouraging employee involvement in charitable giving and volunteering

Group Charity Committee

read more from the Group Charity Committee