Our values


The way we work is central to delivering and meeting the needs and expectations of our customers. Guided by clear-cut values and principles, our business culture provides a foundation for success.

We work to a clear set of corporate principles

We have identified a number of positioning principles that underpin our business strategy. We use these as reference points in conducting our day-to-day interactions with customers, employees and other stakeholders. These include:

  • Treating customers fairly
  • Competing on value, customer and disability expertise
  • Providing value for our stakeholders
  • Ensuring our financial position is capable of sustaining the Scheme into the future
  • Being recognised as an outstanding and responsible employer.

Diversity and inclusion

We believe in accessibility in the broadest sense, recognising that everyone has differences in capabilities, needs and aspirations. Within our business, this means providing the same job opportunities for every employee. It means sustaining a culture where people are free to flourish, and their contribution is rewarded equally regardless of race, national or ethnic origin, disability or gender.

We have taken a number of positive and meaningful steps to address gender pay, including diversity training for managers, and the creation of networking groups, including a Women's Networking Group to provide a forum for discussing ideas and potential solutions to advance gender equality.

Find out more in our 2020 Gender Pay Gap Report Will download a resource(PDF 236KB)

Creating a positive working environment

To give our customers the best service, we work to ensure the highest performance levels across our company. Our performance culture looks to reward excellence and success – and that means our people:

  • Involve themselves in company policy and direction
  • Think commercially about key business decisions
  • Engage with our customers and help find solutions
  • Work resiliently and professionally in everything they do.

Engaging with disabled people

It is fundamental to our organisation that we really understand our customers. We use a number of opportunities to make sure that a wide range of views are heard.

  • Surveys and research help us understand what our customers are looking for
  • Close relationships with disability organisations help us to better understand our customers’ needs
  • Scholarship programmes provide financial support and work experience for disabled students each year.

Our Values

Our company values are behaviours which apply to everyone at every level of the company. 


  • We take ownership and are accountable 
  • We have a flexible and can do approach 
  • We are confident in making informed and appropriate decisions


  • We act honestly and with integrity
  • We recognise when others need support
  • We strive to understand the needs of our customers, both internal and external


  • We trust and respect each other
  • We value diversity and everyone's contribution 
  • We work together and communicate openly 

Forward thinking 

  • We embrace change and look for continuous improvement 
  • We collaborate to seek opportunities think differently 
  • We put our customers at the heart of what we do


  • We are resilient and professional 
  • We strive to be the best at what matters most
  • We set high standards and go the extra mile