We value our customers and communities, putting the needs of our clients and tenants at the heart of everything we do.

• We work to improve the homes of our customers and communities in which they live
• We empower tenants, involving them in the decisions we make and the work we do
• We try to exceed the customer satisfaction levels achieved by our competitors
• We recruit from the local community and whenever possible have a branch in or near the area where we work
• We provide translation services to tenants and can communicate in over 150 languages
• We enable all our employees to spend 16 hours a year working - for free - on jobs to help local people and organisations
• We strongly support the wishes of our employees to volunteer to help improve the local they work. In 2005, over 7,500 hours was spent by our employees helping improve the sustainability of these communities.

 

We value teamwork, supporting each other, sharing ideas and never excluding others.

• We believe the best solutions are achieved through partnership and teamwork
• We work in partnership with Local Authorities and offer shared use of offices and systems and a collaborative approach to ideas, decisions and actions
• We support and meet with tenant liaison groups to exchange ideas and keep people informed
• We recruit from the communities in which we work, we create apprenticeships and we help people to bridge the skills gap
• We believe that diversity improves teamwork - we actively support all diversity from ensuring language translation services are available to tenants to encouraging more women to participate in the maintenance and construction industries
• We recognise that all of the best ideas come from a collaborative process. We positively encourage and reward teamwork amongst all of our employees.

 

We value personal responsibility, setting and achieving consistently high standards in our work and our conduct, and never adopting a negative attitude.

• We work hard to get the job done first time and on time - or faster
• We recognise we all have a responsibility to support the development of our colleagues and help them reach their full potential
• We believe greater efficiency creates better customer service
• We invest in systems that minimise paper use and improve the speed at which we get things done
• We follow up all complaints to resolve problems quickly and completely
• Our Group-wide approach career development helps us to make Mears a great place to work
• We recognise that key to improving value is to drive down waste and unnecessary cost. We all take responsibility in our roles to ensure money is well spent.

 

We value innovation, being inventive in our approach and never allowing conventional thinking or bureaucracy to get in the way.

• We were the first to deliver mobile show homes, introductory videos for tenants, mobile comfort homes and 365 days a year/24 hours a day maintenance services
• We have established new centres where we train apprentices in building maintenance skills
• We also provide extensive training for trades people, helping them to develop and diversify their skills
• We enable local schools and the local community to use our facilities
• We provide welcome packs for new tenants in their homes and thank you packs for when they've undergone intrusive work in their home
• We also provide cleaning packs for our employees so we never use tenants' cleaning products to clear up when we've finished.