At Mears, service excellence starts with keeping all our promises we make to our customers, whether this is fixing a broken tap or providing first rate care and support services.

Service excellence means more than this though. We work in some of the most socially deprived areas of the country and we feel a strong sense of responsibility towards finding ways to improve the long-terms prospects of the people who live in these communities.

This philosophy has always been at the heart of Mears.

Social value

Our vision is to make a positive difference to the communities we serve, and social value lies at the very heart of what we do.

We believe we have a responsibility to contribute to the needs of our wider society and we have an absolute commitment to do so.

Social value is integrated into our business. We strive to lead the way in social value by delivering projects which are both lasting and meaningful.

Read our latest social value reports:

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Integrated safety, health, environmental and quality

We operate an integrated approach to safety, health, environmental and quality (SHEQ) management.

Currently, more than three quarters (76%) of Mears Group is certified with ISO9001 (Quality), ISO14001 (Environmental) and OHSAS (Health and Safety).

We are committed to comply with these standards and all current and future UK legislation and any other requirements.

See our SHEQ policies and certificates here:

Our customers

We work with Local Authorities, Housing Associations and care commissioners. Our end service users are the recipients of housing services and care in the home.

We repair and maintain over 700,000 homes nationwide, carrying out around 6,000 repairs per day, and provide solutions to resolve the challenges of homelessness.

We also provide care and support to around 20,000 people, enabling older and disabled people to continue living in their own homes for longer.

We focus on long-term outcomes and positive social, economic and environmental impact.

We have gained Customer Service Excellence accreditation including the Community Engagement standard.

Our Housing division conducts around 80,000 customer surveys every year – 91% of our customers rated our service as ‘excellent’.

In Care, 90% of our branches are compliant with CQC standards.

See reports and certificates here:

Customer Service Excellence

Tenant Participation Advisory Service

Our Guide to making Customer Feedback Easy

Our people

We recognise our people as our greatest asset. Mears employees are skilled in delivering an excellent service while showing a strong customer service ethos and an empathy for our service users.

Our service delivery is our key differentiator. We invest heavily in training our people and we are committed to providing them with the skills and equipment to deliver great service. We measure our performance to drive further improvements.

During 2016, we opened two new bespoke academies in Rotherham and Brentwood.

We employ 400 apprentices and have been named a Top 100 Apprentice Employer.

We deliver a range of upskilling and professional development for employees, as well as programmes for young and unemployed people from our communities.

We consistently retain our Investors in People (IIP) accreditation.

Read some of our people policies here:

Social mobility

Mears has been selected by the Government as one of just 12 Social Mobility Business Champions.

Social mobility is ‘a measure of how free people are to improve their position in society’, giving people equal chances in life, regardless of their background or so-called social standing.

As a Social Mobility Champion, we lead by example – employing people from all walks of life – and we have pledged to take the message out to other businesses across the country.

So how are we doing? We decided to survey our managers – click here to see the results…

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