Page 8 - 2020 Vision

Our Cornerstones
Brilliant Basics
 Ensure health and safety, regulatory and asset compliance
 Deliver agreed key performance indicators
 Deliver lease and contractual obligations
 Maintain accurate, timely and up to date records
 Develop an industry leading capability
Customer Experience
 Adopt a ‘right rst time’ approach to delivering exemplary customer service
 Actively encourage and act upon customer feedback
 Continually innovate our customer service provision
 Identify opportunities to enhance asset values
 Enrich the communities we serve
Communication
 Pro-actively keep customers and colleagues up to date
 Be responsible and accountable for timely responses
 Where possible talk rather than email
 Utilise the development of emerging real-time technologies
 Build strong relationships by walking in our customers shoes at every interaction
Empowering Our People
 Make Mainstay a great place to work
 Attract and retain people who believe in our “Why” and live by our Values
 Empower, coach and develop individuals to be the best they can
 Actively encourage creative solutions which delight the customer
 Recognition of exceptional e ort
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