Our values underpin everything we do. They are a key part of our strategy and inform how we approach our work. Our values are:

Integrity and independence

We are honest, inclusive and fair. We are independent and impartial and we make decisions on merit.


We review complaints in a proportionate, timely and fair way, using our insight to develop and promote good practice. We have a professional and committed staff team.

Openness and accessibility

We are clear, transparent and accessible in all that we say and do.

Service ethos

We treat all who engage with us with respect and sensitivity. We listen, reflect, and learn, being flexible and responsive to those who use our service and working continuously to improve what we do.


We are committed to understanding the sector and to sharing knowledge.

Equality and diversity

We believe strongly in equality and diversity and we promote it through our work and as an employer.

Equality, diversity and inclusion

Equality and fairness are at the heart of what we do. Our values include equality and diversity and we are committed to promoting this through our work and as an employer.

Our commitment to kindness

Kindness is not a new concept within our organisation, and in recent years we have been exploring how kindness and taking a more human approach can help our work.

related pages

Our organisation

Learn more about our strategy, our values, how we are governed, our service and our people.

Our strategy

Learn more about our strategy and read our Operating Reports and Plans.

Our service

Find out more about our service, how we handle personal data and how you can give us feedback or make a complaint about our service.

Our people

Find out more about the people who work in our organisation, our senior leadership and current job opportunities with us.