Professional Documents
Culture Documents
Values and
competencies
Contents
Our core values 3
• Passion
• High Performance
• Determination
Competencies 4
• Customer focus 5
• Problem solving and decision making 6
• Ambition 7
• Working together 8
• Business awareness 9
• Leadership and management 10
High-performance
People use project management tools • I set SMARTER objectives linked to Wandle’s vision, driving goals,
and techniques to work smarter. and priorities. Our SMARTER objectives are meaningful, stretching,
and motivating
People are motivated to achieve
• I plan and prioritise effectively to ensure tasks are delivered to a
success and inspire others to do so.
high standard, on time, and to meet the needs of our internal and
external customers
• I take personal ownership of my objectives and standards
of behaviour. I am self-motivated and use my initiative. I am
responsible and cooperative. I do not make excuses, blame,
or pass the buck
• When I make a mistake, I admit to it, correct it, and learn from it
• I am motivated to achieve and deliver consistently every day.
Determination
People are committed to improving • I seek to understand the reasons for change and explore potential
organisational and customer opportunities for change. I promote change that benefits residents
performance, turning visions for and the organisation
change into reality, and adapting • I challenge the way we do things so that we can do them better
well to change. and more cost effectively. I look outside our organisation to
benchmark, to continually improve, and to get ahead
People are determined to succeed
• I am resilient and view set-backs as opportunities to learn and
through change, challenges, and
move forward.
set-backs.
To be meaningful for recruitment, Each competency has been defined at three levels:
selection and appraisal purposes the
Transforming – Wandle’s leadership team
competencies require clear definitions
that can be measured at an appropriate Delivering – Wandle’s managers
level for the role. and senior officers
Level 1 • Understands how own role and actions impact on customers and keeps
customers up to date and informed
Supporting • Able to demonstrate awareness of internal and external customers’
needs and expectations
• Pro-actively takes action to meet customers’ needs
• Deals effectively with customers in challenging situations.
Customer first
Internal and external customer
I demonstrate commitment to the customer by
putting the customer first. I am able to understand
issues from the customer’s perspective and to use
this understanding to meet their needs. I anticipate
internal and external customer needs and offer a
superior service. I go the extra mile for a customer,
based on judgement that balances the immediate
and longer term needs of both the customer and
Wandle. I am able to establish and maintain close,
long term and mutually satisfactory professional
working relationships with customers.
Level 1 • Deals with a range of simple day to day problems as they occur
• Chooses an appropriate course of action from a range of options
Supporting • Asks for guidance when appropriate
• Takes note of relevance of information received and acts accordingly.
Level 3 • Identifies and builds on opportunities for team working across the
organisation
Transforming • Works to develop a one team culture
• Creates opportunities to improve cross-functional working
• Develops strategies that support effective relationships across
the organisation and externally.
Level 1 • Possesses a knowledge of social housing issues relevant to own role and
has an awareness of sector issues
Supporting • Understands how own role and the work of the team contributes to
organisational success
• Promotes the business effectively to existing and potential stakeholders.
Strategic focus
I demonstrate the ability to take a long term view
and see the bigger picture. I take into consideration
a wide range of possibilities in developing and
shaping the future of the organisation. I integrate
Wandle’s vision, driving goals and values into
business decisions.
Business and financial awareness
I demonstrate the requisite knowledge about
housing and commercial matters and take them
into account when making decisions. I demonstrate
knowledge of the housing market and awareness
of activity at other housing organisations. I apply
understanding of the organisation and industry to
improve effectiveness and profitability. I operate on
a value for money basis.
Partnership focus
I consider issues in their wider context, thinking
through external factors when making decisions.
I forge links with partners for benchmarking and
excellent customer service delivery and establish
supportive networks. I tap into expertise inside and
outside the organisation when appropriate.
Level 2 • Ensures colleagues in the team are clear about expectations and objectives
• Encourages and motivates others to achieve objectives
Delivering • Encourages, empowers and coaches others to deliver team objectives
– people managers only.
Level 3 • Effectively communicates and delivers the vision, values and strategic direction
• Inspires and motivates others, across the organisation, to achieve excellent results
Transforming • Works collaboratively to formulate and deliver organisational goals.