Corporate responsibility

Be the Change is our way of ensuring we conduct our business in a sustainable and responsible manner, and outlines how we can all take individual responsibility for that performance. We are part of Capita Group and our approach is fully aligned to our overall Group ambitions.

As a business we need to ensure that we are managing our performance, not only financially but also across the environment and the wider society. By bringing these areas together we will build a business that is sustainable and successful. To support this ambition we have a number of policies and principles that outline and strengthen our approach.

We have five main ‘impact areas’ and a stated ambition against each of these, that by upholding our values and always managing our performance in these areas we can ensure that our business can be a force for good through our operations. 


In principle: We’re working to ensure an engaged and healthy workforce – one that’s skilled, diverse and empowered to help our business meet its objectives.

In practice: For the second year we will be supporting Mission Christmas and donating Christmas gifts for young people. In the John Lewis Partnership we also fundraised for, and donated to, the JLP Christmas Campaign partner, Age Concern.

Find out more about Mission Christmas here


In principle: We will respond to your needs, fulfilling our shared ambition and delivering their services responsibly creating value for you and your customers

In practice: Whoever we work alongside, we bring our CSR commitment to the partnership, which may mean car-sharing initiatives, job-swaps and training, or employee volunteering mechanisms. 



In principle: We aim to make a positive impact through the services we provide, and support the social and economic development of the communities we operate in.

In practice: That routinely translates into using our power as an organization to act as a positive force, from employment generation in deprived areas of Scotland to piloting a telephone –based program that where our people will help to tackle the issue of loneliness and isolation amongst the elderly. Elsewhere we have raised over £600,000 for the Prince’s Trust, our chosen charity.

Find out more about the funds we raised for Princes Trust here


Read more on how we're support our local communities here



In principle: We seek to eliminate resource waste and positively manage our environmental impact across our operations.

 In practice: Across Customer Management, in 2015 we reduced our Year on Year energy use by 10%, and are on course for a reduction of 11% in 2016. The car share platform we launched in September is already forecasted to remove 100,000 commuter miles from the roads



In principle: We will work with them to ensure that the goods and services we buy are provided by suppliers with the highest ethical standards, in line with our responsible sourcing policy.

In practice: We actively manage the environmental impacts of our suppliers, and have implemented a number of projects to reduce the energy use across both our operations and the number of business miles we travel


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News & blog

International Men’s Day 2019 – leading by example

by Capita Customer Management 19/11/2019

2 minute read

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Aimie Chapple joins Capita Customer Management

by Capita Customer Management 31/10/2019

2 minute read

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Read the news & blog