Our Responsibility
Living our values isn’t just about doing right by our clients and each other. Everyone who comes into contact with our business should benefit from those values. And, given that we deal with the public day-in, day-out, that’s a lot of people.
Being proactive in the workplace
We have a very successful healthy workplace scheme where we can access anything from cholesterol testing to nutritional awareness, health professionals visit our sites and we take time out of our working day for a consultation with them.
Our people are involved in all aspects of continuous improvement, identifying process improvements, bug bears and new ways of working.
Community spirit
We aim to make the communities in which we operate proud of our contribution to their lives. Being a responsible organisation means being a trustworthy employer, and Making a Difference in our communities. Every year we donate thousands of pounds to local charities and our people invest both work time and their own time in volunteering activities.
Our fundraising is undertaken through Team HML, which has evolved from a “Sports & Social Club” and has nearly 1,000 members. For every £1 raised by staff, HML adds a further £1 and in last four years alone, we have raised over £255,000 for a number of local, national and international charities.
We have organised fundraising events for local schools, hospices and animal shelters and our contact centres have been used to collect phone donations on Children in Need night.
The charities that have benefitted from Team HML include; Oxfam, Cancer Research, MacMillan, Marie Curie, Foyle Hospice, Manorlands, Yorkshire Air Ambulance, Airedale NHS Trust, RNIB.
Marketplace initiatives
In the marketplace, we’re working hard to ensure we treat our clients’ customers fairly at all times. We do this through developing a culture of trust, focused management information and through providing escalation routes direct to senior management where our people can highlight any concerns they have.
We have also introduced a programme of industry Round Tables for our clients to share best practice in a number of areas such as Treating Customers Fairly and Securitisation.
We’re doing all we can to ensure our suppliers have ethical working methods. And we’re working to standards such as PRINCE2, Investors in People and ISO to give our clients a real sense of reassurance that we adopt best practice in all we do.
Environmental impact
Businesses can have a huge impact on the environment. By reducing the volume of wasted paper, increasing recycling opportunities across all sites and getting our people to ‘think green’ both in and outside the workplace, we have been able to minimise our carbon footprint and theirs alike.
Our new Head Office in Skipton, planned for 2010, is designed according to leading edge BREEAM environmental standards.
Community Contribution Award
Are you eligible for a Community Contribution award?
At HML we recognise our role as being an important part of the communities in which we operate. The variety of worthwhile causes we support range from providing football strip or matchball sponsorship, to helping primary schools with projects and events or local musical companies to put on productions. We are not concerned with the size of your organisation or whether you are a registered charity – we just want to help! All we ask in return is a commitment from you to promote our partnership and the reputation of HML as a business. We are genuinely interested in what is happening in our local communities.
To find out if you are eligible for a Community Contribution award from HML please print the attached application form, complete the details required and return it to the address shown on the form.
What the ratings agencies say about us...
"Continued investment in technology and implementation of various enhancements resulting in numerous process efficiencies particularly around contact centres."
"From our analysis, it is evident that HML has the resources in terms of people, systems, and premises to enable it to manage its growth targets, without compromising service."
"Experienced forward-thinking leadership focusing on growth and process efficiency."
"Strong IT and Reporting systems."
OUR INDUSTRY PARTNERS...
