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Guiding Principles

We want to be the best in our industry, but not at any price. We are committed to being a responsible business, running that business in a manner that both employees and suppliers can be proud of, acting with transparency to our clients and suppliers and delivering delightful customer service on all occasions.

Our reputation, which is based on providing the best service to our clients and customers possible, always doing the right thing and acting within the law, is one of our greatest assets. We expect our suppliers to sign up to working in a similar way to help maintain that reputation


We are committed to:

  • Conducting ourselves with integrity and complying with the law

  • Recognising that our decisions have an impact on others

  • Unequivocally expecting responsible and ethical decisions from others

  • Speaking up if we observe behaviours that are not consistent with our Values

  • Continuous improvement

  • Treating customers fairly and in compliance with FCA regulations

  • Treating Vulnerable Customer at all times with courtesy and ensuring their dignity, safety, security and well being are safeguarded

Our Business Management System

As you would expect we have in place a variety of compliance and assurance procedures and processes which are subject to regular due diligence by our clients.

Our management system is structured according to ISO 9001:2008 guidelines ensuring all processes and procedures are kept up to date and that staff are able to access necessary information easily.

Fraud and Fighting Crime
Our team are trained to identify and flag any issues that are of concern.  We work with our clients to understand their fraud triggers and their required process for escalation.  

In a recent case one of our claims handlers noted that every time they called the customer this rang with an overseas ring tone.  We brought this to the attention of our client and following a conference call  including two other suppliers involved in the claim it was ultimately established that there were unoccupancy and potential fraud issues.

Our team
We believe that our staff are our greatest asset and therefore invest in (and respect) all aspects of their health, wellbeing and personal development and provide them with a safe working environment. We treat all employees fairly, do not discriminate against any groups and actively seek to develop a diverse and inclusive workforce.  

This includes compliance with the Modern Slavery Act 2015 

In return we expect the highest professional standards of conduct from them. From interview to induction to ongoing training we focus on the need to manage and conduct business responsibly and with integrity. Our Staff Handbook outlines our expectations and policies relating to all areas from data protection to gifts and hospitality, from sickness to bribery and corruption.

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