At Glide we are all about making life simple for our customers. We realise that utilities are vital but can be difficult to understand and sometimes a bit boring. This document outlines our commitment to you and details how we try and do everything in a way that is fair and transparent. We want you to feel valued and we want any contact you have with us to be as effortless as possible. This short document gives an overview of how we meet this commitment and what we are doing to strive for continuous improvement.

Straightforward communications

Our aim is that we communicate in a way that is easy for you to understand. We don't want to bamboozle you with industry jargon or hide behind complex words and phrases. We will do everything we can to make sure that we use clear and transparent language to make all our interactions with you as easy as possible. We will always try and give you all the facts and ensure that the important messages get the most prominence.

Fairness and honesty

Being fair and honest, having good integrity and doing the right thing is really important to the whole Glide team. We pride ourselves on our strong morals and hope that this reflects in everything we do. We've all been in your shoes and we want you to feel that you can trust us. We will never do anything that significantly favours our interests over yours or gives rise to any intentional detriment. It is never our intention to mislead or confuse you.

Appropriate and professional

We want to create a good balance, we want you to feel valued and that we act professionally but we don't want to become call centre robots who have had their personalities removed. Our commitment to you is that we will try and keep things professional, appropriate and relevant whilst maintaining our human element.

Being there when you need us

We try and do everything we can to make it easy for you to contact us when you need us. This includes by email, telephone or even good old snail mail if you choose. We listen to our customers and we know how you like to contact us. We try and make sure we've always got enough people here to provide a prompt response. We appreciate that you (our customers) may never have dealt with bills and utility companies before and sometimes need a little extra helping hand. All of the team are committed to ensuring that you get the help that you need and in a way that you can understand.

We're always striving to be better

We think we're pretty good at what we do but we recognise that there is always room for improvement. This section gives an overview about the things we are doing to try and become the very best we possibly can be.

We're listening to you

We are undertaking a series of activities to better understand our customers and what we can do to make things better for you. We're already using this information to drive improvements. This includes using some snazzy methods of measuring how satisfied our customers are with all the services we provide. This will help us focus on any areas that aren't meeting our high standards.

Developing our people

Our employees (we call them Gliders) are the most important piece of the jigsaw to ensure that you receive fantastic service. We take a great deal of time ensuring that we recruit excellent people. Once on board we continually develop them to be the best they possibly can be. We know that it's frustrating to get passed from person to person, this is why we are currently undertaking activity to ensure that all our staff are trained across all our processes. The intention of this policy is so that the person you speak with is able to deal with any query that you throw at them (about Glide, we're not so hot on astrobiology).

Communications

We pride ourselves on the way we talk to and help our customers. We recognise that we can always get better at this and that is why we are undertaking a full review of all our processes to ensure any emails, letters, texts or phone calls are carried out in a way that best meets our values of clarity and transparency. It is our aim to keep things simple whilst ensuring you are clearly made aware of the key information to keep you well informed.

Our company values

The way we do business is as important as the business we do. This is why we have developed the Five Glide Commandments. We use these to keep us focussed on ensuring that the way we work is always as our customers and employees deserve.

  1. Thou shall be open and honest and always straightforward
  2. Thou shall support others in achieving their goals
  3. Thou shall embrace simplicity
  4. Thou shall always strive to innovate and improve
  5. Thou shall believe life is for living and thou shall have an awesome time in the process