A frommessageVerona
At Yopa, values are more than just buzzwords; along with our mission and purpose they’re the building blocks of our success because they help us collaborate, create, and grow. Values can sometimes feel like they’re part of the ‘waffle’ that comes with a business and it can be hard to imagine at first glance how they affect the sustainability and profitability of a company. But dismissing values would be missing a trick.
We chose our values after talking to many people across the Yopa community to get their input, because they support our mission and purpose. They reflect our commitment to excellence, care (for our customers, our local communities, and ourselves), doing the right thing, and being frank and fearless. By keeping these values in mind and acting on them each day, we’ll do great things and continue building a service we’re all proud of.
V. Frankish
Verona Frankish CEO
2 Yopa’s Values
Our purpose is the reason we exist; it’s the change we want to make in the world.
Our mission is the goal we want to achieve. It will help us fulfill our purpose.
Our values are the core ideals and behaviours that will make all this possible.
OUR PURPOSE
Become the estate agent of choice by proudly and sustainably delivering for our customers, our local communities and each other.
OUR MISSION
Help 30,000 customers each year move home, profitably and sustainably, by 2027.
Empower our people and partners to be their
Attract and win more customers
By providing excellence in service, blending the best of people and technology.
By consistently innovating to improve our platform and processes.
By providing clarity, support and a great place to work.
By creating market leading capabilities in the areas that matter most to our customers.
SOLD
the best value home experience Create profitable scale
Develop
best.
OUR VALUES
Care deeply Do the right thing Execute with excellence Be frank and fearless 3
“
Values are the building blocks of our success” 4 Yopa’s Values
Our Values
Care deeply Execute with excellence
We care about our customers, each other, our communities, our environment and how we impact it; we care about how we show up and every interaction we have, using empathy, positive intent, understanding and kindness.
We deliver; we commit to our strategy, deliver for our customers and each other, take pride in our actions, hold ourselves accountable and take responsibility.
Do the right thing
We make decisions with integrity, for the greater good; we build trust; we choose to be ethical, and make choices in support of our purpose (even when no one is watching).
Be frank and fearless
We’re open, honest and transparent; we explore new ways of making things better; we take chances, not being afraid to fail by creating an environment where falling enables us to learn; we help each other to get back up.
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CARE DEEPLY
How
How
to care deeply
• Seek to understand and listen with an open heart and mind.
• Be self-aware and recognise the impact of ourself on others.
• Respect our differences.
Examples of behaviours
• Using probing questions and active listening with all internal and external customers.Keeping your customers and each other informed effective notes – even if it’s not good news.
• Actively seeking to understand your colleagues and their role and function to develop the skill of empathy.
• Playing back conversations to confirm understanding and demonstrate appreciation. Thinking before speaking and having a positive intent because you care what the other person thinks/feels.
• Being conscious of your emotional wake and how it will impact others.
Leadership behaviours
• Being selfless as a leader.
• Communicating in a way that is important to the audience, not just to you.
• Having the wellbeing of the individual at front of mind.
• Appreciation – showing it/thinking it/modelling it.
do we define ‘care deeply’? We care deeply about our customers, each other, our communities, our environment, and how we impact it. We care about how we show up and every interaction we have, using empathy, positive intent, understanding and kindness.
6 Yopa’s Values
Core Values EXECUTE WITH EXCELLENCE
How do we define ‘execute with excellence’?
We deliver. We commit to our strategy, deliver for our customers and each other, take pride in our actions, and we are accountable. We take responsibility.
How
• Create conditions for success, start with the end in mind, be clear, set a plan, stay focussed and get it done.
• Always do the things you say you’re going to do.
• Know your stuff and do yourself proud. to execute with excelence
Examples of behaviours
• Spotting challenges before they become problems.
• Doing your homework, coming prepared to every meeting.
• Focusing on bringing solutions, not problems.
• Setting expectations of what you can actually deliver.
• Being clear on the process and expectation and seeking clarity or support when needed.
Leadership behaviours
• Recognising the strengths and limitations of others.
• Setting and upholding your team’s standards of excellence.
• Identifying potential issues/mistakes and take responsibility to correct them.
• Creating conditions for success, allowing adequate time to succeed.
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DO THE RIGHT THING
How do we define ‘do the right thing’? We make decisions with integrity, for the greater good. We build trust, behave ethically, and make choices in support of our purpose, even when no one is watching.
How
to do the right thing
• Do the right thing even when no one is watching.
• Act, think, and behave in an ethical way which is aligned to others, not just yourself.
• Be truthful, open, and polite and don’t take advantage of others.
Examples of behaviours
• Giving 100%, working with pride, and following through on commitments by always doing the things you say you are going to do.
• Being transparent with all options available to the customer.
• Making ethical decisions and thinking in a way aligned to others, not just yourself.
• Being polite, honest, and respectful.
• Accepting and embracing that the easiest thing isn’t always the right thing.
• If something isn’t right, taking action to do something about it.
Leadership behaviours
• Taking accountability, and if you’re unsure that you have done the right thing, fixing it.
• Giving your team the benefit of the doubt that they can do the right thing.
• Empowering and trusting people to do the right thing.
• Making decisions that encompass a sustainable approach.
8 Yopa’s Values
BE FRANK AND FEARLESS
How do we define ‘frank and fearless’?
How
to be frank and fearless
• If you think it, say it - but with respect and humility.
• Don’t fear failure, but always learn from your mistakes.
• Be brave in your approach, even if the outcome is uncertain.
Examples of behaviours
• Not being afraid to challenge.
• Being honest and respectful in your interactions.
• Striving to gain the knowledge you need to be competent in your role, and actively seeking and embracing support for development needs.
• Making time to reflect, then learning from your successes and failures to make improvements. Not just rushing from one task to the next.
• Being honest about your own limitations, and being open to the learning and development you need to reach your potential.
Leadership behaviours
• Being honest if we aren’t going in the right direction and being brave enough to correct it.
• Focusing on the areas where we will get the most fulfilment.
• Taking calculated risks and being aware of the impact to
• the team and business.
• If something is uncomfortable to talk about, not shying away.
We’re open, honest and transparent. We’re curious to explore new ways of making things better. We take chances and we’re not afraid to fail. We create an environment where falling enables us to learn, and we help each other to get back up.
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Meridian House, Wheatfield Way, Hinckley, Leicestershire, United Kingdom, LE10 1YG
