Governance and Stakeholders
Citizenship is owned by everyone at Nationwide and is led by our CEO, Graham Beale, who chairs the Citizenship Committee which meets quarterly. Under the Committee we have Working Groups, led by the subject matter experts within the business, which review progress against targets and assess emerging risks and opportunities in our priority areas, and report quarterly to the Citizenship Committee.
Our dedicated Citizenship team manages the programme on a day to day basis, with the support of a network of Community Champions around the UK. Citizenship is embedded into PRIDE, the behavioural set that supports our values, set at the heart of our culture. Ultimately, all of our employees are accountable for delivering Living on your side.
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To be able to deliver the best possible value for our members, it is vital that we engage our key stakeholders so we understand issues, keep abreast of best practice and are able to strive to continually improve every part of our operations. Nationwide has a wide range of stakeholders, but recognise members, employees, government, suppliers and media as those we have the greatest impact on. We maintain a conversation with those key stakeholders through a range of channels:
As a member owned organisation, it is vital we have a variety of channels through which members can express their views and opinions.
TalkBacks – regular events around the country giving members the chance to talk to senior members of our Board.
Nationwide Connect – a group of more than 5,000 customers that give regular feedback on our products, services, advertising and programmes.
Your Voice – discussion and comment facility through our dedicated members' website.
Member Suggestions – customers can make service improvement ideas and suggestions on products.
Social media – via our Facebook and Twitter pages
Service/Brand Tracker – independent tracking of customer service and customer/non customer perceptions of our brand, products, services and citizenship programmes.
Government and MPs
As a leading financial services organisation, Nationwide is in regular dialogue with a range of government and political stakeholders, and is active in the public policy debate around housing, financial services and other relevant issues.
Active participation in key government schemes and initiatives, such as New Buy and development of the Junior ISA
We host parliamentary briefings, seminars and meetings on key topics and insights, including Nationwide’s regular Westminster Economic Briefing
We provide responses to government consultations and calls for evidence.
Nationwide's approach to Policy and Public Affairs
Nationwide engages with MPs, Peers, MEPs and relevant officials on an ongoing basis. Our approach is based upon the following three core objectives:
a. Championing good consumer outcomes
b. Creating a supportive policy and regulatory environment for Nationwide in the UK and EU
c. Promoting understanding of and support for Nationwide’s products and growth strategy
Nationwide works closely with and is an active member of financial services trade bodies (e.g. the Building Societies Association) as well as sector specific trade bodies (e.g. Council of Mortgage Lenders)
Where appropriate and dependant upon the matter under consideration, we work with our trade body partners in our public affairs activity
Nationwide’s approach to public affairs is fully consistent with Nationwide’s Gifts and Hospitality Policy and Nationwide’s Anti-bribery and Corruption Group Policy.
Nationwide has a range of forums and feedback channels for our employees.
ViewPoint annual employee survey (90% response in December 2012)
Online forums and Talkbacks with senior managers
Pulsecheck survey is undertaken annually to seek employee’s feedback on the effectiveness of our internal communication and channels and measures Enabling, Understanding, Belief and Trust in the communication.
Although we are not a manufacturer with an extensive supply chain, Natiionwide still does have a significant supplier base which we endeavour to engage with on a range of sustainability issues before and during any contractual relationship.
Potential suppliers are engaged as part of our due diligence process with all third parties
Once a relationship is established Nationwide has regular dialogue with suppliers using our Third Party Management Framework, which include areas such as financial stability, code of conduct, legislation and business continuity.
In a high profile, consumer facing sector it is important Nationwide has an open and ongoing dialogue with the media.
Media Relations has developed a corporate narrative which enables us to position the Society, and ensure important stakeholders understand our strategy, objectives and proof points
There are regular meetings between Executive Directors and the senior members of the media to communicate Nationwide’s strategy, position and successes
We handle well over 600 calls from the media each month where we manage issues that could affect Nationwide’s reputation while also creating opportunities to put Nationwide in the headlines
We regularly communicate Nationwide’s news to the media through a number of means such as press releases and social media interactions.