1. Goal A We will ensure our service is flexible & the best Directorate of Sport, Trading & Residential Services (STARS)

3. Service level agreements will be in place. This is our promise to our customers. It defines and details the service we give. Its our contract with them. Directorate of Sport, Trading & Residential Services (STARS)

4. Clearly defined procedures will be in place. These will act as a guide for you. You will know what's expected of you and how to deliver it safely and effectively. Directorate of Sport, Trading & Residential Services (STARS)

5. It’s a team effort We’re playing to win and we’re in this together. We’ll support you every step of the way. We want to be the best. Directorate of Sport, Trading & Residential Services (STARS)

6. Health and safety is very important to us Health and safety is at the centre of everything we do. This doesn’t mean we can’t have some fun at work. It does mean we look after ourselves and other people. Directorate of Sport, Trading & Residential Services (STARS)

7. We must not use health & safety as an excuse. Directorate of Sport, Trading & Residential Services (STARS)

8. We will work beyond minimum compliance. We will identify hazards in our working environment and put measures in place to control them. Directorate of Sport, Trading & Residential Services (STARS)

9. Audits will be carried out to test our service. To be the best we need to be one step ahead of our competition We need to listen to and respond to our customers, deliver what they want and exceed their expectations. If we don’t, someone else will. Directorate of Sport, Trading & Residential Services (STARS)

10. Service standards and styles will be known. Our customers will know what to expect and they will judge us against that. Lets go the extra mile and give a great and memorable experience. Directorate of Sport, Trading & Residential Services (STARS)

11. When things go wrong as they sometimes do Lets acknowledge the mistake, resolve the complaint quickly and learn the lessons from the experience. Directorate of Sport, Trading & Residential Services (STARS)

12. We will build effective relationships with our internal and external partners We work with other people both inside and outside the University to deliver our service. We need to let them know what STARS is all about. Directorate of Sport, Trading & Residential Services (STARS)