Doing what matters for our business, people and the planet

At TSB, having a responsible business strategy is an integral part of what we do, and our Do What Matters Plan is shaping this. From providing Safe Spaces for victims of domestic abuse, to reducing our operational greenhouse gas emissions by 74% in 2021 vs 2019, we’re making tangible differences to our customers, colleagues and suppliers whilst improving the communities and environment we live in.

Joint research with the Good Business Charter showed that 97% of people feel it’s important that businesses act responsibly and that 89% of consumers are more likely to change where they shop and buy from based on how a business behaves. So, with that in mind and building on our successes so far, we launched our Do What Matters Plan 2025 in July. A refreshed, focused plan concentrating on three key areas: business essentials, people and the planet.

Before looking at these areas in more detail, you can find further guidance on our Intermediary Support Page where you’ll also see specific information relating to help with Money Worries, Tailored Customer Support, Vulnerable Customers and Green Initiatives. Your Business Development Manager can guide you in enhancing your responsible business strategy.

Business essentials

Building responsible business behaviours is the foundation of our Do What Matters Plan which includes being a truly inclusive and trusted workplace. We’ve partnered with Working in Mortgages, an organisation founded by the Association of Mortgage Intermediaries (AMI) and the Intermediary Mortgage Lenders Association (IMLA) to support and shape the future of diversity and inclusion within mortgages. From an individual starting out in the industry, to companies wanting to make diversity and inclusion a core business strategy, you can join the Working in Mortgages network and receive all the support and guidance required.

Doing what’s right for people

Building money confidence is at the core of our business purpose. With the rapid rise in borrowing rates, energy and food costs seen this year, many people are feeling challenged and confidence in their financial situation is falling. So much so, that our new Money Worries Page has seen a massive 60,000 visitors since the launch in August, making it clear customers are looking to us for support.

Our Intermediary Support Page has a wealth of information for you to support your clients build their money confidence. The Money Worries Page gives advice on the rising cost of living, debt struggles or just life’s challenges. And where we’re likely to see more people being put into vulnerable situations, we can guide you through how to recognise a vulnerable situation with our Tailored Customer Support Guide. There’s also information on the additional support we can give these customers on our Vulnerable Customers Page.

Doing Better for the planet

The third part of the plan focuses on reducing our impact on the environment and collaborating with our colleagues, customers, and suppliers to be more sustainable. In January 2021, we began our pathway to operational net zero emissions and we’re committed to reaching this by 2030.

So far, 100% of our energy purchased is renewable, we’ve introduced measures to reduce our energy consumption and we’ve reduced paper consumption by 59%. We’ve also planted over 53,000 trees for every house purchase completed to help mitigate the environmental impact created when moving home. We’ll continue to further reduce our operational emissions over the years to come. As members of the Net-Zero Banking Alliance, we’ve also committed to set robust and science-based targets to our lending portfolio to be net zero emissions by 2050. We’re also working hard on the new products our customers need to support them as they look to decarbonise and make their homes more energy efficient. Our Green Initiatives Page will be updated as we further support the Government’s net zero strategy.

So, whether you’re looking to become more sustainable or give more support for your vulnerable customers, your Business Development Manager will be happy to guide you through our Intermediary Support Page.

Alison Prosser
TSB Mortgage Intermediaries
Intermediary Communications and Events