Our vision and principles are shared across every business in the Group, and guide how we work with customers, clients and each other.
Our vision and principles
Shared across every business
Our vision
To build lasting relationships with every customer.
A relationship that lasts starts with doing the basics well: clear advice, honest updates and a service people want to come back to. That applies to every business in the Group, whether a customer is buying their first flat, letting a portfolio or moving into retirement housing.
Property is rarely a single transaction. The same person might rent their first home, buy one, let it out when they move on and, years later, look for somewhere to retire. Across our businesses, we can support each of those stages, so a good experience at one can lead naturally to the next.
The real test of a relationship is whether people come back and recommend us, not any single sale or let. That means giving honest advice, even when it isn’t what someone hoped to hear, and keeping customers informed so they never have to chase for an update. It applies to the relationships behind the scenes too: with landlords who trust us with their homes, with developers and investors who rely on our advice, and with the suppliers and partners who help us deliver.
Our principles
Our collective principles are shared across the Emeria UK group, of which Campions Group is the estate agency arm.
They aren’t a set of rules. They describe how we expect to work, whatever the business, the role or the customer. Each one is practical, and each one has to show up in what customers and colleagues actually experience.
That’s why we show what each principle looks like in practice, with one example for customers and one for colleagues. Some examples are Group-wide and others come from individual businesses, but together they show the standard we hold ourselves to across the Group.
Make it simple
We are driven to make things easy and uncomplicated. For us, that means keeping everything straightforward.
In practice for customers:
Chestertons’ Sale Ready service, run with Leadenhall Law Group, prepares the legal paperwork before a home goes on the market, so there is less to resolve once a buyer is found.
In practice for colleagues:
Shared Group teams handle compliance, HR, finance and facilities, so branch teams can spend their time with customers.
Be collaborative
We create and maintain collaborative working within our teams and with our clients and suppliers to achieve the best outcome.
In practice for customers:
Our Key Clients team brings local offices and specialist teams together around a single point of contact for landlords, investors and developers.
In practice for colleagues:
Our Customer Experience team shares what is working between brands, so a good idea in one business can be used across the Group.
Bring clarity
It’s essential that everything we do is clear, understandable and transparent.
In practice for customers:
At Chase Buchanan, advice is given in plain English, without jargon or spin, with updates at every stage.
In practice for colleagues:
A member of our team reads every job application, we publish each stage of our recruitment process, and candidates who are unsuccessful after interview receive feedback.
Be consistent
We deliver to the right level each and every time, so that we are trusted and relied upon.
In practice for customers:
Shared processes and systems support the same standard of service across our businesses, from first enquiry through to completion.
In practice for colleagues:
Group HR frameworks make sure people decisions are consistent, fair and properly documented, whichever business you work in.
Our vision here is to build lasting relationships with every customer. To do that we need to build a great team who believe in that too.
Keith ShieldsManaging Director, Campions Group
Responsible business
Charity of the year
Each year, colleagues across the Group choose one charity to fundraise for. We are proud to be supporting the Alzheimer’s Society again in 2026, continuing our partnership and our commitment to making a positive impact for people affected by dementia. Alzheimer’s Society provides vital support for people when they need it most, funds research, and campaigns for change, helping people live well with dementia and supporting families and carers.
Volunteering
We are committed to giving back to our local communities and supporting the charities and causes that mean the most to our staff, so we offer a volunteering day for all colleagues.
Community
Our offices support local causes, including Calling London’s annual coat drive to collect as many coats as possible during the winter season.
Lower-emission travel
We are introducing electric pool cars for colleagues who travel for work.
