Our business model

Our Purpose

To help our customers, colleagues and communities prosper.

By that we mean more than just helping them to be more financially well off. We want them to flourish, thrive and succeed in their personal and professional goals.

Our Vision

To be recognised as the UK’s number one choice of specialist bank, through our commitment to exceptional service, strong relationships and competitive propositions.

By working Stronger together, Taking ownership, Aiming high and Respecting others, we will more powerfully achieve our own goals, as well as our stakeholders’.

But we are not just focused on lending and savings (though that is what we do and what we are great at); we are a business that cares about leaving things better than we found them. We are passionate about our final value, Stewardship, which encourages us to give back to our communities, supporting those who are vulnerable or less fortunate, embracing diversity and finding new ways to protect our environment.

It does not matter where we are working from; a branch, on the road, in the office or from home. It does not even matter that we are not all in the same country, we are clear about what we want to achieve. We know how we want to achieve it and we are absolutely determined to build upon the foundations we have created so our customers, shareholders, communities and our people can all prosper.

Our business model


Our team of highly skilled employees possess expertise and in-depth knowledge of the lending, property, capital and savings markets, underwriting and risk assessment, and customer management.

Brands and heritage

We have a family of specialist lending brands targeting selected sub-segments of the mortgage market which are underserved by large UK banking institutions. We have wellestablished savings franchises through Kent Reliance, with its 150-year heritage, and the Charter Savings Bank brand.


We benefit from cost and efficiency advantages provided by our wholly-owned subsidiary, OSB India, as well as credit expertise and mortgage administration services provided by CCFS.

Relationships with intermediaries and customers

Our strong and deep relationships with the mortgage intermediaries that distribute our products continue to win us industry recognition.

Capital strength

We have a strong CET1 ratio and proven capability to generate capital through profitability. The Board is focused on capital management across the cycle and delivering strong total shareholder returns.

For shareholders


Statutory basic EPS


Total dividend per share

For intermediaries


OSB and CCFS broker NPS2

For the environment


Reduction in energy consumption per sq.m4

For savings customers


OSB savings customer NPS


OSB customer retention1


CCFS savings customer NPS


CCFS customer retention1

For employees


Women in senior management roles3


Number of Group employees promoted in 2023

For communities

Over £288,000

Group sponsorship and donations

  • 1. Retention is defined as average maturing fixed contractual retail deposits that remain with the Group on their maturity date.
  • 2. OSB broker NPS relates to Kent Reliance brokers and CCFS broker NPS relates to Precise Mortgages brokers.
  • 3. Employees at grades A (Executive Director) to grade E (including function heads with senior direct reports or employees at specialist roles of a senior nature).
  • 4. Energy consumption is a measure of the total kWh used (electricity, gas and gasoil) in buildings under the Group’s operational control, divided by the total square meterage of those buildings. In 2023, 191.87kWh/sq.m was used and 216.32 kWh/sq.m in 2022